Location
Paris, France
Workplace
On-site
Employment
Full time
Seniority
Lead
Category
Customer Support & Success
Language
English
Posted
May 28, 2026
Last verified
May 31, 2026
JobGrid context
Role summary by JobGrid
Team Leader Customer Operations France (h/f/x) at Thorlabs: Paris, France; On-site; Full time; Lead; Customer Support & Success. JobGrid adds normalized role facts, source context, and a path to the employer application page so candidates can compare the listing before applying.
- Location and workplace: Paris, France, On-site
- Role classification: Customer Support & Success, Full time, Lead
- Source freshness: checked by JobGrid on 2026-05-31.
- Application path: candidates continue to the employer application page with non-personal referral tags.
As Team Leader Customer Operations (m/f/x), you will lead a customer-focused customer service team while ensuring operational excellence, service quality, and continuous process improvement. You will act as a key link between local operations, European stakeholders, and global teams to drive performance and customer satisfaction.
Key Responsibilities
- Lead and manage the Customer Service team in France, ensuring compliance with labor regulations, company policies, and performance standards.
- Drive operational excellence through workload planning, same-day order processing, KPI monitoring, and continuous process improvements.
- Collaborate closely with EMEA leadership and cross-functional teams (Sales, Logistics, Finance, Supply Chain, IT) across international locations.
- Coach, mentor, and develop team members through performance management, training, onboarding, and regular feedback.
- Manage customer escalations and complaints, ensuring timely resolution, root cause analysis, and preventive actions.
- Support the team in handling standard and complex customer requests, including quotes and order processing.
- Ensure proactive and professional customer communication via phone, email, and chat to deliver a high level of service.
- Coordinate effectively with global offices to fulfill customer requirements and maintain service continuity.