{"id":30431,"date":"2026-03-16T10:41:02","date_gmt":"2026-03-16T10:41:02","guid":{"rendered":"https:\/\/onthegosystems.com\/jobs\/responsable-du-soutien\/"},"modified":"2026-03-29T20:09:33","modified_gmt":"2026-03-29T20:09:33","slug":"responsable-du-soutien","status":"publish","type":"jobs","link":"https:\/\/onthegosystems.com\/fr\/jobs\/responsable-du-soutien\/","title":{"rendered":"Responsable du Soutien"},"content":{"rendered":"\n

OnTheGoSystems est une entreprise rentable de 12 millions de dollars, enti\u00e8rement \u00e0 distance, \u00e0 l\u2019origine de WPML, l\u2019un des plugins WordPress les plus populaires au monde, servant plus de 250 000 <\/strong>clients \u00e0 l\u2019\u00e9chelle mondiale. <\/p>\n\n

Nous recherchons un Responsable du Soutien<\/strong> pour g\u00e9rer et am\u00e9liorer continuellement l\u2019exp\u00e9rience de soutien compl\u00e8te de nos produits.<\/p>\n\n

Ce r\u00f4le se situe \u00e0 l\u2019intersection du produit, de l\u2019ing\u00e9nierie et de la r\u00e9ussite client. Vous dirigerez une op\u00e9ration de soutien moderne qui combine un soutien VIP bas\u00e9 sur l\u2019IA, humain et dirig\u00e9 par des d\u00e9veloppeurs<\/strong>, garantissant que chaque interaction client refl\u00e8te la qualit\u00e9 de nos produits. <\/p>\n\n

Ce que vous ferez<\/strong><\/h2>\n\n
    \n
  • Diriger notre organisation de soutien mondiale, y compris une \u00e9quipe de soutien humain, des syst\u00e8mes de soutien bas\u00e9s sur l\u2019IA et un soutien VIP dirig\u00e9 par des d\u00e9veloppeurs.<\/li>\n\n\n\n
  • D\u00e9finir la strat\u00e9gie de soutien, les indicateurs de performance et les normes op\u00e9rationnelles pour l\u2019ensemble de l\u2019organisation de soutien.<\/li>\n\n\n\n
  • Am\u00e9liorer continuellement la qualit\u00e9 du soutien en utilisant les donn\u00e9es, en examinant les tickets, en mesurant la satisfaction client et en identifiant les probl\u00e8mes r\u00e9currents et les points faibles cl\u00e9s des clients.<\/li>\n\n\n\n
  • Travailler en \u00e9troite collaboration avec les \u00e9quipes de d\u00e9veloppement pour transformer les probl\u00e8mes de soutien r\u00e9currents en am\u00e9liorations de produits, r\u00e9duisant ainsi la demande future de soutien.<\/li>\n\n\n\n
  • Collaborer avec l\u2019\u00e9quipe IA pour \u00e9tendre l\u2019automatisation et renforcer la base de connaissances qui alimente notre soutien IA.<\/li>\n\n\n\n
  • Agir comme point d\u2019escalade final pour les situations client complexes ou sensibles.<\/li>\n<\/ul>\n\n

    Indicateurs d\u2019une bonne ad\u00e9quation<\/strong><\/h2>\n\n
      \n
    • Vous avez de l\u2019exp\u00e9rience en PHP, JavaScript, CSS et HTML, ce qui vous permet de suivre les discussions techniques et d\u2019intervenir dans les escalades complexes si n\u00e9cessaire.<\/li>\n\n\n\n
    • Vous \u00eates \u00e0 l’aise avec WordPress et le d\u00e9bogage de probl\u00e8mes.<\/li>\n\n\n\n
    • Vous ma\u00eetrisez les technologies d\u2019IA modernes et savez comment les appliquer aux flux de travail de soutien r\u00e9els.<\/li>\n\n\n\n
    • Vous avez de l\u2019exp\u00e9rience dans la direction et la mise \u00e0 l\u2019\u00e9chelle d\u2019\u00e9quipes de soutien ou en contact avec la client\u00e8le, tout en maintenant des normes de qualit\u00e9 \u00e9lev\u00e9es.<\/li>\n\n\n\n
    • Vous avez travaill\u00e9 directement avec des clients et pouvez g\u00e9rer des situations complexes ou sensibles avec calme et professionnalisme.<\/li>\n\n\n\n
    • Vous avez con\u00e7u ou livr\u00e9 des produits, comprenant les compromis d\u2019ing\u00e9nierie et les contraintes pratiques.<\/li>\n\n\n\n
    • Vous avez une mentalit\u00e9 ax\u00e9e sur les donn\u00e9es, utilisant des m\u00e9triques telles que le temps de r\u00e9solution, le taux d\u2019automatisation et la satisfaction client pour identifier les causes profondes et favoriser l\u2019am\u00e9lioration continue.<\/li>\n<\/ul>\n\n

      Si vous souhaitez jouer un r\u00f4le cl\u00e9 dans l\u2019\u00e9laboration du soutien pour des centaines de milliers d\u2019utilisateurs et contribuer \u00e0 un syst\u00e8me moderne o\u00f9 les personnes et l\u2019IA travaillent ensemble, nous serions ravis de vous entendre.<\/p>\n\n

      Postulez d\u00e8s aujourd\u2019hui pour rejoindre OnTheGoSystems !<\/strong><\/p>\n\n

      Afin de garantir un processus juste et \u00e9quitable, seules les candidatures soumises via notre formulaire de candidature officiel seront prises en compte. En raison du volume \u00e9lev\u00e9 de candidatures, nous ne pourrons contacter que les candidats s\u00e9lectionn\u00e9s pour poursuivre le processus d\u2019entretien. Nous vous remercions de l\u2019int\u00e9r\u00eat que vous portez \u00e0 notre entreprise et du temps que vous consacrez \u00e0 votre candidature. <\/p>\n","protected":false},"excerpt":{"rendered":"

      OnTheGoSystems est une entreprise rentable de 12 millions de dollars, enti\u00e8rement \u00e0 distance, \u00e0 l\u2019origine de WPML, l\u2019un des plugins WordPress les plus populaires au monde, servant plus de 250 000 clients \u00e0 l\u2019\u00e9chelle mondiale. Nous recherchons un Responsable du Soutien pour g\u00e9rer et am\u00e9liorer continuellement l\u2019exp\u00e9rience de soutien compl\u00e8te de nos produits. Ce r\u00f4le […]<\/p>\n","protected":false},"featured_media":30428,"menu_order":0,"template":"","job-category":[],"class_list":["post-30431","jobs","type-jobs","status-publish","has-post-thumbnail","hentry"],"yoast_head":"\nResponsable du Soutien - OnTheGoSystems<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/onthegosystems.com\/fr\/jobs\/responsable-du-soutien\/\" \/>\n<meta property=\"og:locale\" content=\"fr_FR\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Responsable du Soutien - OnTheGoSystems\" \/>\n<meta property=\"og:description\" content=\"OnTheGoSystems est une entreprise rentable de 12 millions de dollars, enti\u00e8rement \u00e0 distance, \u00e0 l\u2019origine de WPML, l\u2019un des plugins WordPress les plus populaires au monde, servant plus de 250 000 clients \u00e0 l\u2019\u00e9chelle mondiale. 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