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Head of Customer Support

Il y a 4 mois

Paris, France Mirakl Temps plein

Mirakl is the global leader in platform business innovation. Mirakl's suite of solutions provides enterprises with a transformative way to drive significant growth and efficiency in their online business.

Since 2012, Mirakl has been pioneering the platform economy, empowering retail and b2b enterprises with the most advanced, secure and scalable technology to digitize and expand product assortment through marketplace and dropship, improve efficiency in supplier catalog management and payments, personalize shopping experiences, and boost profits through retail media.

Mirakl is trusted by 400+ industry-leading businesses worldwide including Macy’s, Decathlon, Kroger, Airbus, Toyota Material Handling and Sonepar.

Headquartered in Paris and Boston and with offices in 7 countries, Mirakl is recognized as a Great Place to Work company.

The Role / Your impact:

Lead Mirakl's global support team in Paris, Bordeaux, Boston and full remote, driving customer satisfaction and loyalty by overseeing operations, optimizing processes, and engaging with customers and partners. Your leadership will promote growth through digital transformation and excellence in service. You will pioneer the transformation of our support services (powered by Zendesk), leveraging advanced AI technologies and data analytics.
Your role is crucial in enhancing operational efficiency, optimizing customer satisfaction, and aligning support strategies with our overarching business objectives, driving Mirakl's success forward.

Your key responsibilities:

People:

Lead a team of 10+ support agents (including 3 team leads), set clear objectives, conduct thorough performance reviews, and nurture a professional growth culture.

Contribute to sculpt a top-tier customer support team. Schedule regular, targeted training sessions to align team capabilities with the latest platform innovations and support strategies.

Empower agents to utilize cutting-edge GenAI technology, elevating support quality and operational efficiency.

Intervene personally in complex customer situations, delivering resolutions that significantly boost customer satisfaction and embody our dedication to our clients.

Process:

Develop customer and partner support strategies that seamlessly integrate with Mirakl's overarching business objectives, delivering an unparalleled customer experience.

Leverage data analytics to make informed strategic decisions: Drive a data-driven culture that consistently evaluates KPIs to refine processes and enhance support service quality.

Craft and execute a dynamic improvement strategy, leveraging customer insights and analytical data to decrease ticket volumes, expedite response times, and boost customer satisfaction rates.

Facilitate swift and cohesive collaboration between support, development, SRE, and Customer Success teams, ensuring expedited issue resolution and the adoption of enduring solutions.

Collaborate closely with Product Content and Training teams to deliver a unified help experience, ensuring seamless integration of educational resources and support guidance across all platforms.

Technology:

Ensure a deep understanding of the Mirakl platform and associated support tools (notably Zendesk) to optimize their use and develop new features that improve productivity and customer satisfaction.

Lead the integration and optimization of AI-powered digital agents to transform support service, increase efficiency, and offer proactive solutions to customer issues to make Mirakl’s support a key differentiator.

Develop and maintain a comprehensive knowledge base and self-service options to empower customers, make it easier for them to find solutions independently, and reduce the load on the support team.

Qualifications:

Bachelor’s degree in Communications, Business, Marketing, or a related field. A Master's degree is a plus.

Minimum of 7 years of experience in customer support, with at least 3 years in a leadership role, preferably in a B2B SaaS environment.

Fluency in both French and English

Proven track record of managing and scaling customer support teams.

Strong analytical skills to evaluate performance metrics and make data-driven decisions

Exceptional interpersonal and communication skills, with the ability to interact effectively with all levels of the organization and customers.

In-depth knowledge of customer support software, databases, and tools.

The ideal candidate must have an expert command of the Zendesk suite (Support, Chat, Explore) and its functionalities.

A first experience implementing AI-based support automation, especially leveraging GenAI, is a strong plus.

Ability to work in a fast-paced, dynamic environment and adapt to changing business needs.

We welcome collaborators with their diverse perspectives and experiences to power us forward. These often far exceed conventional job requirements and help us create a culture of continuous learning. If you’re ready to join a hyper-growth company at the heart of digital transformation for the world’s most forward-thinking organizations, we strongly encourage you to apply to any of our roles, even if you think you’re not an exact match.