Customer Support Senior Manager
About this role
<h2>About Youtrust</h2><p>Founded in 2013, Youtrust is a European digital trust platform. It enables document, identity and business analysis and verification, compliance checks, and electronic signature.<br>Compliant with the strictest European regulations, including the eIDAS regulation, and ISO/IEC 27001 certified, Youtrust guarantees the security, integrity and traceability of digital transactions, while giving businesses full control over their data.<br>With more than 35,000 customers and 1 million users across Europe, Youtrust brings together the entire digital trust chain in a flexible, easily integrable API, enabling AI Agents, SaaS software and SMEs/mid-sized companies to secure their regulatory processes.<br>As a B Corp certified company, Youtrust is committed to combining technological innovation, compliance with European standards and positive impact, putting security and transparency at the service of businesses.</p><h2><strong>About the role</strong></h2><p>The Customer Support Senior Manager helps define the vision for Customer Support and evolve its outsourced operating model in line with the Customer Experience strategy and the company’s priorities.</p><p>They are responsible for the overall performance of Support and the quality of the experience delivered to customers. They translate this ambition into an efficient, scalable operating model with high standards of service quality.</p><p>They lead Support performance and continuous improvement, and proactively contribute to its evolution through AI, automation, tools and customer journey optimisation.</p><p>They manage the relationship and operations with the external provider, act as the main point of contact and ensure alignment with the company’s standards and objectives.</p><h2><strong>Your missions</strong></h2><p><strong>1. Managing the external provider</strong></p><ul><li><p>Act as the main point of contact for the support provider.</p></li><li><p>Define performance objectives, forecast volumes and capacity requirements.</p></li><li><p>Manage the partner’s operational governance across all channels and service levels: tickets, inbound calls and Premium services.</p></li><li><p>Lead operational and strategic governance meetings, including regular reviews, monthly committees and QBRs.</p></li><li><p>Ensure compliance with contractual commitments, SLAs and quality standards.</p></li><li><p>Lead action plans and continuous improvement initiatives.</p></li><li><p>Ensure the reliability of the data, reports and forecasts produced by the partner.</p></li><li><p>Monitor action plans and coordinate continuous improvements.</p></li><li><p>Ensure compliance with security, confidentiality and data protection requirements.</p></li></ul><p><strong>2. Performance and KPIs</strong></p><ul><li><p>Define, monitor and evolve the main Support performance indicators by channel, market, segment, priority and service level.</p></li><li><p>In particular, monitor:</p><ul><li><p>SLA compliance;</p></li><li><p>first response time;</p></li><li><p>resolution time;</p></li><li><p>customer satisfaction (CSAT);</p></li><li><p>response quality;</p></li><li><p>escalation rate;</p></li><li><p>team productivity.</p></li></ul></li><li><p>Identify performance gaps, their causes and the related corrective actions.</p></li><li><p>Produce analyses and recommendations for senior leadership.</p></li><li><p>Provide clear, actionable dashboards for internal teams and the external provider.</p></li></ul><p><strong>3. Operational excellence and continuous improvement</strong></p><ul><li><p>Define and evolve the processes, standards and routines required to provide efficient and scalable Support.</p></li><li><p>Ensure that documentation, procedures and the knowledge base remain accurate and up to date.</p></li><li><p>Identify the main customer and operational pain points and lead their resolution.</p></li><li><p>Use Support data and feedback to improve customer journeys and reduce avoidable contacts.</p></li><li><p>Evolve the Support model through automation, AI and tools that improve both the customer experience and operational eff