Offre d'emploi :


You're passionate about social media intelligence and want to join a growing company committed to innovation and work hard to stay ahead of digital and social trends.

You want to work within a team - in center Paris - which has a proven track record of success, funding and work with global brands with significant influence and market presence.

You want to serve over 500 clients worldwide across all industries, from global brands like LVMH, Danone, AF, Pernod Ricard, and agencies like Publicis and Havas and promote a hybrid combination of AI and human expertise.

We're searching for our new :

HEAD OF SUPPORT w/m - Based in Paris


As a talented and passionate person you will contribute to Customer Satisfaction, and manage Customer Support Projects with Customer Success Manager and Engineering teams!

Client Satisfaction & Support :

Provide support and technical assistance to our customers according to SLA
Escalate and prioritize bugs with Engineering team
Provide regular communication with users
Managing rush and prioritizing tasks
Support QoS-related client communication

Team Building & Process :

Define Customer support processes
Monitor performance on a regular basis
Define the Customer Support Team Objectives according to Client SLA (Service Level Agreement)
Build and manage Customer Support team
Make sure the Client Voice reaches the Product and Engineering teams
Optimize and structure Zendesk workflow
Build Customer Support Team weekly KPI reports
Update/create content for the knowledge base and the help center (article, videos,…)
Build a Best Practice Policy
Propose new ideas to improve our QoS
Mentor the Customer Support Team


Minimum of 3/4 years in Client Service or customer support experience
Have a significant experience in similar position in a software editor company
Ability to work with IT and QA teams
Strong interest in Techs or Technical background
Have a good command of Zendesk or equivalent
Jira is a must
Fluent in English and French
Excellent communication skills, both written and verbal
Listening and analyzing skills to process requests efficiently
Ability to prioritize
Autonomous, flexible and like working in a team
Strong empathy, both with the team and clients

Our client team is young, diverse, and ambitious, and we're growing rapidly. We have 220 people of over 20 different nationalities spread across our offices in Paris, London, San Francisco, New York, Düsseldorf, Shanghai, and Singapore. We are a multicultural organization, and are committed to a gender-balanced workforce.

If you're feeling like taking the challenge, please send your application to with the ref. HOS.ODS.SIA.2230519 or get in touch @AGEELINK - 40, rue Caulaincourt - 75018 Paris

Informations :

Ref: HOS.ODS.SIA.2230519

Fonction : Marketing

Secteur : Edition de logiciel

24 May 2019