Associate Team Lead – Customer Support

This is a fully remote position, open to applicants in France.

📋 Description

• Lead team meetings and oversee the daily workload.

• Assist 6 to 12 agents with their tickets, priorities, and complex scenarios.

• Conduct reviews and analyses of conversations, followed by providing constructive feedback.

• Track performance and quality metrics, including first response time, resolution time, customer satisfaction, and ticket volume.

• Engage in operational management, request prioritization, issue identification, and coordination with Support teams.

• Escalate user pain points to the Product, Tech, and Operations teams.

• Enhance Support processes, documentation, tools, and methodologies.

• Monitor individual performance evaluations and support plans, offer coaching, and identify training requirements.

• Collaborate with N1 Support, Technical, Operations, Product, and Tech teams on cross-functional initiatives.

• Occasionally address urgent internal requests or complicated Level 2 issues, redirecting or escalating as necessary.

• Share best practices with fellow Associate Team Leads.

• Report to the N2 Support Team Lead.

⛳️ Requirements

• A minimum of a two- or three-year post-secondary degree in accounting, management, or a related field.

• At least 1 year of experience in management or team coaching, preferably in a support setting.

• Strong analytical skills to assess situations, make informed decisions, and suggest practical solutions.

• Excellent communication and collaboration abilities, demonstrating assertiveness and diplomacy.

• A keen interest in feedback, teaching, and personalized coaching.

• Proficient in using IT tools, especially ticketing and documentation systems like Intercom, Zendesk, or Notion.

• Ability to thrive in a fast-paced and evolving environment.

• Strong service orientation and a focus on enhancing the user experience.

• Familiarity with accounting, prior support experience, SaaS or startup environments, remote team management, collaboration with Product/Tech/Operations teams, and experience with AI are advantageous but not mandatory.

• English proficiency at a minimum B1 level is a benefit, though not required.

🏝️ Benefits

• Competitive salary and performance-based incentives.

• Opportunities for professional growth and development.

• Flexible working hours and remote work options.

• A supportive and collaborative team environment.