Customer Support Opérations Manager

As Customer Support Operations Manager, you will play a strategic and hands-on role in ensuring that over 150 clients across 14 countries receive exceptional support. You’ll manage support operations, optimize tooling, build internal processes and SLAs, and create a frictionless experience for both English- and French-speaking customers.

Requirements

• 5+ years in customer support roles in fast-paced SaaS environments
• Experience leading or scaling operations
• Fluent in English and French — both spoken and written
• Strong grasp of support tooling (e.g., Zendesk, Intercom, Freshdesk) and automation practices
• Able to explain technical issues clearly and diplomatically to non-technical users
• Customer-obsessed and driven to resolve problems before they escalate
• Previous experience in mentoring or managing team members
• Capable of defining procedures, building KPIs, and continuously improving internal workflows

Benefits

• Hybrid Work Culture
• Competitive Compensation & Bonuses
• Comprehensive Health Insurance
• PTO + Holidays
• Annual Offsites