Customer Support Team Lead

UpSlide is the document production layer for financial services. We orchestrate LLMs, machine learning, and workflow agents within Microsoft 365 to deliver reliable, quality outputs in the most efficient and cost-effective way. As a Microsoft Solutions Partner, with 14+ years supporting financial services teams, we bring together expertise from the tech, finance, and design fields to help clients like KPMG, BNP Paribas, Rothschild & Co. boost productivity while improving brand consistency across their corporate documents. 

We are a certified B Corporation, upholding the belief that businesses should have a positive impact on society.

Our values guide our approach to work and are at the heart of our recruitment process. To join our team, we look for individuals who value:

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  Proven experience managing or leading a customer-facing team, ideally in B2B SaaS, technical support, or a similar operational environment

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  Strong coaching and people-development skills, including the ability to give clear, constructive, and sometimes difficult feedback

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  Strong organizational skills and the ability to manage competing priorities across a team

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  Experience using service or operational metrics to identify issues and improve performance

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  Strong customer communication and escalation-management skills

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  Ability to understand technical issues and guide structured investigations, without needing to personally own every ticket

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  Fluent in French & English mandatory

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  Ability to collaborate effectively with Product, Engineering, and other customer-facing teams

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  A pragmatic, accountable approach to problem-solving, with a bias for ownership over escalation

• Experience directly managing a team of five or more people

• Experience supporting Enterprise customers

• Experience with Microsoft 365, Office add-ins, deployment, or IT environments

• Familiarity with Zendesk or a similar ticketing platform

• Experience with quality and knowledge management, or Support Operations

• Experience supporting distributed or international teams

• Familiarity with automation, AI-assisted Support, or self-service strategies

✨ If you don’t tick all the boxes but you think you’d be a great fit, please apply and tell us why.