Actaris Recruitment Ltd

www.actarisrecruitment.com

1 Job

5 Employees

About the Company

International IT, Technology and Digital recruitment and search Company. Dedicated to a set of core values Actaris Recruitment Limited is keen to work on a fresh set of principles that aims to ensure clients and candidates who call upon our services will notice the difference, appreciate our approach and return for more. Working within the ERP, CRM, WMS, TMS, SAAS, Demand Planning, SCM, PLM and Logistics, marketplace across a broad range of verticals such as automotive, manufacturing, retail, fashion and banking & finance across EMEA and beyond

Listed Jobs

Company Name: Actaris Recruitment Ltd
Job Title: Manager Customer Support
Job Description: **Job Title:** Manager, Customer Support **Role Summary:** Lead and develop the EMEA customer support team, ensuring timely issue resolution, high customer satisfaction, and operational excellence. Drive process standardization, data‑driven improvements, and cross‑functional collaboration while managing the French‑speaking customer base. **Expectations:** - Deliver consistent, high‑quality support aligned with company customer philosophy. - Meet or exceed service level agreements (SLAs) and customer satisfaction targets. - Maintain accurate reporting and actionable insights for senior leadership. - Foster team growth through coaching, performance reviews, and training. - Implement and enforce scalable processes and tooling enhancements. **Key Responsibilities:** - Oversee daily ticket queues, ensuring prompt responses and updates. - Champion customer experience for French‑language customers, handling escalations and complaints. - Conduct onboarding handover calls with new clients. - Lead, mentor, and schedule the local support team; manage holidays, expenses, and performance reviews. - Identify training needs; coordinate sessions with Education, R&D, and global support teams. - Maintain knowledge‑base articles and enforce mandatory compliance training. - Produce monthly support metrics, present findings to regional directors, and track action items from senior‑level calls. - Review, refine, and roll out regional processes; recommend tooling improvements. **Required Skills:** - Fluent French (written and spoken). - Strong analytical ability; proficient in extracting insights from support metrics. - Excellent communication and stakeholder‑management skills. - Proven experience with Jira Service Desk, Confluence, and ticketing systems. - Self‑starter with robust organizational and multi‑project management capabilities. - Strategic thinker with a track record of driving change and process improvement. - Data‑driven decision‑making and customer‑focused mindset. - Collaborative, adaptable, and able to work in a distributed environment. **Required Education & Certifications:** - Bachelor’s degree in a relevant field (e.g., Business, IT, Communications). - Minimum 5 years of experience in customer support operations or process improvement, preferably in a global SaaS or PLM environment. - No specific certifications required; proven hands‑on experience with support tools is essential.