Associate Team Lead - Technical support (Remote - France)

Here’s a fully rewritten version of your job description following the requested Jobgether structure, keeping it professional, clear, and attractive while avoiding the company name in the main text:

This position is posted by Jobgether on behalf of a partner company. We are currently looking for an Associate Team Lead - Technical Support in France.

We are seeking an Associate Team Lead to act as the right hand of the Technical Support Team Lead, driving team performance, operational excellence, and customer satisfaction. You will oversee a team of support specialists, ensure adherence to KPIs and SLAs, and contribute to continuous process improvements. This role combines leadership, hands-on technical support, and project coordination, providing the opportunity to shape team culture, coach team members, and participate in key initiatives that impact both internal operations and customer experience. The ideal candidate thrives in a fast-growing, collaborative environment and is passionate about people management, efficiency, and delivering exceptional support.

Accountabilities:

• Maintain team productivity and performance, ensuring high levels of SLA and CSAT are met.
• Manage workforce planning, real-time scheduling, and ticket assignment to optimize availability.
• Coordinate projects and performance initiatives, supporting leadership in operational decision-making.
• Facilitate communication within the team and with external stakeholders, ensuring process adherence and continuous improvement.
• Onboard, train, and mentor new team members while identifying and addressing development needs.
• Engage, motivate, and coach the team, fostering a positive and collaborative work environment.
• Serve as the first escalation point for complex cases and act as a trusted relay in the absence of the Team Lead.

• Strong technical or accounting background, with the ability to train and upskill team members.
• Proven experience in customer relationship management and maintaining high satisfaction levels.
• Demonstrated interest and skill in people management, motivating teams, and creating a productive work culture.
• Excellent communication skills, with the ability to listen actively and convey information clearly.
• Ability to prioritize tasks, meet deadlines, and optimize support processes.
• Strong analytical and problem-solving skills, capable of handling complex technical issues methodically.
• Fluent in French and English, both written and spoken.