At Happydemics, we are accelerating the transformation of our Customer Success team into a Product Engagement/Customer Care team, dedicated to product adoption and user experience.

As a Customer Support Lead, you will be responsible for driving this transition, balancing both operations and strategy. You will start by assisting in customer support and engagement while actively contributing to the structuring and evolution of the team to make it a key driver of product adoption and customer satisfaction.

Main Responsibilities

1. Team Leadership & Structuring (40%)

• Build and evolve the structure of the Product Engagement team in alignment with company growth and needs.

• Recruit, train, and mentor Customer Support Specialists.

• Define and optimize processes to ensure clarity and scalability for customer onboarding, support, and product feedback management.

• Track, improve, and implement performance KPIs and continuous improvement routines (CSAT, NPS, Adoption Rate, TTV…).

2. Operations & Customer Support (30%)

• Handle complex customer requests and critical escalations, working closely with technical and product teams.

• Optimize and streamline ticket management via HubSpot, implementing categorization, automation, and integrations (Mixpanel, Gitbook, Arcade, etc.).

• Oversee and improve the Help Center and support content (FAQs, tutorials, in-app guides).

• Ensure seamless collaboration with technical and product teams to anticipate and resolve user friction points.

3. Product Adoption & Customer Engagement Strategy (30%)

• Design and drive product adoption initiatives, such as webinars, adoption campaigns, interactive guides, and training programs.

• Develop and maintain a Customer Health Dashboard to anticipate churn risks and activate engagement levers.

• Implement QBRs and success plans for strategic clients to maximize their product usage.

• Bridge customer feedback with the Product team to influence the roadmap and continuous improvements.

• 5+ years of experience in Customer Success, Support, Care, or Product Engagement, ideally in SaaS, AdTech, or agencies.

• Proven experience in team leadership, management, and structuring a support or customer success team.

• Strong product and data mindset, with the ability to analyze user behavior and implement actionable strategies.

• Excellent project management skills and ability to structure scalable processes.

• Experience with tools like HubSpot, Mixpanel, ticketing systems, and product adoption platforms.

• Fluent English is a must.

1. Screening / HR Call (30 min)

2. Manager Interview (1h) with Product Manager

3. Use case / Business Case + Presentation (1h/1h30) with Sales/AM and Product Managers

4. Final Interview (30 min) with Audrey and you

Why Join Us?

• A strategic and evolving role, with the opportunity to build a team and a long-term vision while being integrated into the Product team.

• Direct impact on customer experience, product adoption, and roadmap.

• A fast-growing environment where you’ll have autonomy and room for innovation.

• A product-driven, data-oriented, and cross-functional team culture.

• A scaling company with ambitions to expand into new markets.