Customer Care Team Lead

Kolecto

. Directly manage Customer Support Specialists .

Posted 9/29/2026full-timeParis • FranceSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates strong leadership in managing customer support teams, with a focus on performance monitoring, team development, and effective communication. Proficient in utilizing Intercom and JIRA for operational efficiency while maintaining a customer-centric approach in a fast-paced environment.

Highest-signal resume keywords

Proficiency In IntercomTeam Leadership ExperienceCustomer Support ManagementFluent English And FrenchExperience In Fintech Or B2B SaaS

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

IntercomJIRAPerformance DashboardsCustomer SupportCSAT/DSAT AnalysisWorkflow OptimizationTicket ManagementData AnalysisOnboarding ProcessesSLA Management

Soft Skills

People-First LeadershipEmpathySolution-Oriented MindsetCalm Under PressureResilience

Tools & Technologies

NotionAI Bot

Certifications & Qualifications

Criminal Record ExtractValid Residence Permit

Industry Keywords

FintechB2B SaaSCustomer Care OperationsPerformance ManagementCustomer Feedback

Tech Stack

Tools & technologies

Flux

About the role

Key responsibilities & impact

Directly manage Customer Support Specialists
Lead daily rituals, daily meetings, and individual KRs
Maintain team motivation and conduct 1:1 meetings
Monitor performance and support career development
Ensure real-time allocation of Intercom and phone queues
Manage SLAs, including response time, resolution time, and ticket volume
Analyze CSAT/DSAT customer feedback and de-escalate critical cases
Respond directly to the most complex tickets
Participate in recruitment and ensure effective onboarding for new hires
Collaborate with the Quality Manager and Knowledge Manager to implement the quality framework
Enrich the single source of truth in Notion
Identify recurring contact reasons and customer pain points
Escalate friction points to the Customer Care Operations Manager
Contribute to improving the AI bot, team training, and workflow optimization
Work with the Quality Manager and Care Operations Manager to escalate operational friction points

Requirements

What you’ll need

Proficiency in Intercom (or Zendesk) and JIRA is required
Comfortable working with numbers and performance dashboards
Knowledge of the financial challenges faced by entrepreneurs and small businesses: cash flow, invoicing, VAT, and accounting tools
Excellent spoken and written French
Fluent English, in a scale-up/international environment
At least 5 years of customer support experience
1–2 years of experience as a Team Lead or in people management
Experience in Fintech or B2B SaaS is preferred
People-first leadership: sharing knowledge, supporting, and developing team members
Empathy and firmness: providing balanced, constructive feedback
Solution-oriented mindset and calm under pressure
Ability to support and lead change
Resilience and the ability to handle critical situations calmly
To complete the hiring process, provide a criminal record extract (Bulletin No. 3)
Provide a valid residence permit, where applicable
Professional integrity check in accordance with regulatory requirements

Benefits

Comp & perks

Up to 3 days of remote work per week in France
Annual RTT policy (approximately 10 days per year)
Digital meal vouchers worth €11.52 including tax per working day, with 60% covered by Kolecto
Alan Blue health insurance, 70% covered by Kolecto
Two company seminars per year
Inspiring talks and after-work events
Hybrid work environment
Engaging internal events