Spécialiste SailPoint IIQ développant et intégrant des solutions de gestion des identités pour Wepoint. Personnalisation, optimisation et soutien technique des environnements d’entreprise.
About the role
- Customer Support Lead running support operations for Carrus’s automotive management software. Improving queues, SLAs, troubleshooting, team performance, and bilingual customer resolution.
Responsibilities
- Develop and continuously improve support-ticket processes and workflows, including KPI data collection and automation playbooks
- Coach and mentor support agents to improve ticket resolution rates and customer satisfaction
- Lead daily team operations, including business-hours coverage, daily huddles, one-on-ones, and resolution standards
- Handle high-priority tickets and inbound calls and requests in French and English
- Triage and prioritize queues, maintaining backlog and response times within agreed targets
- Escalate bugs to Product and Development with clear, reproducible details and follow them through resolution
- Lead customer communications during outages, problematic releases, and escalations
- Co-develop the knowledge base and maintain internal runbooks and response templates
- Configure and manage Jira Service Management categories, workflows, and SLAs
- Partner with Onboarding on customer handoffs to support
- Track and report team performance and ticket-volume drivers to the General Manager
- Handle support issues involving customers through IT partners and technology vendors
Requirements
- 3+ years in B2B software support, including at least 2 years formally leading or supervising a support team
- Track record of measurable improvement, such as reducing backlog, raising CSAT, or cutting repeat tickets
- Fluent in French and English, written and spoken
- Experience in a phone-based or call-centre support environment supporting business-critical software such as ERP, POS, inventory, or dealer/shop management systems
- Strong hands-on troubleshooting across installs, hosted environments, user permissions, POS hardware and printers, and basic networking
- Experience configuring and running a ticketing platform such as Jira Service Management, Zendesk, or Freshdesk
- Calm, clear communication with frustrated counter staff and business owners
- Self-motivated and able to lead a team effectively in a remote environment
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
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