Customer Support Manager

**Lengow** is a leader in intelligent e-commerce solutions that help brands and retailers drive profitable growth across the digital shelf. With powerful feed management, global price monitoring, and robust data capabilities, Lengow’s comprehensive SaaS product suite enables merchants to amplify product visibility online, outrun competition with informed pricing, multiply sales on marketplaces, and monitor brand presence among distributors. Since 2009, Lengow has fueled digital growth for over 3,600 customers across thousands of marketing and sales channels in over 60 countries.

**Position description**:
We are looking for a Level 1 Application Support Team Manager who is dynamic, autonomous, and has a strong team spirit, to lead a stable and motivated team of 8 people based in Paris, Nantes, and Barcelona. The team is made up of engaged and cohesive individuals. You will be responsible for team management, coordinating across different sites, and handling client crises. You will report directly to Sophie, Head of Support.

The support team is responsible for responding to clients’ functional requests and performing initial analyses of technical issues before escalating them to Level 2 support. The support is primarily handled in writing, but also via phone and chat.
- **️ Your main tasks would be as follows**:

- Operational Management
- Lead and manage a team of 8 people in Level 1 support, spread across multiple sites (Paris, Nantes, Barcelona), with leadership and care
- Oversee daily HR management: performance tracking, annual reviews, skills development, scheduling, and leave management
- Ensure the motivation, engagement, and investment of the team
- Ensure service quality, compliance with deadlines, processes, and service standards
- Manage and optimize team schedules to ensure optimal coverage across sites
- Provide regular reporting to Sophie, Head of Support
- Support and Coordination
- Supervise the onboarding of new team members and their integration into the team
- Act as the interface between the support team and the product, technical, or professional services teams
- Ensure effective management of client crises and escalations
- Structure, maintain, and evolve internal documentation
- Continuous Improvement
- Propose improvements for services, processes, tools, and methodologies
- Provide precise reporting on team performance, client feedback, and necessary changes

**Hiring Process**:

- Phone call with Alexandre our HR
- Interview with Sophie our Head of Support
- Business case with Sophie and Paula our Technical support manager
- Offer letter

**Requirements**:
**We are looking for someone with the following experiences and skills**:

- Autonomy, dynamism, and team spirit are essential qualities to succeed in this role
- Required experience in team management
- Experience in SaaS software industry
- Knowledge of the e-commerce sector is a plus
- Excellent interpersonal skills, with a customer centric spirit, dynamism, and rigor
- Strong analytical and organizational skills, with the ability to manage priorities
- Fluent English is a must for communication, professional proficiency in French is required. Proficiency in Spanish is an advantage
- A good knowledge of Zendesk would be a plus for this role.

**Benefits**

**✨ Joining Lengow is also an opportunity to benefit from many advantages**:

- Ticket restaurant 8 euros by day
- Malakoff Humanis Private insurance & Prevoyance.
- 3 Remote days per week
- Flexible hours
- Bike mileage allowances or 50% of transportation tickets.
- Remote allowances
- Weekly Happy Break on Thursday Evening at the office with food and beverage