Incident Manager - Customer operations

💻 Incident Manager - Customer operations 📍 This role can be based in Paris, Toulouse or Lyon 💶 Competitive salary + bonus 🌍 International team | 🏡 Hybrid working | 🧠 Learning & career growth Build what's next with us efficy Group is the European home for Tribe, Apsis, and efficy CRM. For years, our brands have earned trust across European markets by building systems that are sovereign, compliant, and now AI-native. Today, we're bringing that story together under one roof, as your European partner for AI-powered CRM. We help organisations turn customer data into autonomous action, structuring systems, orchestrating workflows, and building relationships that scale with AI. Over 300,000 users across 63 countries rely on us to grow smarter, move faster, and build lasting business relationships. Job Overview We're growing our Customer Operations team and looking for an Incident Manager fluent in French and English to join our international Support Operations function. You'll be the point of contact for our external clients when production issues arise after go-live. You own incidents end-to-end, from the moment a client reports a problem to final resolution and follow-up, keeping customers informed at every step and coordinating all internal teams on their behalf. It's a high-visibility, client-facing role where your communication skills and sense of ownership directly shape the post-delivery experience our customers have with efficy group. Your team can't wait to welcome you! What's in it for you? ✔️ Direct impact on customer satisfaction and service quality ✔️ High-visibility role connecting Support, R&D, and Cloud teams ✔️ Career growth opportunities and internal mobility ✔️ Modern offices in 11 European locations ✔️ Fun team events & continuous learning ✔️ Competitive salary with bonus system ✔️ Hybrid working policy What you'll be doing Own production incidents from qualification to closure, coordinating all involved teams Be the main point of contact for external clients during active incidents, keeping them informed at every step Deliver structured post-incident reports and follow-up communications to external clients Ensure every incident has a visible owner and clear progress at all times Participate in steering committees and crisis meetings as needed Track incident KPIs including MTTR, SLA compliance, and escalation rates Monitor ticket progress across teams and escalate blockers when needed Who you are At least 5 years of experience in technical customer support or incident management in a B2B SaaS or enterprise software environment Customer-facing mindset: you're comfortable communicating with clients under pressure and know how to keep them confident Strong coordinator, able to align multiple internal teams quickly and clearly Rigorous and closure-oriented: open issues get resolved, not left open Solid technical understanding, able to engage meaningfully with R&D and Cloud teams without being an engineer Quick to get up to speed on product behaviour and business logic Fluent in French and English, written and spoken ✨ Ready to succeed and make an impact with us? Apply today — we can't wait to meet you! Please submit your application in English. efficy is a people-first employer, committed to providing equal opportunities for all candidates. We take pride in the diversity of our team and welcome you — exactly as you are. This includes your gender identity, sexual orientation, religion, ethnicity, age, or disability status. Disclaimer efficy does not accept unsolicited assistance from search firms for this employment opportunity. Please refrain from making phone calls or sending emails. All résumés submitted by search firms to any efficy employee without a valid written search agreement will be considered the sole property of efficy. No fees will be paid if a candidate is hired as a result of an unsolicited referral.