Lead Customer Support

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.

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.

• 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.

• 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.
• Fluency in French and English is mandatory.