Customer Care Manager (SaaS)

About us!

We believe that professional telephony should be simple and intuitive !

How do we do that? By providing « state of the art » communication solutions to optimize your everyday business calls.

Onoff Telecom is a fast-growing SaaS telecom company that provides communication solutions to businesses worldwide. We work hard to provide professionals with an easy-to-use cloud-based-communication system connected to your favorite tools.

Our team of 120 passionate people works from all around the world, with offices in Paris and Tallinn. We provide our employees an environment where they can grow & flourish along with the company.

Description du poste

Nous sommes à la recherche d’un Customer Support Team Lead pour le soutien à la clientèle qui supervisera notre équipe de représentants du service à la clientèle. Le candidat idéal doit parler couramment le français et l’anglais et avoir la passion d’offrir un excellent service à la clientèle. Dans ce rôle, vous serez responsable de veiller à ce que notre équipe réponde et dépasse les attentes des clients en fournissant des réponses rapides et efficaces aux demandes et aux problèmes des clients.

Les missions

Gérer l’équipe support client, en veillant à ce qu’ils soient correctement formés et équipés pour traiter les demandes et les problèmes des clients.
Diriger le service de support de niveau 1 pour nos clients B2B et B2C.
Fournir un encadrement et des conseils aux membres de l’équipe, en les aidant à améliorer leurs performances et leur taux de satisfaction client.
Surveiller les mesures du service client, y compris les temps de réponse, les taux de résolution et les scores de satisfaction client, et développer des stratégies pour améliorer ces mesures.
Travailler en étroite collaboration avec d’autres départements pour s’assurer que les commentaires des clients sont intégrés à la stratégie globale de l’entreprise.
Résoudre les problèmes complexes des clients et remonter les problèmes à la direction si besoin.
Se tenir au courant des tendances de l’industrie et des meilleures pratiques en matière de service à la clientèle, et améliorer continuellement les processus et procédures de l’équipe.
Être le point de contact pour tout problème escaladé et aider à les résoudre.
Être la personne la plus compétente du service client pour résoudre les problèmes techniques.

The job

We are looking for a Customer Care Manager to lead our customer support and success teams. This role is perfect for a customer-first-minded leader, who has a strong understanding of the care and support service delivery and process. You will work closely with our clients to ensure that their needs are met, and their expectations are exceeded. You will be a crucial part of our customer-centric culture, providing leadership, guidance, and support to the team and ensuring that our clients are satisfied and loyal to our brand.

Key responsibilities

Develop and implement customer support and success strategies and processes to meet business objectives and goals.
Lead and manage the customer support & success team, setting goals and objectives, providing coaching and mentoring, and ensuring the team is delivering exceptional customer service.
Monitor and analyze customer feedback and support metrics to identify areas for improvement and develop strategies to improve the customer experience.
Develop and implement training programs for the customer support team to ensure that they have the knowledge and skills to deliver exceptional customer service.
Ensure that customer inquiries and issues are resolved promptly and efficiently by following the internally agreed metrics.
Identify and resolve customer pain points, and provide recommendations to improve the customer experience process.
Develop and maintain a deep understanding of our products and services, as well as our client’s business needs and objectives.

Job details :

Permanent Contract
Location: Boulogne-Billancourt
Start date: Asap

About you!

You have 4+ years of experience in managing Customer Support / Success teams for SaaS or IT company.
Proven track record of building and leading high-performing customer support and success teams.
You have strong analytical, influencing and collaboration skills in order to ensure the delivery of excellent customer outcomes.
You have experience working with Zendesk and/or Intercom and with some CRM tools.
Excellent communication skills in French and English, with the ability to interact with customers,
colleagues, and senior management.
You have a customer-first mindset and the ability to think strategically, motivate, coach and lead the team.
Familiarity with customer care technologies such as ticketing systems, knowledge bases, and customer feedback tools.
Strong organizational and project management skills, with the ability to manage multiple priorities and projects simultaneously.
Ability to work in a fast-paced environment and adapt to change.
Those points are a real plus but not mandatory:
- Technical Knowledge (SaaS & Web knowledge)
- Analytical technical skills, using MySQL
- Experience in the telephony industry

Processus de recutement