Customer Support Team Lead

UpSlide·Paris, Île-de-France, Francemid

In short

→Liderazgo directo de un equipo de soporte técnico en París, enfocado en clientes financieros.
→Gestión diaria del equipo, desarrollo de talento y resolución de incidencias complejas con enfoque en calidad y experiencia del cliente.
→Rol player-coach con impacto en estrategia global del soporte y crecimiento interno.

Fluent English required for daily collaboration with global teams.

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The questions they'll ask you

1. ¿Cómo estructurarías el onboarding de un nuevo soporte técnico en tu equipo?

🔒 +7 more questions

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💵 USD · Remote · No visa

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What they ask for

✓Experiencia previa en liderazgo de equipos de soporte técnico o soporte al cliente.
✓Capacidad demostrada para gestionar y desarrollar talento, con habilidades de coaching.
✓Conocimiento profundo de herramientas de soporte como Zendesk o similares.
✓Capacidad para manejar incidencias complejas y escalaciones con autonomía.
✓Inglés fluido para comunicación con equipos globales y clientes.
✓Enfoque en datos, calidad y mejora continua en la experiencia del cliente.

Don't tick every box? That's normal — your free dossier shows your gaps and how to cover them in the interview.

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Who should you write to at UpSlide?

Your free dossier identifies the people who'd interview you — their background, what they value, and how to reach out so you stand out before applying.

UpSlide is the document production layer for financial services . We orchestrate LLMs, machine learning, and workflow agents within Microsoft 365 to deliver reliable, quality outputs in the most efficient and cost-effective way. As a Microsoft Solutions Partner, with 14+ years supporting financial services teams, we bring together expertise from the tech, finance, and design fields to help clients like KPMG, BNP Paribas, Rothschild & Co. boost productivity while improving brand consistency across their corporate documents. We are a certified B Corporation , upholding the belief that businesses should have a positive impact on society. ✨ Our values Our values guide our approach to work and are at the heart of our recruitment process. To join our team, we look for individuals who value: Excellence: We think that every detail counts, and we place great importance on the quality of our deliverables. Trust: We are passionate, committed, and free to act with autonomy. Happiness at work: We enjoy looking on the bright side and we share our enthusiasm with our colleagues and clients. 🤝 The team You will join our Support team as the direct manager of a group of Support Engineers. While the function operates globally, with part of the team in Paris and the rest in New York, this specific role is based in Paris . You will report to Matthieu , Global Head of Scale CS, and your manager, who will support you in achieving your goals. You will also partner closely with Support Operations, Product, Engineering, Professional Services, Customer Success, Sales, and IT. You will also be part of the global Go-To-Market community across our international offices. Here is what the Go-To-Market organization looks like at UpSlide: Account Executives: Prospect, acquire new business acquisition and expand existing accounts Consultants: Lead implementation projects, deliver client training, and ensure successful deployment Customer Success Managers: Own a portfolio of accounts end-to-end, driving retention, renewal signing, expansion within existing entities, value realization, and long-term account growth Support Engineers : Resolve day-to-day technical questions and issues, and ensure a smooth customer experience 🖋️ Your responsibilities As Support Team Lead, you will be the direct manager of our Support Engineers and accountable for the team's day-to-day performance, development, and service delivery. You will translate our Support strategy into effective routines, consistent execution, and an excellent customer experience. This is a player-coach role . Your primary focus is managing and developing the team, but you'll stay close to operations , supporting complex investigations, reviewing ticket quality, and coordinating escalations when needed. The Head of Support defines the strategy and long-term evolution of the function. You make sure the team delivers on it every day. We're looking for someone who is a natural people developer : accountable, structured, thorough, calm under pressure, data-informed, proactive, and collaborative. We strongly believe in growing our people internally, and this role is also a strong stepping stone toward broader Support and Customer Success leadership for those who want to keep growing.

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