Customer support Manager

ABOUT US

Signaturit Group is the Europeen champion of complete and secure digital transactions. Thanks to a modular platform we automate transactional processes from identity verification and KYC to electronic signature and legal archiving. More than 100 thousand customers rely on our solutions to accelerate their business activities while optimizing their operations.
As a certified Trusted Service Provider we control over 35 million documents and carry out more than 180 million signatures a year guaranteeing security compliance and legal value.

In France you may know us as Universign (for electronic signatures) and VIALINK (for client onboarding and KYC).

Today more than 400 experts and passionate professionals based in Paris Barcelona and Valencia are working every day towards our shared success.

We are looking for a highly motivated and customer-obsessed Customer Support Manager to lead our support team and deliver an outstanding customer experience for our SaaS platform. You will manage daily support operations coach the team optimize support processes and ensure we consistently exceed customer expectations.

What you will do at Signaturit

• Team Leadership & Management:
  - Lead mentor and develop a team of Customer Support Specialists/Engineers.
  - Oversee hiring onboarding and ongoing training initiatives.
  - Conduct performance evaluations and foster a positive customer-first team culture.
  
• Customer Support Operations
  - Manage day-to-day support activities across all channels (tickets chat email phone).
  - Ensure SLA compliance high-quality responses and timely resolution of customer issues.
  - Maintain and improve customer-facing documentation and knowledge base content.
  
• Customer Experience & Escalation Management
  - Serve as the point of escalation for complex or high-impact customer issues.
  - Work closely with Product and Engineering teams to ensure customer issues are prioritized and resolved.
  - Act as the internal advocate for customers providing insights on recurring pain points and feedback.
  
• Process & Performance Optimization
  - Monitor key support metrics (CSAT first response time resolution time backlog).
  - Analyze data to identify trends and drive continuous improvement initiatives.
  - Implement new workflows automation and tools to enhance efficiency and customer satisfaction.
  
• Tools & Systems Oversight
  - Manage support tools (Zendesk Intercom Salesforce or similar platforms).
  - Ensure workflows macros triggers and reporting dashboards are optimized.
  - Evaluate and recommend new technologies to improve support operations

What we believe should contribute to your success in this context

• 5-7 years of experience in customer support within a SaaS or technology environment.
• Minimum 3 years of experience managing a customer support team.
• Strong understanding of SaaS operations customer lifecycle and support best practices.
• Excellent communication leadership and problem-solving skills.
• Experience with support analytics and data-driven decision-making.
• Fluent in English and Spanish French is a plus.

Nice to Have

• Experience supporting B2B SaaS customers.
• Familiarity with ITIL incident management or customer success methodologies.
• Technical knowledge of APIs integrations or cloud platforms.

Indicative Interview Process (may vary if needed but well try our best to anticipate and inform):

• HR Discovery Call (30 min)
• 1st interview with our business (direct report)
• Business case
• 2nd interview with our business & business case feedback
• Reference check

Why Join Us

• Flexible hybrid work set up
• Flexible working hours
• Summer intensive working schedule
• Intensive workday on Fridays (all year long)
• Health Insurance for you and 50% on each kids
• Flexible benefits (Coverflex)
• Access to specialized technical training platforms
• Celebrate your birthday with a day off
  

Join Our Vision

Be part of Signaturit Groups journey to revolutionize digital transactions across Europe and beyond. We are excited to welcome fresh talent who are eager to make a meaningful impact in the digital world.

For more information explore our website and discover how you can contribute to our mission.

We are looking forward to meeting you!

* The use of the masculine gender has been adopted for ease of reading and is not intended to be discriminatory.