Customer Support Manager (French Speaker)

About Us

At Nextlane, we don't just develop software solutions - we create the future of the automotive industry.

We are a company that combines advanced technology with a clear vision: simplifying and digitizing every step of the automotive customer journey, empowering manufacturers and dealerships to thrive in a constantly evolving market.

We believe in the value of every team member, offering opportunities for you to develop and contribute to meaningful solutions.

So... What does it mean to be a #Nextlaner?

• Be part of a growth-oriented culture.

• Collaborate with colleagues from all over the world.

• Believe in the Power of ideas and the diversity of thought.

• Be committed to provide an environment where you can learn, grow, and collaborate on projects that make a global impact.

Our success is measured not just by results, but also by the growth and satisfaction of those who are part of our company.

At Nextlane, you'll have the opportunity to innovate, push boundaries, and work on solutions that are transforming the automotive world.

About the role:
This is a foundational leadership role with a unique opportunity to build and scale a new Customer Support Centre of Excellence from the ground up.

As Support Manager, you will have full ownership of establishing the team, defining operating models, and setting the standards for customer support excellence across multiple markets. You will play a critical role in shaping how Nextlane delivers technical support globally, combining hands-on leadership with strategic impact.

This role is ideal for a leader who enjoys building teams, creating structure where little exists, and turning complexity into scalable, high-quality customer experiences.

Your mission:

• Build, lead, and scale a new Customer Support team serving international customers
• Establish a Centre of Excellence mindset with clear standards, best practices, and ways of working
• Own onboarding, knowledge transfer, and capability development to ensure fast ramp-up and long-term scalability
• Ensure high-quality, timely, and customer-centric technical support delivery

Your Responsibilities:

Build & Lead the Team

• Recruit, onboard, and develop a high-performing Customer Support organization
• Define team structure, roles, responsibilities, and career paths
• Create a culture of accountability, collaboration, and continuous improvement
• Act as a hands-on leader and escalation point for complex or critical issues

Onboarding & Knowledge Excellence

• Carry out and support structured onboarding programs for new team members
• Lead knowledge transfer from existing teams and subject matter experts
• Build and maintain playbooks, documentation, and internal knowledge bases
• Ensure consistent service quality through training, coaching, and clear standards

Support Operations & Customer Experience

• Own end-to-end support operations including ticket handling, prioritization, and escalation
• Ensure SLAs, quality targets, and communication standards are met
• Monitor workload, backlog, and capacity planning to support growth
• Drive a customer-first mindset across all support interactions

Performance & Continuous Improvement

• Define, track, and improve key KPIs such as CSAT, response time, and resolution time
• Identify recurring issues and lead root-cause and improvement initiatives
• Continuously optimize tools, processes, and workflows

What We're Looking For:

• Experience: Proven experience leading technical customer support teams in a SaaS or software environment. Experience building or scaling teams and operational structures. Strong understanding of support models, SLAs, ticketing systems, and escalation frameworks
• Languages: English (B2) is mandatory, as well as an additional language such as French, Spanish, Portuguese, Dutch or German.
• Communication: Strong verbal and written communication skills, with the ability to clearly convey complex topics to both technical and non-technical stakeholders. Comfortable acting as an escalation point and representing Support in cross-functional discussions.

• Technical Skills: Experience with support and ticketing platforms (e.g. Zendesk, Jira, ServiceNow or similar)

o SQL knowledge

o Familiarity with CRM systems and customer-facing tools

o Ability to understand technical architectures and collaborate effectively with Product and Engineering teams

o Experience working with reporting, KPIs, and operational dashboards

• Interpersonal Skills: Strong people leadership and coaching capabilities
  
  • Structured, pragmatic, and hands-on leadership style
  • Customer-first mindset with a focus on quality and accountability
  • Comfortable building trust, motivating teams, and driving change in a growth environment

Our Recruitment Process:

1. 15-minute introductory call with our Talent Acquisition Specialist.
2. 45-minute interview with Customer Support Director & Customer Support Manager.
3. 45-minute interview with Customer Support VP.

What We Offer:

We understand that flexibility and trust are essential for our teams. Here are some of the benefits we offer:

• Hybrid Work: Rotational model, 1 week at the office and 1 week working remotely.
• Annual Payments: 14 payments per year (12 monthly payments + 1 summer bonus + 1 Christmas bonus in November).
• Meal Voucher: €10.20 per working day.
• Vacation: 23 vacation days, plus 24th or 31st December off.
• Language Training: Access to group classes in Spanish, English, or French.
• Private Medical Insurance: Multicare coverage, starting after the probation period.
• Teambuilding: Join us for memorable afterworks and team activities!

Diversity, Inclusion & Belonging

At Nextlane, we are committed to creating a space where everyone feels valued and respected. We firmly believe that diversity in experiences and backgrounds strengthens our culture and drives innovation.

• Support for people with disabilities. If you need any adjustments during the recruitment process, let us know so we can provide the best possible experience.
• Equal opportunities for all: We welcome applications regardless of age, gender, origin, disability, or any other characteristic protected by law.

Join Nextlane and become part of the technological revolution in the automotive industry.

Discover why we are a great place to develop your talent!

Department Customer Excellence Locations Portugal - Porto Remote status Hybrid