Customer Support Team Lead

October 9, 2026

Hybrid

Lead

Paris

Indeed

May rule you out

Another language required
French

Worth knowing

English is required

Description

UpSlide is a document production layer for financial services, orchestrating LLMs, machine learning, and workflow agents within Microsoft 365 for clients such as KPMG and BNP Paribas. The company is hiring a Customer Support Team Lead based in Paris to directly manage Support Engineers and own day-to-day service delivery. This is a player-coach role combining people management with hands-on involvement in escalations, ticket quality, and cross-functional collaboration with Product, Engineering, and Customer Success.

Responsibilities

Directly manage, coach, and develop Support Engineers to help them perform and grow in their careers
Hold regular one-to-ones, set clear expectations, and provide frequent, actionable feedback
Monitor individual performance, address issues, and lead performance reviews and development plans
Identify skills gaps and organize coaching, training, and knowledge-sharing
Own onboarding and ramp-up for new team members, and participate in hiring
Foster a culture of customer empathy, accountability, collaboration, and continuous improvement
Monitor ticket queues, backlog, workload, and service levels, ensuring correct prioritization
Organize team coverage for absences, shifts, and peak periods, stepping in when service delivery is at risk
Review and coordinate escalated tickets, defining next steps and involving the right internal stakeholders
Coordinate customer communication on significant cases and escalate major risks to the Head of Support
Identify where tickets could be resolved faster in writing and reduce unnecessary escalations into calls
Review ticket quality using QA tools and scorecards, and coach the team based on the results
Monitor operational and quality indicators (backlog, response/resolution time, CSAT, quality scores) to drive corrective action
Document, monitor adoption of, and continuously improve Support workflows with Support Operations
Coordinate with Product and Engineering on customer investigations and product issues
Refine which team owns which type of request across the client lifecycle with Professional Services, Customer Success, and Sales

Requirements

Proven experience managing or leading a customer-facing team, ideally in B2B SaaS, technical support, or a similar operational environment
Strong coaching and people-development skills, including the ability to give clear, constructive, and sometimes difficult feedback
Strong organizational skills and the ability to manage competing priorities across a team
Experience using service or operational metrics to identify issues and improve performance
Strong customer communication and escalation-management skills
Ability to understand technical issues and guide structured investigations, without needing to personally own every ticket
Fluent in French & English mandatory
Ability to collaborate effectively with Product, Engineering, and other customer-facing teams
A pragmatic, accountable approach to problem-solving, with a bias for ownership over escalation
Nice to have: experience directly managing a team of five or more people
Nice to have: experience supporting Enterprise customers
Nice to have: experience with Microsoft 365, Office add-ins, deployment, or IT environments
Nice to have: familiarity with Zendesk or a similar ticketing platform
Nice to have: experience with quality and knowledge management, or Support Operations
Nice to have: experience supporting distributed or international teams
Nice to have: familiarity with automation, AI-assisted Support, or self-service strategies

Conditions

International start-up with five offices in Paris, London, Berlin, New York, Singapore and users in 60+ countries
Training and professional development through sister company IPH on soft skills and management
Company events including annual seminars and sustainability actions
Office near Opéra in Paris with common areas, nap room, bike storage and showers
Hybrid work with 2-3 days in office per week
Work-from-home budget of €500 for equipment
Wellness package of 50€ per month for physical and mental wellness activities
Paid parental leave for birthing and non-birthing parents, plus 5 additional paid days after becoming a parent
4 days fully paid leave for sick children up to 6 years old or up to €1,800 childcare reimbursement
25 vacation days and 9 RTT days
Meal vouchers of €11 per day via Swile card
Healthcare insurance covered by Alan, extendable to partner and children
Commute reimbursement of 50% for metro, RER, bike, or e-scooter

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