Customer Support Operations Manager

il y a 6 jours

Casablanca Metropolitan Area, Maroc Y STRATEGIE Temps plein

About : 

The consulting firm is at the forefront of redefining physical marketing through our innovative Turnkey Gamified Event Platform, OmniLab. We empower brands to create immersive 3D/AR experiences that captivate audiences, fostering meaningful engagement and brand loyalty. Originating from Station F in Paris and expanding in Casablanca, we are pushing the boundaries of retail marketing by creating unforgettable interactive experiences.

The Role : 

As Customer Support Operations Manager, you will play a strategic and hands-on role in ensuring that over 150 clients across 14 countries (including the US and Europe) receive exceptional support. You'll manage support operations, optimize tooling, build internal processes and SLAs, and create a frictionless experience for both English- and French-speaking customers. Over time, you will be responsible for structuring and leading a dedicated support team.

Responsibilities : 

  • Support Strategy & Tooling:
     Set up the foundations of our support operations, selecting and integrating the right tools for ticketing, automation, satisfaction tracking (CSAT/NPS), and internal documentation.
  • Customer Communication:
     Act as a key point of contact for customers, conducting support calls and ensuring timely, bilingual communication (English & French).
  • SLA & Quality Standards:
     Define and monitor support SLAs to meet response and resolution benchmarks, while optimizing for scalability.
  • Self-Service:
     Build and maintain knowledge articles, FAQs, and guides to reduce friction and enable self-service.
  • Self-Service:
     Build and maintain knowledge articles, FAQs, and guides to reduce friction and enable self-service.

Ideal Candidate :

  • Experience:
     5+ years in customer support roles in fast-paced SaaS environments, including experience leading or scaling operations.
  • Bilingual:
     Fluent in English and French — both spoken and written.
  • Operational Mindset:
     Strong grasp of support tooling (e.g., Zendesk, Intercom, Freshdesk) and automation practices.
  • Structured Communicator:
     Able to explain technical issues clearly and diplomatically to non-technical users.
  • Proactive & Empathetic:
     Customer-obsessed and driven to resolve problems before they escalate.
  • Team Leadership:
     Previous experience in mentoring or managing team members, with a desire to build a scalable support org.
  • Process-Driven:
     Capable of defining procedures, building KPIs, and continuously improving internal workflows.

Our Core Values : 

  • Customer Obsession:
     We prioritize customer satisfaction above all else.
  • Ownership:
     We take responsibility for our impact and outcomes.
  • Adaptability:
     We embrace change and thrive under evolving conditions.
  • Efficiency:
     We value action and tangible results over unnecessary formalities.
  • Creativity & Innovation:
     We boldly push boundaries to achieve product excellence.

Benefits :

  • Hybrid Work Culture
  • Competitive Compensation & Bonuses
  • Comprehensive Health Insurance
  • PTO + Holidays
  • Annual Offsites

Join Us :

If you're passionate about building world-class support operations and want to help us delight customers across the globe, we'd love to hear from you. Apply now and let's raise the bar for customer experience together.

 
Location:
 Hybrid Work (2 days in our Casablanca offices)

 
Commitment:
 Full-Time

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