Customer Support Director
Lead and scale our customer support operations as Davai grows. You will own the full support function, from tooling and processes to team building and client relationships.
Responsibilities
- Build, manage and mentor the customer support team
- Define support processes, SLAs and escalation paths
- Own customer satisfaction metrics (CSAT, NPS, resolution time)
- Work closely with engineering and product to close feedback loops
- Implement and maintain support tooling and knowledge bases
Requirements
- 5+ years in customer support, including 2+ in a leadership role
- Strong written and verbal communication in French and English
- Experience with support platforms (Zendesk, Intercom or equivalent)
- Analytical mindset with comfort using data to drive decisions
- Ability to work cross-functionally in a fast-paced environment
Nice to have
- Background in a technology consultancy or SaaS company
- Familiarity with technical products and developer audiences