Support Operations Lead F/M/X
Phoenix Permanent Job English, French
en fr
About LittleBig Connection
The world of work has been transforming at an incredible speed. Today, companies must not only adapt to keep pace with change – they have to get ahead of the game. They need to function as integrated organizations, positioning the best talent at the heart of each project to leverage the right skills at the right time.
LittleBig Connection is the solution that connects big companies with external experts looking for the best projects available.
We create a direct and transparent link between all companies and stakeholders, big and little, so they can team up more easily than ever before.
Through our platform, which allows:
- Clients to publish on our marketplace all their requirements (RFPs) for external consulting services.
- Over 500,000 Consulting companies, IT Vendors, freelancers etc to identify their next projects and submit their consultants/candidates profile. - The whole ecosystem to collaborate from Sourcing to Payment digitally (legal support, performance monitoring tools, timesheets, invoicing etc.)
As the leading international player in its industry, LittleBig Connection supports 280 major clients such as AXA, Carrefour, Sephora, Decathlon, Air France or Kering in their
Big innovation projects and flexibility needs. With the ambition to become the international leader of Total Workforce Management by 2025, LittleBig Connection is present in 25 countries around the world and has no intention of stopping there: Canada, India, Vietnam, Spain, Mauritius, Tunisia... the
#FutureofWork ❤️ Thrive in the new digital business world
🚀 Lead high value-added strategic projects with a concrete business impact
🌍 Experience working in a young and international atmosphere, with colleagues on all 5 continents
🏡 Benefit from a flexible work environment with remote working options
👨🎓👩🎓 Access a variety of training courses and continuously improve your skills
🎉 Take part in the events organized by our LittleBig Crew: work socials team building events... moments you won't want to miss!
Job description
We are looking for a strategic and dynamic Support Operations Lead to lead our customer support initiatives and ensure exceptional service delivery to our SaaS platform users. In this role, you will oversee the entire customer support function, focusing on enhancing customer satisfaction, optimizing support processes, and leading a talented team of customer support professionals. You will be instrumental in shaping the overall customer experience and driving our support operations to scale with our rapidly growing business.
Your LittleBig responsibilities
Strategic Leadership:
Develop and implement a comprehensive support strategy that aligns with company goals and elevates the support experience of our stakeholders (customers, suppliers, process owners, internal requesters...) Lead, mentor, upskill and inspire the global customer support team of 25+ collaborators located in Mauritius and Tunisa, fostering a culture of excellence, collaboration, and continuous learning. We are seeking a leader ready to play on the field with his.her team, able to conciliate strategic objectives with a hands-on approach.
Operational Oversight:
Manage day-to-day support operations, ensuring high service levels and adherence to SLAs and quality standards. Support operations include reactive and proactive management of business processes, technical support to users, incidents management and operational support. Act as the primary escalation point for complex or high-impact issues, ensuring timely resolution and clear communication. Constantly upgrade the quality and performance of the overall operations by closely following on delivery, quality and quantity signals.
Customer Interaction Management:
Ensure the support team delivers timely, empathetic, and efficient responses to customer inquiries across multiple channels (chat, email, phone). Maintain a high Customer Satisfaction Score (CSAT) across all interactions, aiming for 95% or higher.
Cross-Functional Collaboration:
Collaborate with Business, IT, Finance, Customer Success, and Product teams to resolve complex customer issues and enhance platform usability. Provide feedback to product team based on customer insights to inform improvements in functionality.
Performance Metrics and Reporting:
Regularly track team performance using metrics like first response time, resolution time, quality and customer feedback to assess and enhance support performance. Implement process improvements and optimize workflows, tools, and systems to scale support operations effectively.
Crisis Management:
Lead crisis management efforts, effectively handling major incidents and implementing appropriate communication and resolution strategies.
Candidate Profile
8+ years of experience in customer support, with at least 5 years in a leadership or managerial role, preferably in a SaaS or tech environment. Proven track record of managing and mentoring teams, with a strong focus on talent development and fostering a results-driven culture. Strong technical proficiency. Knowledge of support ticketing systems and state of the art support operations frameworks such as ITIL. Experience implementing processes for troubleshooting technical issues is a plus. Hands-on approach : lead by example with and in the team. Deep commitment to customer satisfaction and a passion for delivering top-tier support. Excellent analytical and problem-solving skills, with the ability to identify root causes and implement effective solutions. Outstanding communication skills in both French and English, with the ability to convey complex information to both technical and non-technical stakeholders. A proactive mindset towards continuous improvement and adaptability to evolving business needs.
If you are looking for an opportunity that offers professional growth while being part of a dynamic global team, then we would love to hear from you.
We believe that a diverse and inclusive workplace is central to our success, which is why all qualified candidates are invited to apply regardless of gender, sexual orientation, disability, age, religion and belief, nationality or culture. We are committed to live out a culture where we provide equal opportunities for all.
LittleBig Connection
Support Operations Lead F/M/X
