Team Lead, SaaS Support
Silae
full-time
Posted on:
Location Type: Hybrid
Location: Mérignac • France
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Salary
💰 €40,000 - €46,000 per year
Job Level
Tech Stack
About the role
- Lead and manage the Customer Service team to ensure an optimal user experience for all customers of the SaaS HR solution.
- Supervise, coach, and develop a team of customer support representatives.
- Oversee the handling of tickets and customer requests.
- Identify friction points and propose optimization actions.
- Provide regular and rigorous reporting to the direct manager (N+1).
Requirements
- Good knowledge of SaaS solutions and HR environments.
- Proficiency with tools: Zendesk, Aircall, Azure.
- Proven experience in customer support or customer service within a SaaS context.
- Minimum 3 years of team management experience.
- Familiarity with HR processes (payroll, HRIS) and employee benefits is a plus.
Benefits
- Travel to Brest at least every 2 months (minimum 2 days).
- Participation in at least one company event per quarter — travel required.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
customer supportteam managementreportingoptimization
Soft Skills
coachingsupervisionleadership