Director of Customer Support Product · Multiple locations

Sweep is hiring a Director of Customer Support to scale our Customer Support practice as we continue to grow

Sweep is on a mission to empower businesses to become Forever Companies. Sweep maps climate and ESG data across an entire business to reduce carbon emissions, improve social and environmental performance, and create audit-ready reports to run the best sustainability programs.

Climate change is the defining issue of our time. By empowering companies with technology that helps manage their climate impact, we believe Sweep can make a meaningful contribution to a better future for all of us.

This position is opened to anyone living in the UK or France, near one of our offices in London, Paris or Montpellier as you’ll be expected to come to the office at least once a week.

Ok, sounds promising. What will I be doing?

The Customer Support team ensures that our clients and partners have the best possible experience of Sweep, one that is both efficient and enjoyable, while receiving reliable, fast, and high-quality resolutions to their questions.

Currently composed of Customer Support Specialists, the team will expand to include Tech Writers and Educational Content Creators. This growth will enable us to complete our Help Center with learning materials and provide ongoing support that ensures our users’ success throughout their journey with us.

As Director of Customer Support, you will organize and scale the Customer Support team to meet Sweep’s evolving needs and build long-term relationships with customers and partners.

You will sit within the Product Department, reporting directly to the VP of Product.

To be more specific, this includes: 

• Hire, structure, and expand the Customer Support team to meet growth objectives.
• Implement a seamless, 24/7 global support across all geographies.
• Track key metrics (e.g. ticket resolution time, customer satisfaction, and team engagement) to maintain service excellence.
• Work closely with our Product Management, Engineering, and Customer Impact teams to optimize workflows and align support efforts with company goals.
• Gather, analyze, and communicate feedback from customers to relevant stakeholders to inform product and service improvements.
• Identify and address process inefficiencies and repetitive tasks allowing us to continuously improve, also by leveraging the latest tools and technologies.
• Define clear onboarding flows with learning milestones to set new hires up for success.
• Create product and technical training plans to support the ongoing skill development and engagement of the team.

That sounds just right for me. What do I need to bring?

Glad you asked. This is who we’re looking for:

Qualifications ????

• Demonstrated ability to build, manage, and scale Customer Support teams, preferably in a SaaS or technology environment
• Experience implementing global support strategies, including follow-the-sun models
• Strong knowledge of customer support platforms (e.g., Intercom) and the ability to track performance metrics (e.g., CSAT, NPS, and resolution time)
• Proven ability to work effectively with Product, Engineering, and Customer Success teams
• Comfortable analyzing data to drive decision-making and improve performance
• Experience identifying bottlenecks and introducing new tools or workflows to optimize efficiency
• Familiarity with creating onboarding programs, learning milestones, and ongoing training plans

The Plus ✚

• Knowledge of educational content development or technical writing is a plus
• First hand experience deploying AI solutions to maximize your team work efficiency
• Experience working in a SaaS company ideally in the B2B Enterprise space
• Fluency in French is a strong plus. In German, Spanish, Italian or any other language greatly appreciated.

Qualities ????

• Strong leadership skills, with the ability to bring people together, maintain perspective, and stay calm in complex situations
• Strong interpersonal and communication skills, fostering collaboration with all stakeholders
• Excellent listening skills, capable of addressing both customer issues and internal team concerns effectively
• Proactive attitude with a willingness to challenge and improve processes
• Ability to manage stress, maintain a positive attitude, and demonstrate a proactive, problem-solving approach.

Copy that. And what’s in it for me?

You will be joining an exciting young business that has the humble ambition to change the world. With a proven track record in starting companies, we’re planning to hit the ground running and have an impact fast. Joining this journey right at the beginning allows you to really help shape our path.

Our hybrid work model, with hiring focussed around our head offices in Paris, London and Montpellier, allows us to balance our personal and professional lives while staying connected and engaged with colleagues and clients.

We’re big believers in creating successful businesses that are good for everyone, including society and the planet. That’s why we have a B Corporation status.

We think this will be the ride of our lives. And maybe yours, too.

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