Product Support Team Lead

TL;DR

Product Support Team Lead (Customer Support): Leading and mentoring a team of product support specialists to deliver exceptional service and technical support for a SaaS AI-powered business planning platform with an accent on team performance, incident management, and process improvement. Focus on coaching, quality assurance, and managing on-call rotations in a hybrid work environment across France or the UK.

Location: France or UK (Hybrid)

Company

hirify.global is a fast-growing AI-powered SaaS platform for business planning and performance management used by global industry leaders.

What you will do

• Lead and mentor a team of Product Support Specialists to provide exceptional customer service and technical support.
• Set performance expectations, monitor progress, and provide constructive feedback.
• Conduct quality assurance checks on support tickets to maintain technical and service standards.
• Manage Control Rooms and incident communications as the Support Lead.
• Conduct regular 1:1 meetings focusing on career development and success metrics.
• Identify and implement process improvements and efficiency gains within support workflows.
• Manage hiring processes for Product Support Specialists in your region.
• Participate in on-call rotations for P1 ticket coverage with additional compensation.

Requirements

• Location: Must be based in France or the UK.
• 5+ years experience in senior application support, technical support lead in SaaS, or FP&A/modeling roles.
• Strong leadership, project management, and interpersonal skills.
• Professional proficiency in English (B2 level or higher).
• Ability to analyze complex issues, prioritize, and make informed decisions.
• Comfortable working in a remote, fast-paced international team environment.

Nice to have

• Experience with spreadsheets, business planning, or BI.
• Basic knowledge of HTML, CSS, SQL, APIs, or data integrations.
• Financial qualifications such as Payroll, Accounting, or Financial Risk Management.
• Certifications in customer support, project management, or ITIL.
• Additional European language skills.

Culture & Benefits

• Work in a fast-growing, innovative SaaS company with a global presence.
• Hybrid work format with teams across multiple international offices.
• Focus on transparency, integrity, and team collaboration.
• Equal opportunity employer committed to diversity and inclusion.

Hiring process

• Background checks including employment, education, and criminal records where legally permitted.
• Use of AI tools to assist recruitment but final decisions made by humans.