Customer Support Team Lead

About the role

UpSlide is seeking a Customer Support Team Lead to manage and develop a team of Support Engineers in Paris. This player-coach role involves overseeing daily service delivery, driving team performance, and ensuring high-quality customer experiences while collaborating across global departments. You will translate support strategy into actionable routines and foster a culture of continuous improvement.

Responsibilities

• Directly manage, coach, and develop Support Engineers through regular one-to-ones and performance reviews.
• Own daily service delivery, monitor ticket queues, and act as the first point of escalation for complex cases.
• Identify skills gaps and organize training to support team growth and onboarding.
• Maintain technical quality standards by reviewing ticket quality and driving process improvements.
• Coordinate cross-functionally with Product, Engineering, and Customer Success to resolve customer issues.
• Monitor operational indicators like CSAT and TTR to identify risks and drive corrective actions.

Required skills

• Team management
• Customer support
• B2B SaaS
• People development
• Escalation management
• French
• English
• Technical troubleshooting

Nice to have

• Microsoft 365
• Zendesk
• Support Operations
• Knowledge management
• Automation
• AI-assisted support

Qualifications

• Proven experience managing or leading a customer-facing team

Benefits

• Work-from-home equipment budget
• Wellness package
• Paid parental leave
• Childcare support
• Meal vouchers
• Healthcare insurance
• Commuter reimbursement

About the Company

UpSlide is the document production layer for financial services, orchestrating LLMs and workflow agents within Microsoft 365. As a certified B Corporation with 14+ years of experience, the company supports global financial teams in boosting productivity and brand consistency.