Lead Customer Support H/F Zefir

Who We Are

Zefir is Europe's fastest-growing AI Real Estate Marketplace. We're transforming how homes are bought and sold, enabling transactions twice as fast as traditional methods. In just 2 years, we've achieved over €1 billion in Gross Merchandise Volume (GMV).

Backed by over €50 million from top-tier investors like Sequoia Capital, we're committed to accelerating life changes for millions of current and future European homeowners.

About the Team

Our Customer Support Team is the frontline of our mission to accelerate life changes in real estate, composed of customer care and customer operations. Customer Care regroups customer-facing activities (solving issues and concerns raised by Zefir sellers and partner real-estate agents) while Customer Operations regroup back-office tasks to smoothen mandate management and internal operations.

We're rebuilding the function from the ground up, to turn Zefir customer experience into a competitive advantage, where fast response times, high CSAT, and collaboration with Sales, Ops, and Product drive growth.

As our first Customer Support Lead, you'll shape the team structure (Customer Care + Customer Operations), processes, tools, and culture. You will report to Zefir Operations Lead.

Missions

- Own customer satisfaction: maintain strong CSAT scores and identify churn risks early.
- Hire and build a high-performing Customer Support team from the ground up.
- Define the long-term vision for support operations (in-house vs. outsourcing).
- Drastically reduce response times via tooling implementation, self-service increase and process improvement
- Partner with Product, Ops, and Sales to close customer feedback loops and drive improvements.
- Lead or collaborate on transversal projects (automation, AI, etc.) in a fast-paced environment.

Qualification

- 5+ years in customer support, including 2+ years managing teams, ideally in marketplaces or high-growth tech companies (B2B and B2C experience valued).
- Proven track record deploying or significantly improving customer support tool stacks (Intercom, Zendesk, chatbot implementations, automation workflows).
- Strong data-driven mindset: you use metrics to diagnose problems, make decisions, and measure impact.
- Experience building scalable processes from the ground up and driving operational excellence in fast-paced, ambiguous environments.
- Excellent leadership and communication skills, with the ability to align cross-functional teams (Sales, Ops, Product) around customer-centric goals.
- A passion for coaching and developing high-performing teams while maintaining a hands-on approach when needed.
- Bilingual French/English is a strong plus.

Benefits

- Competitive salary: You can run your own simulation with our .
- BSPCE (Stock Options): Available for everyone, with monthly vesting after year one, over a 4-year period.
- Healthcare plan: Full coverage with Alan for team members, their partners, and children.
- Office in Le Peletier, Paris (9th arrondissement): With flexible remote work options.
- Swile meal card: €11 per worked day.
- Swile mobility card: €42/month to support sustainable transportation (metro, carpooling, biking...).
- Team events: Monthly Mixers to connect and share good times, and quarterly All Hands to celebrate wins across the company.

Our Operating Principles

Steep Mountains Are Steep: Setting ambitious goals and working hard to achieve them.

Ride Reality: Actively seeking challenges and thriving by adapting flexibly to changes.

Play for the Front of the Jersey: Prioritizing team success over individual recognition.

Application & Process

We welcome applications from anyone, regardless of background, gender, sexual orientation, religion, age, or experience. Our team values authenticity and diverse perspectives.

For all roles, our interview process emphasizes hands-on exercises, case studies, or discussions about specific examples of your previous work. We ensure objectives and expectations are clearly communicated at every step.