L1 Support Manager

ABOUT PIXFIRST We are a fast-growing SaaS company helping school photographers simplify their operations and maximize revenue through smart pricing and discount strategies. Our platform brings together photo sales, print fulfilment, and distribution in one streamlined experience. Our team is small, lean and agile - split between France and India - and we move fast, developing international expansion. You will work closely with our Marketing and Sales Director based in France as well as with our OPS team based in India and contribute directly to our growth story. YOUR ROLE You'll be the first point of contact for photographers using PixFirst, helping them get the most out of the platform. When something goes beyond a usage question, you'll qualify the issue and hand it off to our OPS team in India, following up until it is resolved and keeping photographers in the loop. You'll also help us spot patterns in the questions and issues that come in, so we can fix root causes and make support easier over time. KEY RESPONSIBILITIES Answer photographers' questions about using the platform (onboarding, photo uploads, sales management, school setup, parents issues – we have a dedicated support for parents - etc.). Triage incoming requests: handle usage questions directly, escalate bugs and technical issues. Act as the liaison with the India-based OPS team: forward qualified tickets, track their progress, and give photographers clear updates. Document recurring issues and contribute to a knowledge base / FAQ to reduce repetitive ticket volume. Track support metrics (response time, first-contact resolution rate, satisfaction). Flag dissatisfaction signals or product friction points to the PixFirst team. YOUR PROFILE Prior experience in customer support, ideally in a SaaS or technical environment. Strong written and spoken French (to communicate with photographers); and English to collaborate with the OPS team in India. Comfortable with digital tools and able to quickly learn a new platform. Rigorous, autonomous, with a strong customer service mindset. Able to work effectively with remote teams across different time zones. Prior experience with a ticketing tool (Zendesk, Freshdesk, Intercom, etc.) is a plus. WHAT WE OFFER A real ownership role with broad scope, you will see your work make a direct impact. A collaborative, international team with a lean culture and short decision loops. Flexibility and autonomy in how you organize your work. The opportunity to grow with a company at an exciting stage of development.