17 ago - Italia
Ops Hub
About Ops Hub
? 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.
Profile
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 premio.
- Strong autonomy and ownership in structuring the support function.
- Work in an international, bilingual environment.
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