Customer Support Team Lead

UpSlide is the document production layer for financial services. We orchestrate LLMs, machine learning, and workflow agents within Microsoft 365 to deliver reliable, quality outputs in the most efficient and cost-effective way. As a Microsoft Solutions Partner, with 14+ years supporting financial services teams, we bring together expertise from the tech, finance, and design fields to help clients like KPMG, BNP Paribas, Rothschild & Co. boost productivity while improving brand consistency across their corporate documents. 

We are a certified B Corporation, upholding the belief that businesses should have a positive impact on society.

✨ Our values

Our values guide our approach to work and are at the heart of our recruitment process. To join our team, we look for individuals who value:

• Excellence: We think that every detail counts, and we place great importance on the quality of our deliverables.

• Trust: We are passionate, committed, and free to act with autonomy.

• Happiness at work: We enjoy looking on the bright side and we share our enthusiasm with our colleagues and clients.

🤝 The team

You will join our Support team as the direct manager of a group of Support Engineers. While the function operates globally, with part of the team in Paris and the rest in New York, this specific role is based in Paris.

You will report to Matthieu, Global Head of Scale CS, and your manager, who will support you in achieving your goals. You will also partner closely with Support Operations, Product, Engineering, Professional Services, Customer Success, Sales, and IT. You will also be part of the global Go-To-Market community across our international offices.

Here is what the Go-To-Market organization looks like at UpSlide:

• Account Executives: Prospect, acquire new business acquisition and expand existing accounts

• Consultants: Lead implementation projects, deliver client training, and ensure successful deployment

• Customer Success Managers: Own a portfolio of accounts end-to-end, driving retention, renewal signing, expansion within existing entities, value realization, and long-term account growth

• Support Engineers: Resolve day-to-day technical questions and issues, and ensure a smooth customer experience

🖋️ Your responsibilities

As Support Team Lead, you will be the direct manager of our Support Engineers and accountable for the team's day-to-day performance, development, and service delivery. You will translate our Support strategy into effective routines, consistent execution, and an excellent customer experience.

This is a player-coach role. Your primary focus is managing and developing the team, but you'll stay close to operations, supporting complex investigations, reviewing ticket quality, and coordinating escalations when needed. The Head of Support defines the strategy and long-term evolution of the function. You make sure the team delivers on it every day.

We're looking for someone who is a natural people developer: accountable, structured, thorough, calm under pressure, data-informed, proactive, and collaborative. We strongly believe in growing our people internally, and this role is also a strong stepping stone toward broader Support and Customer Success leadership for those who want to keep growing.

People Management & Team Development

Directly manage, coach, and develop the Support Engineers to help them perform at their best and grow in their careers:

• Hold regular one-to-ones, set clear expectations, and provide frequent, actionable feedback

• Monitor individual performance, address issues when needed, and lead performance reviews and development plans

• Identify skills gaps and organize coaching, training, and knowledge-sharing

• Own onboarding and ramp-up for new team members, and participate in hiring

• Foster a culture of customer empathy, accountability, collaboration, and continuous improvement

Daily Service Delivery & Escalation Management

Own the daily delivery of Support and act as the first point of management escalation for complex, urgent, or sensitive cases:

• Monitor ticket queues, backlog, workload, and service levels, and ensure tickets are correctly prioritized and followed through

• Organize team coverage (absences, shifts, peak periods) and step in when service delivery is at risk

• Review and coordinate escalated tickets, defining next steps and involving the right internal stakeholders (Product, Engineering, Professional Services, Customer Success)

• Coordinate customer communication on significant cases, and escalate major risks or executive concerns to the Head of Support

Quality, Process, & Performance

Maintain high standards of technical quality, and bring a critical, structured eye to how Support operates today, proposing and driving changes rather than simply preserving the status quo:

• Identify where tickets could be resolved faster and more efficiently in writing, and reduce the number of cases that unnecessarily escalate into calls, especially multi-stakeholder ones, to protect everyone's time and improve the ROI of customer interactions

• Review ticket quality using QA tools and scorecards, and coach the team based on the results

• Ensure investigations are structured, well-documented, and clearly communicated to customers

• Monitor operational and quality indicators (backlog, response/resolution time, CSAT, quality scores) to identify risks and drive corrective action

• Document, monitor adoption of, and continuously improve Support workflows, in partnership with Support Operations

Cross-functional Collaboration

Make sure Support works effectively with the rest of the business.

• Coordinate with Product and Engineering on customer investigations and product issues

• Collaborate with Professional Services, Customer Success, and Sales on customer situations requiring Support involvement, and continuously refine which team owns which type of request across the client lifecycle

• Clarify responsibilities and handovers between Support and other teams, and represent the team's operational needs in cross-functional discussions

To work on these tasks, you will mainly use the following tools: Zendesk (or an equivalent ticketing platform), our data stack tools, Microsoft Office, UpSlide, and internal knowledge-base tools (or local equivalents).

⚡Your goals

You will be assessed on:

• Customer Satisfaction (CSAT)

• Time to Resolution (TTR)

• Ticket-to-active-user ratio

• Team engagement and development