Lead Helpdesk (Nantes)

About the role

We are looking for a Lead Helpdesk to oversee the support function of a fast‑growing fintech that provides omnichannel payment solutions. Based in Nantes, you will coordinate multi‑site helpdesk operations and ensure high‑quality service for reference merchants across France and abroad.

Key responsibilities

• Manage and mentor a team of helpdesk agents across several locations.
• Define and monitor service level agreements (SLAs) and key performance indicators.
• Act as the primary escalation point for complex technical incidents.
• Collaborate with product, engineering and operations teams to improve support processes.
• Prepare regular reports on support performance and customer satisfaction.

Required profile

• Proven experience leading a helpdesk or IT support team.
• Strong understanding of fintech or payment processing environments.
• Excellent communication skills in French and English.
• Ability to work in a fast‑paced, multi‑site setting.

Required skills

• Ticketing systems (e.g., Zendesk, ServiceNow).
• ITIL or similar service management frameworks.
• Basic knowledge of payment gateways and APIs.

What we offer

• Competitive salary starting from €40,000 gross per year.
• Opportunity to shape the support strategy of a high‑growth fintech.
• Dynamic, international work environment.