Responsable Support Client
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Job Description
Responsable Support Client overseeing Zendesk and managing customer relationships in a growing entrepreneurial support company. Ensuring operational excellence and quality in service delivery.
Responsibilities:
- Pilotage quotidien de Zendesk : gestion des tickets, priorisation, qualité de réponse, respect des délais.
- Traitement des demandes clients avec réactivité, précision et sens du service.
- Gestion des réclamations et des situations sensibles, avec une posture de médiation et de cadrage lorsque nécessaire.
- Analyse des insatisfactions récurrentes et identification des causes racines.
- Collaboration avec les équipes internes pour améliorer la qualité des livrables et l’expérience globale.
- Optimisation continue des process support et des parcours de traitement.
- Mise en place d’automatisations, workflows et scénarios IA.
- Structuration et enrichissement de la base de connaissance.
- Coordination étroite avec les pôles Sales, Coaching et Delivery.
- Reporting régulier sur la performance support et la satisfaction client.
Requirements:
- Maîtrise avancée de Zendesk.
- Expérience confirmée en support client et gestion de réclamations.
- Capacité à poser un cadre relationnel clair et professionnel.
- Excellente communication écrite, structurée et précise.
- Forte autonomie et sens des responsabilités.
- Leadership opérationnel et posture orientée solution.
- Appétence pour l’IA, les automatisations et l’optimisation des process.
- Logique d’amélioration continue et vision systémique.
- Bonne connaissance du milieu du coaching, de l’accompagnement ou de l’entrepreneuriat.
- Compréhension des dynamiques de transformation client et des enjeux relationnels associés.
Benefits:
- Rôle à fort impact dans l’expérience client globale.
- Environnement en croissance, orienté excellence et responsabilité.
- Autonomie réelle dans la structuration du pôle support.
- Possibilité de construire, optimiser et faire évoluer les process.
- Collaboration transverse avec plusieurs départements stratégiques.
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