About Supervizor Supervizor is an out of the box audit analytics platform designed for internal auditors who want to move from manual sampling to intelligent, continuous analytics. Instead of sampling, our clients’ Internal Audit and Finance teams monitor risks and identify anomalies all year long. Founded in France (2018), we opened our New York office in 2022 and raised $22M in March 2024 to scale in the US. Supervizor is adopted by more than 90 global companies, including IKEA, Michelin, BorgWarner (NYSE: BWA), and Lacoste.
Role
This role is ideal for a senior B2B SaaS support professional (5+ years) who enjoys leading teams, structuring processes, and improving customer experience. You will lead the Level 1 Support team at Supervizor, define workflows, manage escalations, and ensure clients receive clear, timely, and effective assistance. You will collaborate closely with Product, IT (N2), and Delivery teams, and play a key role in scaling Supervizor’s support operations internationally.
What you’ll do
1 - Lead Level 1 Support Operations
- Structure, organize, and manage daily N1 support activities
- Define workflows, SLA, and prioritization rules
- Ensure high-quality responses and timely resolution of tickets
2 - Manage Escalations & Client Experience
- Qualify and track tickets escalated to N2
- Act as the main point of contact for clients regarding operational issues
- Advise clients on support best practices and drive adoption of self-service tools
3 - Technical & Operational Support
- Handle tickets of low to medium complexity
- Assist with data imports, configurations, and simple setups
- Administer and configure support tools (Zendesk, Intercom, Jira Service Desk)
4 - Knowledge Base & Documentation
- Create and update articles, guides, and internal procedures
- Identify recurring issues and improve self-service content for clients
5 - Team Leadership & Performance Management
- Lead, coach, and manage the N1 support team
- Track KPIs, dashboards, and operational metrics
- Implement automation and advanced workflows to improve efficiency
Your Background
- 5+ years of experience in B2B SaaS support, including team management
- Proven experience structuring or leading a support organization
- Strong knowledge of support tools: Zendesk, Intercom, Zoho
- Excellent written and verbal communication skills in French and English
- Ability to document processes and create a scalable support framework
Why support professionals like this role
- Apply your support expertise to improve processes and client experience at scale
- High ownership of client success and operational impact
- Work in an international SaaS company with a data-driven, tech-focused culture
- Opportunity to shape and scale an entire Level 1 support organization
Compensation and Benefits
- Competitive fixed salary based on profile and experience, with a variable bonus during the year
- Work-life balance with a hybrid remote work model
- Comprehensive health insurance
- Meal vouchers: 15 TND per day
- 50% coverage of gym membership
- Strategic, high-impact role within an international SaaS company
Location
Tunis, Tunisia (Hybrid)
Interview Process
- Intro call with HR (30 min)
- Manager Interview (60 min)
- On-site written test (60 min)
- Offer