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Sogelink develops software and digital transformation services for the construction and infrastructure industries. Founded in 2000, the company offers around 12 B2B SaaS solutions and professional services spanning design, topology, network management, and project workflows across the construction value chain. Its products support approximately 18,000 clients and 220,000 users, with teams based across France and subsidiaries in the Netherlands and Norway.
Customer Support Manager — Sogelink, Hybrid France
Lead multi-site customer support at Sogelink, a provider of SaaS, cloud, and geospatial solutions for the construction sector. Oversee operational performance and support team development.
Description
- Lead the Design, Field & Topo division
- Oversee support teams based in Brest, Orvault, and Bois-Guillaume
- Ensure customer requests meet service commitments and performance goals
- Manage daily volumes, priorities, workload distribution, backlog, and escalations
- Monitor key performance indicators and take action to deliver targets
- Anticipate activity changes and adjust operations to maintain efficient, uninterrupted service
- Manage and coach Team Leaders and support teams
- Maintain a consistent management presence across all sites
- Help employees strengthen their skills
- Guide teams through changes to the organization, processes, and tools
- Contribute to recruitment, onboarding, and talent development
- Ensure processes are followed and practices remain consistent across locations
- Monitor customer satisfaction, manage sensitive cases, and lead corrective measures
- Drive ongoing improvements to tools, processes, and working methods
- Partner with Customer Success, Customer Operations, Product, and R&D to enhance the customer experience
Requirements
- Bachelor’s to Master’s degree in computer science, management, engineering, or a comparable discipline
- At least five years of experience managing Support, Service Desk, or Customer Support teams
- Experience in a software or technical environment is preferred
- Demonstrated success managing teams across multiple sites
- Strong operational management skills covering volumes, priorities, backlog, and production capacity
- Experience using ticketing platforms and analyzing their performance metrics, such as Zendesk or equivalent
- Strong focus on service quality and continuous improvement
- Experience managing change in evolving organizations
- Ability to bring expert teams together around shared goals
- Strong interest in technical environments
- Knowledge of topography, CAD, infrastructure, or land-use planning is an advantage
- Regular attendance with teams in Orvault, Brest, and Bois-Guillaume
Benefits
- Performance-related variable compensation
- Profit-sharing and incentive bonuses
- Holiday bonus
- Swile meal card
- Company-funded health, disability, and life insurance
- Reimbursement of 75% of public transport costs or a sustainable mobility allowance
- Access to Coline.care for workplace health and well-being
- Remote work policy
- Corporate foundation supporting three charities each year
- Environmental initiatives held throughout the year
- Personalized career support through reviews, training, and internal mobility
- Two dining areas
- Recreation area with table tennis and foosball
- Outdoor space
- Parking
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