Responsable Support Client

Job Description

As Responsable Support Client, spearhead Zendesk management to ensure seamless operations, prioritizing tickets, maintaining response quality, and adhering to deadlines. Address customer inquiries swiftly and accurately, exhibiting a strong commitment to service excellence. Manage complaints and sensitive situations with mediation skills and a solution-oriented approach. Analyze recurring issues to identify root causes and collaborate with internal teams to enhance deliverables and the overall customer experience. Continuously refine support processes, implementing automations and AI scenarios. Structure and enrich the knowledge base, working closely with Sales, Coaching, and Delivery teams. Provide regular reports on support performance and customer satisfaction.

Qualifications

1. Advanced proficiency in Zendesk. 2. Proven experience in customer support and complaint management. 3. Ability to establish a clear and professional rapport. 4. Excellent written communication skills, structured and precise. 5. Strong autonomy and sense of responsibility. 6. Operational leadership and solution-oriented mindset. 7. Aptitude for AI, automations, and process optimization. 8. Continuous improvement mindset and systemic vision. 9. Good understanding of the coaching, accompaniment, or entrepreneurship environment. 10. Understanding of customer transformation dynamics and related relational stakes.

Benefits

- High-impact role in the overall customer experience. - Growth-oriented environment focused on excellence and responsibility. - Real autonomy in structuring the support division. - Opportunity to build, optimize, and evolve processes. - Cross-functional collaboration with multiple strategic departments.