Entrepreneurs.com

Customer Support Manager

Entrepreneurs.com

full-time

Posted on:

Location Type: Remote

Location: France

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Job Level

Junior

About the role

  • Daily management of Zendesk: ticket handling, prioritization, response quality, and SLA adherence.
  • Respond to customer inquiries with responsiveness, accuracy, and a strong service orientation.
  • Handle complaints and sensitive situations, taking a mediation and boundary-setting approach when necessary.
  • Analyze recurring dissatisfaction and identify root causes.
  • Collaborate with internal teams to improve deliverables quality and overall customer experience.
  • Continuously optimize support processes and handling journeys.
  • Implement automations, workflows, and AI-driven scenarios.
  • Structure and enrich the knowledge base.
  • Maintain close coordination with Sales, Coaching, and Delivery teams.
  • Regular reporting on support performance and customer satisfaction.

Requirements

  • Advanced proficiency with Zendesk.
  • Proven experience in customer support and complaint management.
  • Ability to establish clear and professional relational boundaries.
  • Excellent written communication: structured and precise.
  • High level of autonomy and sense of responsibility.
  • Operational leadership with a solution-oriented approach.
  • Interest in AI, automation, and process optimization.
  • Continuous improvement mindset and systems thinking.
  • Good knowledge of the coaching, client support, or entrepreneurship sectors.
  • Understanding of client transformation dynamics and the associated relational challenges.
Benefits
  • High-impact role influencing the overall customer experience.
  • Growing environment focused on excellence and accountability.
  • Real autonomy to structure the support function.
  • Opportunity to build, optimize, and evolve processes.
  • Cross-functional collaboration with several strategic departments.
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
Zendeskticket handlingSLA adherenceautomationworkflowsAI-driven scenariosknowledge base managementcustomer supportcomplaint managementprocess optimization
Soft Skills
service orientationmediationboundary-settingwritten communicationautonomyresponsibilityoperational leadershipsolution-oriented approachcontinuous improvement mindsetsystems thinking