High Touch Operations Manager with French

 About the Role:

Join company's Customer Experience (CX) team and be part of a transformative journey! We're reshaping our CX Operating Model to deliver personalized, proactive, and predictive interactions, helping customers maximize the value of their technology investments. You’ll work in a dynamic, customer-centric environment that values simplicity and collaboration. This role is key to building trust and long-term relationships with our customers. You’ll collaborate with cross-functional teams and use data-driven insights to create a seamless customer experience. If you're passionate about innovation, empowerment, and making a difference - this is the place for you!

Responsibilities:

• Act as the main point of contact for customers regarding support-related questions
• Manage and follow up on critical incidents affecting customer networks
• Support the Expert Care program for major accounts
• Use internal tools to monitor and resolve customer service requests
• Coordinate with internal teams to ensure timely problem resolution
• Maintain strong customer relationships through email, phone, chat, and video conferencing
• Organize and participate in root cause analysis upon customer request
• Lead regular customer meetings (weekly and quarterly)
• Participate in high-severity incident troubleshooting sessions and communicate updates to customer management
• Conduct weekly case reviews and track incident KPIs and SLAs

Minimum Qualifications:

Languages

• French and English – mandatory (3 of 4 customers are French-speaking; 1 is Slovak)
• Proven leadership skills and ability to take initiative
• Experience in a support environment is a plus
• Ability to work with engineers to identify and resolve product or software issues
• Strong organizational and coordination skills
• Solid understanding of business processes in a support context
• Basic technical and networking knowledge (you’ll rely on Engineers for deep expertise)

Nice to Have Skills:

• Fluency in Slovak
• Cisco CCNA certification or higher
• ITIL Foundation (intermediate level recommended)
• Understanding of enterprise IT environments

Offer:

• This position is 100% remote for candidates located outside of Cracow. For those based in Cracow, a hybrid work model is required, with 2 days per week in the office
• Contract of Employment via Experis
• MultiSport Plus
• Group insurance
• Medicover Premium
• e-learning platform