🌍 Team Lead – Customer Support (Bilingual FR/EN)
📍 Location: Remote (Europe timezone)
🕐 Contract: Full-time
📅 Start: ASAP
Role Context
We are building a new Customer Support team that will eventually grow to 10 agents.
To support this growth, we’re looking for a Team Lead SAV who can both manage daily operations and ensure quality of service, while driving performance through analytics.
Your Missions
Lead and coach a team of support agents (currently small, growing to ~10).
Oversee daily customer support operations (tickets, calls, escalations).
Monitor and analyze support KPIs, create clear reports, and propose improvements.
Ensure excellent customer experience across French and English.
Act as point of contact for escalations and complex cases.
Coordinate with management on staffing, processes, and tools.
Your Profile
Bilingual French & English (written and spoken).
Experience in customer support / SAV management (team leader or supervisor).
Strong understanding of analytics / reporting tools.
Hands-on leadership: you can both manage and jump in on cases when needed.
Organized, reliable, with excellent communication skills.
Startup / scaling team experience is a plus.
Why Join Us
Be part of a growing team (10+ agents to lead).
Competitive compensation + performance bonus.
Strong autonomy and ownership in structuring the support function.
Work in an international, bilingual environment.