Customer Support Senior Manager

About Youtrust Youtrust is a European Digital Trust provider, fully compliant with eIDAS and the highest European standards. Our four modules - electronic signatures, identity and document verification, and e-seals - can be used independently or combined within sector-specific workflows, ensuring simple, secure and legally compliant processes for SMEs and mid-sized companies. Hosted and processed entirely in Europe, we guarantee sovereignty, transparency and reliability. As a certified B-Corp, we combine innovation with responsibility - building trust at the heart of every digital exchange. We are entering a key moment as we expand from eSignature to the full Digital Trust chain. About the role The Customer Support Senior Manager helps define the vision for Customer Support and evolve its outsourced operating model in line with the Customer Experience strategy and the company’s priorities. They are responsible for the overall performance of Support and the quality of the experience delivered to customers. They translate this ambition into an efficient, scalable operating model with high standards of service quality. They lead Support performance and continuous improvement, and proactively contribute to its evolution through AI, automation, tools and customer journey optimisation. They manage the relationship and operations with the external provider, act as the main point of contact and ensure alignment with the company’s standards and objectives. Your missions 1. Managing the external provider Act as the main point of contact for the support provider. Define performance objectives, forecast volumes and capacity requirements. Manage the partner’s operational governance across all channels and service levels: tickets, inbound calls and Premium services. Lead operational and strategic governance meetings, including regular reviews, monthly committees and QBRs. Ensure compliance with contractual commitments, SLAs and quality standards. Lead action plans and continuous improvement initiatives. Ensure the reliability of the data, reports and forecasts produced by the partner. Monitor action plans and coordinate continuous improvements. Ensure compliance with security, confidentiality and data protection requirements. 2. Performance and KPIs Define, monitor and evolve the main Support performance indicators by channel, market, segment, priority and service level. In particular, monitor: SLA compliance; first response time; resolution time; customer satisfaction (CSAT); response quality; escalation rate; team productivity. Identify performance gaps, their causes and the related corrective actions. Produce analyses and recommendations for senior leadership. Provide clear, actionable dashboards for internal teams and the external provider. 3. Operational excellence and continuous improvement Define and evolve the processes, standards and routines required to provide efficient and scalable…