Customer Support Team Lead

il y a 3 jours

Paris, France Tellent Temps plein

This role is offered on a hybrid basis from Paris office on full time employment basis._

**Your Mission**

As our Support Team Lead, it will be your mission to lead & scale the Support team to maintain their stellar customer service. We’ve got a 95%+customer satisfaction rate, and together with your team, you’ll keep it that way. To do this, you will bring your player/coach mindset to ensure our fast-developing team is always ready to rumble. You’ll also help the team maintain their KPIs, provide continuous training and drive initiatives to increase customer satisfaction. As Tellent grows, the Support teams grow with it, at Tellent that is a direct reflection of how fast we are growing, so you will have a lot of freedom to structure and fine-tune your tasks.

**About the Team**

The Support team's mission is to keep all of our customers across the world happy. The team consists of 19 people strong across all Tellent locations, Amsterdam, Paris, Poland, and New York.

**Your 12-month journey**

The first 3 months, you will spend learning about systems, our three product lines - Recruitee, Javelo and KiwiHR, our processes and learning directly from our Head of Support, ahead of taking over some of her current responsibilities such as workload management, performance check-ins and chat reviews for agents working on the French market. You will also be closely connected with other Support Team Leads.

After 3 months, you’ve identified the team’s training needs and used that to set up a structured team training program and individual coaching.

After 12 months, you optimized processes, organized several knowledge sharing sessions and training and had a significant impact on Support at Tellent.

**What you’ll do**:

- Lead and mentor a team of three FTEs to ensure seamless support for our French-speaking customers.
- Take ownership of the French market's unique needs and challenges.
- Coordinate with cross-functional teams to provide comprehensive solutions to customer issues.
- Drive performance improvements and ensure adherence to service level agreements.
- Collaborate with product and development teams to communicate customer feedback and contribute to product enhancements.
- Develop and implement strategies to enhance customer satisfaction and loyalty
- Drive team projects and self-improvement initiatives; coaching, knowledge sessions, training
- The support KPI’s in check; 95%+ satisfaction rate & 10< minute median response time
- Be an escalation point for the team in difficult situations to de-escalate or use as a coaching moment

**What you'll bring to the team**:

- 2+ year of experience coaching teams or individuals
- 1+ year of experience within a company in IT/Software/SaaS
- Fluent in French & English
- Acted as a go-to escalation point
- Demonstrated ability to lead and motivate a team to achieve performance targets
- In-depth understanding of customer support processes and best practices
- Adaptability to navigate through changes and evolving customer support requirements
- Familiarity with KiwiHR, Recruitee, and Javelo platforms is a plus
- A critical mind to challenge existing ways of working and strive for optimization

**Why Tellent**

Great office located in the heart of Paris, near Pigalle, in the 9th district

Flexible remote work policy
- Flexibility to work from home or from our beautiful office in the center of Paris.

Alan Blue Healthcare plan ❤️‍ 50% Pass Navigo reimbursed 25 paid holidays per year + RTT (between 7 and 12 days, depending on the year)
- You deserve your rest We encourage you to take your holiday days and book them in. It’s good to get away from work now and then

1 sophrology session per month MacBook and iPhone (if needed in the job) provided
- On your first day, you will find on your desk the equipment that you’ll need to do your job.

Subscription plan to Moka.Care to take care of yourself
- As part of our long-term well-being project, we offer every employee at Tellent easy access to professional mental health support (provided by Mokacare).

An inclusive and international work environment with a lot of fun thrown in
-Brilliant culture and informal, come-as-you-are dress code.
- Work from anywhere for 4 weeks/year.
- ** €1000 training** budget per year to keep you sharp and in tune with trends.
- ** €400 travel budget** to visit your colleagues in Amsterdam.
- ** €200 home office setup budget** to make your remote work more convenient.

**About Tellent**

Tellent, a premier Talent Management Suite, enables People teams to improve the full employee lifecycle with a cutting-edge Applicant Tracking System, Human Resources Information System, and Performance Management Software - all in one place.

With 300+ talented employees operating from six global locations, we've empowered over 7,000 organizations across 100+ countries with our leading HR tech solutions - Recruitee, KiwiHR, and Javelo. We have a growing network of over 300 partners

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