Team Lead – Customer Support (Bilingual FR/EN)

Vedi l’offerta su Go Lavoro: golavoro.it/annuncio-lavoro/7gp3hy

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.

Job description

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.

Vedi l’offerta su Go Lavoro: golavoro.it/annuncio-lavoro/7gp3hy