Position: Senior Manager, Customer Service
Status: Full-time
Location: Spordle Headquarters (4 days on-site)

About the Company
Spordle is a leader in developing SaaS solutions for sports management. We partner with federations, clubs, and sports organizations to provide innovative tools that simplify operations and maximize impact.

We are looking for a passionate and experienced Customer Service Team Lead to join our growing team.

Key Responsibilities

Managing the Customer Support Team

Lead a team consisting of:

• Level 1 (L1) and Level 2 (L2) customer service agents.
• A product documentation specialist.
• A continuous user training specialist.

Supervise daily team operations, set performance objectives (KPIs), and track progress.
Train, mentor, and motivate team members to ensure exceptional customer service.

Ticket Management, Escalations, and AI Tools

• Oversee ticket management processes (L1, L2, L3) and ensure resolution timelines meet standards.
• Leverage and optimize Forethought AI, our artificial intelligence chatbot, to reduce ticket volume and enhance customer experience.
• Generate and analyze reports from Forethought AI to identify trends, frequent issues, and improvement opportunities.
• Handle support tickets during peak periods (high season) to assist in reducing response times.
• Collaborate closely with the development team and business analysts to prioritize fixes, improve products, and resolve complex issues.

Optimization and Continuous Improvement

• Implement processes to enhance support efficiency and quality.
• Identify automation opportunities or improvements for support tools (knowledge base, Forethought AI, chatbot, etc.).
• Ensure user documentation is up-to-date and relevant.
• Work with Spordle teams to improve user experience by making products more intuitive and user-friendly.
• Train users and enhance documentation to reduce ticket volumes and encourage customer autonomy.

Customer Relations

• Act as a critical liaison with customers to understand their needs and expectations.
• Maintain high customer satisfaction by ensuring issues are resolved quickly and effectively.

Profile Sought

Technical Skills

• Significant experience (5+ years) in SaaS platform support, with in-depth knowledge of support levels (L1 [AI Chatbot], L2 -> L3 Dev).
• Ability to analyze complex technical problems and collaborate with technical teams to resolve them.
• Proficiency in ticket management and CS tools (e.g., Jira and Confluence).
• Experience with AI tools, including chatbots such as Forethought AI.
• Knowledge of technical writing (an asset).

Management Skills

• Proven experience managing a team, including recruiting, training, and performance evaluation.
• Ability to prioritize tasks and manage multiple priorities simultaneously.
• Strong interpersonal skills and the ability to navigate complex situations.

Personal Attributes

• Analytical and logical mindset for quickly diagnosing issues.
• Customer-oriented attitude with a strong ability to build trust.
• Proactive, autonomous, and motivated by achieving results.

Requirements

• Degree in computer science, management, or a related field.
• Fluency in French and English (spoken and written).
• Experience in technical support environments and product documentation.

What We Offer

• The opportunity to play a key role in a growing company.
• A collaborative and innovative culture.
• Competitive benefits, including a continuous learning program.
• The chance to work with cutting-edge tools and tackle exciting challenges.