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LeadFull-timeAI
Salary Range
$65,025 - $87,975 /year
This salary is estimated based on similar roles. The actual salary may vary.
About the Role
We are looking for our first Customer Support Lead to shape the team structure, processes, tools, and culture at Zefir, Europe's fastest-growing AI Real Estate Marketplace. This role is critical to transforming customer experience and driving growth through fast response times and high CSAT scores.
Key Responsibilities
- →Own customer satisfaction by maintaining strong CSAT scores and identifying churn risks early
- →Hire and build a high-performing Customer Support team from the ground up
- →Define the long-term vision for support operations, considering in-house vs. outsourcing
- →Drastically reduce response times through tooling implementation, self-service increase, and process improvement
- →Partner with Product, Ops, and Sales to close customer feedback loops and drive improvements
- →Lead or collaborate on transversal projects (automation, AI, etc.) in a fast-paced environment
Requirements
- ✓5+ years in customer support, including 2+ years managing teams, ideally in marketplaces or high-growth tech companies
- ✓Proven track record deploying or significantly improving customer support tool stacks
- ✓Strong data-driven mindset with experience using metrics to diagnose problems and measure impact
- ✓Experience building scalable processes in fast-paced, ambiguous environments
- ✓Excellent leadership and communication skills to align cross-functional teams
- ✓A passion for coaching and developing high-performing teams
- ✓Fluency in French and English is mandatory
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