Customer Ops/Support Manager

Jus Mundi is looking for a proactive and highly organized Customer Ops/Support Manager to join our team.

As a Customer 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 your opportunity to build and automate support operations from the ground up while staying close to our clients' needs and challenges.

You'll be part of our Care Team, the first line of contact for our global customers and a key operational backbone for our Customer Success and Sales teams. Our team is known for its empathy, precision, and operational excellence. You'll collaborate closely with Customer Success, Sales, and Product teams to ensure that client requests are handled quickly, efficiently, and with care, while constantly improving the tools and workflows that make this possible.

In this role, you will:

• Manage and scale day-to-day customer support operations, ensuring fast, effective, and empathetic responses to client inquiries 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: optimize them for speed, quality, and scalability, introducing automation and AI-driven improvements where possible.
• Collaborate with Sales and Customer Success teams to ensure smooth handovers, clear communication, and alignment on client needs.
• Monitor and report on key KPIs (response time, satisfaction, issue resolution), proactively identifying areas for improvement.
• Take a hands-on approach to support: around 50% of your time will be dedicated to direct client interactions and troubleshooting.
• Be the "process police": ensuring that procedures are followed, issues are escalated correctly, and standards are maintained.

• 5+ years of experience in Customer Support, Operations, or Customer Success roles, ideally 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 comfort with optimizing tool stacks and workflows.
• Strong process-oriented mindset: highly structured, detail-oriented, and capable of building and enforcing clear operational processes.
• Experience with automation, tools integration, or AI-driven support initiatives is a strong plus.
• Excellent communication skills: able to empathize with clients and collaborate effectively with internal teams (Sales, CS, Product).
• Comfortable handling manual tasks and operational challenges with speed and precision.
• Analytical and KPI-driven approach, with experience tracking and reporting performance metrics.
• Familiarity with Salesforce is a plus.
• Fluency in 2 languages, English and one more.

We're proud of our multicultural team representing 37 nationalities To ensure smooth communication, please apply in English (CV and application form questions).

• Screening Call – 30 minutes with Laurine, Talent Manager
• Hiring Manager interview - 45 minutes/1 hour with Luciana, VP of Revenues & Care
• Case Study Interview
• Team Fit Interview – 45 minutes with different team members
• Last quick call - 30 min with Anna, VP of People

Please note that, due to the nature of the sector we operate in, the final steps of our recruitment process include reference calls and a background check.

• Enjoy a hybrid working organization that combines remote and on-site work (2 days).
• Get 5 weeks of vacation each year, and take them whenever it suits you.
• Receive 100% coverage of private health insurance for yourself and your children.
• Enjoy 60% company-funded restaurant vouchers for your weekday meals (Swile).
• Participate in company-wide summits called JM Fest to connect and inspire.
• Stay active with a co-financed ClassPass membership by accessing a variety of fitness and wellness activities.
• Enjoy the flexibility to work from anywhere across the globe for up to 8 weeks per year.
• Receive relocation assistance to help ease your transition to France.
•  Profit from our support in ongoing training to continually expand your skills and knowledge.
• Last but not least: Experience a commitment to building a warm, inclusive, and diverse environment.

At Jus Mundi, we believe that diversity, equity, and inclusion are key to our success. Confidence can sometimes hold us back from applying for a job, but we'll let you in on a secret: there's no such thing as a 'perfect' candidate. We celebrate diverse backgrounds, experiences, and identities, and we encourage you to apply regardless of how you identify. Whether you're early in your career or a seasoned professional, your unique perspective and skills are what matter most. Join us in building a workplace where everyone feels valued, empowered, and excited to contribute their best work every day.