Customer Support Senior Manager

Youtrust is a European Digital Trust provider fully compliant with eIDAS and the highest European standards. Our four modules - electronic signatures identity and document verification and e-seals - can be used independently or combined within sector-specific workflows ensuring simple secure and legally compliant processes for SMEs and mid-sized companies. Hosted and processed entirely in Europe we guarantee sovereignty transparency and reliability. As a certified B-Corp we combine innovation with responsibility - building trust at the heart of every digital exchange. We are entering a key moment as we expand from eSignature to the full Digital Trust chain.

The Customer Support Senior Manager helps define the vision for Customer Support and evolve its outsourced operating model in line with the Customer Experience strategy and the companys priorities.

They are responsible for the overall performance of Support and the quality of the experience delivered to customers. They translate this ambition into an efficient scalable operating model with high standards of service quality.

They lead Support performance and continuous improvement and proactively contribute to its evolution through AI automation tools and customer journey optimisation.

They manage the relationship and operations with the external provider act as the main point of contact and ensure alignment with the companys standards and objectives.

1. Managing the external provider

• Act as the main point of contact for the support provider.

• Define performance objectives forecast volumes and capacity requirements.

• Manage the partners operational governance across all channels and service levels: tickets inbound calls and Premium services.

• Lead operational and strategic governance meetings including regular reviews monthly committees and QBRs.

• Ensure compliance with contractual commitments SLAs and quality standards.

• Lead action plans and continuous improvement initiatives.

• Ensure the reliability of the data reports and forecasts produced by the partner.

• Monitor action plans and coordinate continuous improvements.

• Ensure compliance with security confidentiality and data protection requirements.

2. Performance and KPIs

• Define monitor and evolve the main Support performance indicators by channel market segment priority and service level.

• In particular monitor:

  • SLA compliance;

  • first response time;

  • resolution time;

  • customer satisfaction (CSAT);

  • response quality;

  • escalation rate;

  • team productivity.

• Identify performance gaps their causes and the related corrective actions.

• Produce analyses and recommendations for senior leadership.

• Provide clear actionable dashboards for internal teams and the external provider.

3. Operational excellence and continuous improvement

• Define and evolve the processes standards and routines required to provide efficient and scalable Support.

• Ensure that documentation procedures and the knowledge base remain accurate and up to date.

• Identify the main customer and operational pain points and lead their resolution.

• Use Support data and feedback to improve customer journeys and reduce avoidable contacts.

• Evolve the Support model through automation AI and tools that improve both the customer experience and operational efficiency.

4. Support offers and channel strategy

• Own the quality and evolution of the Standard and Premium Support offers.

• Define the service levels channels and commitments associated with each offer.

• Ensure the quality of services delivered particularly to strategic customers.

• Identify the changes required to the offers and service model based on customer needs and company priorities.

5. Functional management

• Provide functional leadership to the Customer Lead and the providers teams in partnership with the Customer Lead.

• Ensure alignment between internal teams including Product Tech Technical Success and Sales and the external partner.

• Foster a customer- and performance-oriented culture.

• Ensure alignment between Support and internal teams particularly Product Engineering Technical Success Customer Success and Sales.

6. Escalation management and service quality

• Oversee major incidents customer escalations and sensitive situations.

• Lead remediation plans and monitor them through to resolution.

• Ensure clear and appropriate communication with internal and external stakeholders.

• Turn recurring incidents and escalations into structural improvement initiatives to limit their recurrence.

Experience

• At least 4 years of experience managing Customer Support or Customer Operations.

• Proven experience managing external providers including BPO and outsourcing partners.

• Experience in a SaaS or technology environment is highly valued.

• Experience managing major incidents and sensitive situations.

• Experience delivering automation AI chatbot or knowledge transformation projects.

Skills

• Performance and KPI management.

• Vendor management and contractual governance.

• Excellent analytical and reporting skills.

• Continuous improvement project management.

• Cross-functional management and influence.

• Strong customer orientation.

• Bonus skills: Salesforce Service Cloud Metabase and automation tools such as Zapier or n8n.

Personal qualities

• Leadership.

• Strong organisational and prioritisation skills.

• Analytical mindset.

• Excellent communication skills.

• Ability to manage complex environments and sensitive situations.

• A mission that matters in a world challenged by AI-driven fraud

• A vision built on integrity

• A European & sovereign platform

• A certified B Corp

• The golden age of Yousign

• Salary: OTE (Base Variable )

• BSPCE

• Meal vouchers (Swile): 10.50/day 50% covered by Youtrust

• Health insurance (Alan): 50% covered by Youtrust

• Life & disability insurance: 100% employer-covered

• Wellbeing: Axomove (4 physio sessions) and (6 therapy/coaching sessions)

• Transportation: 50% reimbursement for public transport for hybrid workers

• Leeto: Access to numerous employee discounts

• Time off: 10 RTT days/year plus menstrual leave parenthood benefits seniority days

• 1 volunteering day/year learning & development budget and more