Head of Support - French Speaking

At IMD, we're an innovative company driving success across multiple online ventures, with a strong focus on the French market. We're ambitious and we're growing rapidly.
About the role:

We are looking for a hands-on Head of Support to lead our Support function within the Tech department. You'll be responsible for the smooth running of the support operations, playing a crucial role in ensuring customer satisfaction, technical troubleshooting, and internal team collaboration. As the link between our support and development teams, you'll facilitate effective issue resolution and champion continuous improvement in both process and service delivery.

You will contribute significantly to the company's product development process by providing vital insights from the support function and ensuring that customer feedback is embedded in our product evolution. You'll be a strong communicator, able to engage effectively with clients, teams, and key stakeholders, ensuring that support is aligned with the company's broader goals.

This role offers an exciting opportunity to make a real impact in a dynamic environment that demands technical expertise, problem-solving abilities, and a commitment to operational excellence.

In-person attendance at our London office, 4 days a week is required for this critical role.

Responsibilities

Operational and Customer-Centric Leadership:

You'll oversee the day-to-day operations of the support team, ensuring that service levels are met and improved upon. You'll implement processes and tools that enhance response times, team efficiency, and overall service quality.

You'll act as the escalation point for complex issues, ensuring that our customers receive best-in-class support. You'll tailor your approach to meet the specific needs of different clients and teams, always with the goal of delivering excellent service and solutions.

Problem Solving and Incident Management:

You'll excel at identifying, communicating, and reporting complex and potentially ambiguous system issues. Your ability to approach challenges with a creative and open mind will be key to navigating and resolving high-impact technical issues efficiently.

Defining Knowledge Bases and Best Practices:

You'll lead the documentation of best-practice processes across our support teams. By fostering a culture of innovation, you'll drive improvements in how we resolve issues and maximise collaboration between departments.

You'll utilise data and analytics to drive continuous improvements in support performance. Regularly reporting on key metrics such as response times, customer satisfaction, and issue resolution will be key to making informed decisions and optimising team output.

Team Leadership and Development:

You'll lead, mentor, and inspire teams of support agents.You'll challenge your teams to continually improve, setting clear performance metrics and fostering a culture of collaboration, accountability, and high performance.

Stakeholder Management and Cross-Functional Collaboration:

You'll work closely with our founders, Tech team, and other key stakeholders to align support functions with product development and customer service goals. Clear and regular communication will be essential in maintaining transparency and promoting effective collaboration.

Requirements

We're looking for someone with:

• Proven experience in providing top-tier support for technical products and services within a SaaS or eCommerce environment.
• A successful track record of leading and developing support teams to deliver exceptional results.
• Excellent communication skills, including the ability to explain complex technical issues in a clear, understandable manner.
• Strong problem-solving skills, with the ability to break down issues methodically and propose effective solutions.
• Experience in effective stakeholder management, with examples of cross-functional collaboration.
• A fast learner who thrives in a feedback-driven culture and is comfortable adapting to new tools and processes.
• Excellent organisational skills, with the ability to prioritise tasks in a dynamic environment.
• Fluency in French, with a good understanding of French administrative and bureaucratic processes.

It would be a plus if you have:

• Experience with Zendesk and/or HelpScout, as both are critical tools in our support operations.
• Experience implementing new software and processes to enhance the efficiency of support teams.
• Familiarity with cloud technologies and networking.
• Previous experience in a startup or scale-up environment.

Benefits
The Package

• £55K -£65K per annum
• Performance-related, quarterly-paid bonus - 10% per year
• 25 days holiday + Bank Holidays

The Perks

• At least one legendary company trip per year (Worldwide unique experiences)
• £17 Deliveroo lunch credit for each day in the office
• MacBook Buy-Back option
• £500 home office budget