Your Mission


As our Support Team Lead, it will be your mission to lead & scale the Support team to maintain their stellar customer service. We’ve got a 95%+customer satisfaction rate, and together with your team, you’ll keep it that way. To do this, you will bring your player/coach mindset to ensure our fast-growing team is always ready to rumble. You’ll also help the team maintain their KPIs, provide continuous training and drive initiatives to increase customer satisfaction. As Tellent grows, the Support teams grow with it, at Tellent that is a direct reflection of how fast we are growing, so you will have a lot of freedom to structure and fine-tune your tasks.


About the Team

The Support team's mission is to keep all of our customers across the world happy. The team consists of 19 people across all Tellent locations, Amsterdam, Paris, and Poland.

Your 12-month journey

The first 3 months, you will spend learning about systems, our three product lines - Recruitee, Javelo and Kiwi HR, our processes and learning directly from our Head of Support, ahead of taking over some of her current responsibilities such as workload management, performance check-ins and chat reviews for agents working on the French market. You will also be closely connected with other Support Team Leads.


After 3 months, you’ve identified the team’s training needs and used that to set up a structured team training program and individual coaching.


After 12 months, you optimized processes, organized several knowledge sharing sessions and training and had a significant impact on Support at Tellent.

What you’ll do:

• Lead and mentor a team of three FTEs to ensure seamless support for our french-speaking customers.
• Take ownership of the French market's unique needs and challenges by dedicating 60% of your time to supporting customers in the first and second line. The other 40% of time will be dedicated towards team lead responsibilities.
• Coordinate with cross-functional teams to provide comprehensive solutions to customer issues.
• Drive performance improvements and ensure adherence to service level agreements.
• Collaborate with product and development teams to communicate customer feedback and contribute to product enhancements.
• Develop and implement strategies to enhance customer satisfaction and loyalty
• Drive team projects and self-improvement initiatives; coaching, knowledge sessions, training
• Monitor and balance workload between team members
  
• The support KPI’s in check; 95%+ satisfaction rate & 10< minute median response time
• Review the chat history of your direct reports to help them improve workload management
• Keep track of your teammates' performance by having regular check-ins
Be an escalation point for the team in difficult situations to de-escalate or use as a coaching moment

What you'll bring to the team:

• Proven experience in a customer support leadership role, particularly in managing french-speaking customers.
• 1+ year of experience coaching teams or individuals
• 2+ year of experience within a company in IT/Software/Saa S
• Fluent in French & English
• Acted as a go-to escalation point
• Demonstrated ability to lead and motivate a team to achieve performance targets.
• In-depth understanding of customer support processes and best practices.
• Adaptability to navigate through changes and evolving customer support requirements.
• Familiarity with the Javelo platform or Tellent suite is a plus (Recruitee or Kiwi)
• A critical mind to challenge existing ways of working and strive for optimization
• Fun

Why Tellent

• € 1,500 annual training budget.
• Permanent contract (cadre)
Office located in the heart of Paris, near Pigalle, in the 9th district Flexible remote work policy Alan Blue Healthcare plan ❤️‍50% Pass Navigo reimbursed
• 34 paid holidays per year + 2 wellbeing days in 2024
Sophrology session per month Subscription plan to Mokacare to take care of yourself International environment

About Tellent

Tellent, a premier Talent Management Suite, enables People teams to improve the full employee lifecycle with a cutting-edge Applicant Tracking System, Human Resources Information System, and Performance Management Software – all in one place.


With 300+ talented employees operating from six global locations, we've empowered over 7,000 organizations across 100+ countries with our leading HR tech solutions – Recruitee, Kiwi HR, and Javelo. We have a growing network of over 300 partners, all committed to one vision: guiding all People leaders to create a better world of work.


Have we caught your attention? ️
If you’d like to be part of this incredible journey, please apply directly - we're looking forward to speaking to you!


Tellent is an Equal Opportunity Employer. We celebrate diversity and welcome applications from underrepresented groups and encourage people of all backgrounds to apply. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, neurodiversity, or status as an individual with a disability.