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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates strong operational management skills, including team leadership across multiple sites, customer support excellence, and a commitment to continuous improvement in service delivery. Proficient in managing change and enhancing team performance in technical environments.
Highest-signal resume keywords
Operational ManagementTeam LeadershipCustomer Support ManagementChange ManagementTicketing Tools Experience
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Team ManagementPerformance Metrics TrackingVolume ManagementBacklog ManagementService Quality CommitmentContinuous ImprovementTechnical Environment KnowledgeTopography KnowledgeCAD KnowledgeLand-Use Planning Knowledge
Soft Skills
CollaborationEmployee DevelopmentCustomer Satisfaction MonitoringProblem SolvingAdaptability
Tools & Technologies
ZendeskTicketing Tools
Industry Keywords
Customer SuccessCustomer OperationsService DeskSupport TeamsTechnical Environment
Tech Stack
Tools & technologiesFlux
About the role
Key responsibilities & impact- Take responsibility for the Design, Field & Topo division
- Support teams based in Brest, Orvault, and Bois-Guillaume
- Ensure customer requests are handled in line with service commitments and performance targets
- Manage incoming volumes, prioritization, workload allocation, backlog, and escalations on a daily basis
- Track key performance indicators and implement the necessary actions to achieve targets
- Anticipate fluctuations in activity and adapt the organization to ensure service continuity and efficiency
- Manage and support Team Leaders and support teams
- Maintain a regular management presence across the different sites
- Support employees in developing their skills
- Support teams through changes to the organization, processes, and tools
- Participate in recruitment, onboarding, and talent development
- Ensure processes are followed and practices remain consistent across sites
- Monitor customer satisfaction, handle sensitive situations, and lead corrective actions
- Contribute to the continuous improvement of tools, processes, and ways of working
- Collaborate with the Customer Success, Customer Operations, Product, and R&D teams to improve the customer experience
Requirements
What you’ll need- Higher education qualification (Bachelor’s to Master’s level) in computer science, management, engineering, or an equivalent field
- At least 5 years of experience managing Support, Service Desk, or Customer Support teams
- Ideally, experience gained in a software or technical environment
- Proven experience managing teams distributed across multiple sites
- Strong command of operational management, including volume, priority, backlog, and production capacity management
- Experience with ticketing tools and their performance metrics (Zendesk or equivalent)
- Strong commitment to service quality and continuous improvement
- Experience leading change in evolving environments
- Ability to unite expert teams around shared objectives
- Strong interest in technical environments
- Knowledge of topography, CAD, infrastructure, or land-use planning would be a significant advantage
- Regular presence required with teams based in Orvault, Brest, and Bois-Guillaume
Benefits
Comp & perks- Performance-based variable compensation
- Profit-sharing and incentive bonuses
- Holiday bonus
- Swile meal card
- Health insurance and disability/life coverage, fully paid by the company
- 75% reimbursement of public transportation costs or a sustainable mobility allowance
- Access to Coline.care, a platform dedicated to health and well-being at work
- Remote work policy
- Corporate foundation and support for three charities each year
- Environmental initiatives throughout the year
- Personalized support for your career development, including career reviews, training, and internal mobility
- Two dining areas
- Recreation area with table tennis and foosball
- Outdoor space
- Parking