Customer Ops/Support Manager
il y a 2 semaines
About the RoleJus Mundi is seeking a proactive and highly organized Care Ops Manager to join our team. In this role you will bridge customer support and revenue operations, building and automating support processes from scratch while staying close to our clients’ needs.ResponsibilitiesManage and scale daily customer support operations, ensuring fast and empathetic responses via Intercom and other channels.Lead and mentor a small, globally distributed support team (recruitment, onboarding, training, performance tracking).Own our Care Ops tools and processes, optimizing them for speed, quality and scalability, and introducing automation and AI‑driven improvements where possible.Collaborate with Sales and Customer Success teams to ensure smooth hand‑overs, clear communication and alignment on client needs.Monitor and report on key KPIs (response time, satisfaction, issue resolution), proactively identifying areas for improvement.Spend roughly 50% of your time in direct client interactions and troubleshooting.Act as the “process police”: enforce procedures, correct escalations and maintain standards.Preferred Experience & Skills5+ years in Customer Support, Operations or Customer Success, preferably in a B2B SaaS or tech environment.Proven experience managing support operations and leading small teams across different time zones.Deep familiarity with Intercom (or similar support platforms) and a knack for optimizing tool stacks and workflows.Highly structured, detail‑oriented and capable of building and enforcing clear operational processes.Experience with automation, tool integration or AI‑driven support initiatives is a strong plus.Excellent communication, empathy with clients and collaboration with internal teams (Sales, CS, Product).Speed, precision and an analytical, KPI‑driven approach to tracking and reporting performance metrics.Familiarity with Salesforce is a plus.Fluency in two languages (English and another).Interview ProcessScreening Call – 30 minutes with Laurine, Talent Manager.Hiring Manager interview – 45 minutes to 1 hour with Luciana, VP of Revenues & Care.Case Study Interview.Team Fit Interview – 45 minutes with different team members.Last quick call – 30 minutes with Anna, VP of People.Benefits & PerksHybrid working organization: 2 days on‑site and 3 days remote.5 weeks of vacation each year, with flexible usage.100% coverage of private health insurance for yourself and your children.60% company‑funded restaurant vouchers for weekday meals (Swile).Participation in company‑wide summits (JM Fest) to connect and inspire.Co‑financed ClassPass membership for fitness and wellness activities.Flexibility to work from anywhere across the globe for up to 8 weeks per year.Relocation assistance to ease transition to France.Ongoing training to continuously expand your skills and knowledge.Company OverviewFounded in 2019, Jus Mundi is a mission‑led legal technology company, pioneering AI‑powered legal intelligence and service solutions. Headquartered in Paris with offices in New York, London and Singapore, we serve over 150,000 users worldwide, including top law firms, multinational corporations, government bodies and academic institutions.EEO StatementAt Jus Mundi, diversity, equity and inclusion are key to our success. We celebrate diverse backgrounds and encourage all qualified candidates to apply. Inclusion, belonging and equal opportunity are integral to our work culture. #J-18808-Ljbffr
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Customer Ops/Support Manager
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Avenue Hoche, Paris, France Jus Mundi Temps pleinAbout the RoleJus Mundi is looking for a proactive and highly organized Care Ops/Support Manager to join our team.As a Care Ops/Support Manager, you will play a pivotal role at the intersection of customer support and revenue operations, ensuring our users have a seamless experience while scaling and optimizing the processes behind our Care team. This is...
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Customer Ops/Support Manager
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