High Touch Operations Manager with French

Experis to światowy lider rekrutacji specjalistów i kadry zarządzającej w kluczowych obszarach IT. Z nami znajdziesz konkurencyjne oferty zatrudnienia oraz ciekawe projekty IT skierowane zarówno do ekspertów z wieloletnim doświadczeniem, jak i osób, które dopiero zaczynają swoją przygodę w branży IT.

Location: This position is fully remote for candidates located outside of Cracow. For those based in Cracow, a hybrid work model is required, with 2/3 days per week in the office
Salary: 10 000 - 11 000 PLN/month gross (Contract of Employment via Experis)

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:

• MultiSport Plus

• Group insurance

• Medicover Premium

• e-learning platform