Senior Customer Support Manager [F/M/X] - Mauritius

Who are we?

About LittleBig Connection

The world of work has been transforming at an incredible speed. Today, companies must not only adapt to keep pace with change – they have to get ahead of the game. They need to function as integrated organizations, positioning the best talent at the heart of each project to leverage the right skills at the right time.
LittleBig Connection is the solution that connects big companies with external experts looking for the best projects available.
We create a direct and transparent link between all companies and stakeholders, big and little, so they can team up more easily than ever before.
How do we do it?
Through our platform, which allows:

• Clients to publish on our marketplace all their requirements (RFPs) for external consulting services.

- Over 500,000 Consulting companies, IT Vendors, freelancers etc to identify their next projects and submit their consultants/candidates profile. - The whole ecosystem to collaborate from Sourcing to Payment digitally (legal support, performance monitoring tools, timesheets, invoicing etc.)
As the leading international player in its industry, LittleBig Connection supports 280 major clients such as AXA, Carrefour, Sephora, Decathlon, Air France or Kering in their Big innovation projects and flexibility needs. With the ambition to become the international leader of Total Workforce Management by 2025, LittleBig Connection is present in 25 countries around the world and has no intention of stopping there: Canada, India, Vietnam, Spain, Mauritius, Tunisia... the #FutureofWork is already here! Are you ready for the adventure?

Why join LittleBig Connection?

❤️ Thrive in the new digital business world
Lead high value-added strategic projects with a concrete business impact
Experience working in a young and international atmosphere, with colleagues on all 5 continents
Benefit from a flexible work environment with remote working options ‍ ‍
Access a variety of training courses and continuously improve your skills
Take part in the events organized by our LittleBig Crew: work socials team building events... moments you won't want to miss!

Job description

Your LittleBig responsibilities

LittleBIG Connection is actively looking for a Senior Customer Support Manager in Mauritius!

We are seeking a tech-savvy SeniorCustomer Support Manager with a strong background in SaaS platforms to lead our customer Support Team in Mauritius. The ideal candidate will have a proven track record in people management, an entrepreneurial mindset, and a data-driven approach to decision-making. Our dynamic team is committed to delivering exceptional customer experiences while driving continuous innovation and growth.As a Customer Support Manager, you will be responsible for overseeing the Operational Activities of the Support Division, implementing strategic improvements, and driving projects to enhance User satisfaction and platform performance.

Your role and responsibilities will be:

• Oversee the Customer Support operations for one or more areas, becoming the go-to expert for the support department.
• Provide hands-on Customer Support through email, chat, or phone, ensuring high-quality and timely resolution of inquiries.
• Manage complex user requests, including those from C-level Clients, with a focus on quality follow-up.
• Act as a facilitator for onboarding new users.
• Monitor KPIs within your scope, anticipate potential issues, and implement preventative measures.
• Analyze patterns in customer inquiries to identify and address systemic issues, thereby improving user satisfaction.
• Lead and participate in projects aimed at structural improvements within the Support division.
• Play a key role in the onboarding and training of new support team members, providing coaching and guidance.
• Maintain administrative compliance for supplier and company accounts on the platform.
• Drive initiatives for user satisfaction, including conducting training sessions and participating in English translation tasks for new features.
• Collaborate with cross-functional teams to enhance the overall customer experience.

Candidate Profile

• Bachelor’s or Master’s degree in a technical field or any related field.
• Minimum of 5 years of experience in Customer Support or Customer Success, preferably in a SaaS environment.
• Strong knowledge of digital products and familiarity with CRM and other support tools.
• Exceptional communication skills in both English and French; a third language is a plus.
• Proficient in Excel, PowerPoint, and other relevant software.
• Ability to work in a dynamic, fast-paced environment and deliver results.
• Strong analytical skills and a data-driven mindset.
• Experience with generative AI tools like ChatGPT or Poe.com is advantageous.

LB is proud to be an equal opportunity workplace. We are committed to promoting diversity within the workforce and creating an inclusive working environment. For this purpose, we welcome applications from all qualified candidates regardless of gender, sexual orientation, race, ethnicity, beliefs, age, marital status, disability or other characteristics