Customer Support Team Lead (SaaS)

TL;DR

Customer Support Team Lead (SaaS): Guiding and growing the customer support team to deliver exceptional service at scale, with an accent on team development, performance metrics, and workflow optimization. Focus on introducing smart automation, leveraging AI tools, and continuously improving customer experience through cross-team collaboration.

Location: This position is based in London, with an expectation to come to the office at least once a week.

Company

hirify.global is an early-stage B Corporation developing a SaaS platform to map climate and ESG data, enabling businesses to track, disclose, and take action towards sustainability.

What you will do

• Build, coach, and grow the Customer Support team, focusing on development and career paths.
• Track and improve key metrics like resolution time, CSAT/NPS, and team engagement.
• Collaborate with Product and Engineering to prioritize support-related improvements and flag bugs.
• Introduce smart automation and AI tools to enhance team efficiency and focus on high-value interactions.
• Manage Intercom setup, workflows, and automation for optimal speed and quality.
• Act as an escalation point for complex issues and stay hands-on with customer interactions.

Requirements

• 2+ years managing a support or customer success team in a SaaS or tech environment.
• Strong Intercom experience, including setting up workflows, automation, and reporting.
• AI-curious mindset, with experience or excitement for experimenting with AI tools in support.
• Understanding of SaaS support fundamentals: metrics (CSAT, FRT, resolution time) and escalation management.
• Fluent in English (C1 equivalent).

Nice to have

• French language skills are a strong plus; additional languages are welcomed.
• Experience in data analysis to spot patterns and improve processes.

Culture & Benefits

• Opportunity to join an exciting startup with a vision to make a global impact on climate change.
• Flexible work model that balances personal and professional commitments.
• Part of a B Corporation dedicated to benefiting society and the planet.
• Committed to fostering a connected and engaged remote work culture, with hubs in Paris, London, and Montpellier.