Customer Support Manager (French Speaking) (SaaS)

TL;DR

Customer Support Manager (SaaS/Hospitality): Managing high-volume support requests and leading technical trainings for French-speaking markets and global Key Accounts with an accent on bridging the gap between a high-tech AI platform and hotel operations. Focus on optimizing support workflows, creating self-service content, and maintaining high standards of professional communication.

Location: Remote (Cluj, Romania)

Company

An AI-driven hospitality platform dedicated to transforming guest experiences and empowering businesses to thrive through customer excellence.

What you will do

• Manage a high volume of support requests via email and chat with speed and precision.
• Host dedicated, client-specific training sessions for high-profile Key Accounts.
• Serve as the primary technical support contact for Key Account headquarters.
• Identify gaps in current workflows and contribute to process improvements.
• Create FAQ articles and video tutorials to empower user self-service.
• Collaborate with Product and Sales teams to translate market-specific needs into actionable feedback.

Requirements

• Native or C1-level fluency in French and English.
• 2+ years of experience in Customer Support or Client Success within a SaaS environment.
• Experience in professional communication with corporate headquarters and senior stakeholders.
• Strong written communication skills (high "written EQ") for delivering technical instructions clearly.
• Confidence and authority in leading virtual presentations for large or high-profile groups.

Nice to have

• Process-oriented mindset focused on continuous improvement.
• Technical intuition for troubleshooting and navigating platform configurations.
• Passion for and understanding of the travel and hotel industry.

Culture & Benefits

• Global, diverse, and collaborative remote-friendly work environment.
• Flexible working hours to support a healthy work-life balance.
• Ongoing career development, coaching, and six dedicated days for learning and development.
• Team events held both in-person and virtually.
• Social benefits and perks based on your location.