Head of Customer Support (x/f/m)
Posted on February 20, 2026 (3 months ago)
This job post is archived - the company is no longer hiring for this position.
Check out other job posts of this company here!About Doctolib
We’re a B Corp company committed to building the healthcare system we all dream of.
More than 2,900 Doctolibers in France, Germany, Italy, and the Netherlands help improve the daily lives of care teams with a new generation of technologies and services.
Doctolib helps over 90 million patients manage their health and access optimal care quickly and easily.
Job description
Formally trained to become true product experts, the Product Support teams answer all usage questions from healthcare professionals and patients. By ensuring satisfaction day after day, they directly contribute to Doctolib’s mission: making practitioners' daily work easier and improving patients' access to care.
As Head of Product Support, you will design and drive customer service excellence and fast issue resolution at Doctolib. You will manage the entire support ecosystem (about 100 internal advisors and 120 external advisors at a BPO provider across Patient and Healthcare Professional support) to ensure a smooth user experience and effective problem resolution. Your role is to orchestrate support across the full resolution journey, from user self‑service via conversational AI (Doctolib Assistant) to expert handling of complex cases by advisors.
In the first six months, success will be measured by your ability to establish and deliver a clear vision for the Support organization, build strong synergies with Sales and Account Management, and initiate or restart quality and efficiency improvement programs (quality of service, productivity, tools, Gold resolution rate — one interlocutor / 24h handling — and CSAT).
Your responsibilities include, but are not limited to:
- Drive the strategy and execution of practitioner and patient support, guaranteeing standards of excellence measured by quality scores, Gold Rate and CSAT, while contributing to the optimization of the France P&L through rigorous budget and resource management.
- Build, manage and optimise the Product Support budget by steering investments (recruitment, tools, training) with strong business acumen, identifying operational efficiency levers and demonstrating the ROI of initiatives to contribute to Doctolib France’s profitability.
- Lead and develop the Product Support organization by coaching managers and advisors, aligning objectives with the long-term vision (2-year Customer Care vision), and creating a culture of product expertise and rapid resolution.
- Orchestrate user autonomy in close collaboration with Product teams by co-creating an excellent self-service experience via the Doctolib Assistant, and drive deployment of a high-quality conversational AI able to deflect at least two-thirds of requests.
- Ensure operational excellence by optimising diagnostic and resolution tools, deploying AI-enriched knowledge bases, and turning your teams into recognised experts across the Doctolib ecosystem.
- Lead change management and strategic projects with Product, Tech, Account Management and Sales, tracking KPIs and OKRs (Gold Rate, CSAT, QS, AHT, budget efficiency), and owning the “voice of the customer”.
- Be a strategic partner to Product teams by providing deep product knowledge, surfacing user insights to improve autonomy, and contributing to a product roadmap focused on self-service and user satisfaction.
- Recruit and retain top talent, owning final hiring decisions and implementing retention strategies to reduce attrition, develop skills and create attractive career paths while optimising recruitment and onboarding costs.
- Work closely with the Head of Account Management and Sales Managers to ensure coherence and fluidity in the overall user journey, surfacing insights and contributing to continuous improvement of the customer experience.
Your impact
You will transform Support into a competitive advantage by combining service excellence, operational efficiency and technological innovation to serve thousands of healthcare professionals and millions of patients. Expected outcomes include high autonomous resolution rates, strong product expertise, controlled operating costs and a major role in Doctolib’s market differentiation.
Required profile
At least 10 years of experience in support functions and a minimum of 5 years in management within this field, with significant experience managing complex teams impacting satisfaction and rapid resolution.
Strong business acumen and budget management experience, with the ability to build, run and optimise a P&L, identify operational efficiency levers and demonstrate ROI for initiatives.
Deep product understanding and the ability to collaborate closely with Product teams to co-design outstanding autonomy experiences and act as a strategic partner for product roadmaps focused on self-service.
Results- and KPI-oriented, motivated by ambitious targets and able to lead teams to high performance in an excellence-driven environment.
Nice to have:
- Proven experience deploying conversational AI, self-service and automation solutions to increase user autonomy and optimise operations.
- Expertise in recruiting and developing support talent with effective retention strategies to limit attrition and grow skills while controlling associated costs.
- Strong appetite for technical product understanding and ability to build product expertise within teams.
- Experience managing complex strategic projects involving multiple stakeholders and diverse user segments, focused on satisfaction, resolution and financial optimisation.
Our offer
- Comprehensive health insurance fully covered by Doctolib for employees and their children.
- 25 days of paid leave and up to 14 RTT days per year (excluding Customer Care teams).
- Free mental health and personalised coaching programme with our partner Moka.care.
- Flexible working policy with 10 days per year of remote work possible from EU countries and the UK.
- Meal vouchers worth €8.50 per day, €4.50 covered by Doctolib.
- A complete 3-month onboarding programme including Doctolib Academy and various trainings (languages, soft skills, technical skills).
- Company committee subsidy for partial reimbursement of sports or leisure memberships.
- 50% reimbursement of public transport season tickets.
- One extra month of parental leave in addition to legal parental leave under the “Parent Care” programme.
- Support package for employees with disabilities or caregivers, including adapted remote work, paid leave for medical appointments and enhanced psychological support.
- Relocation assistance for international mobility.
Recruitment process
- Conversation with a recruiter
- Meeting with the Customer Care Director
- Case study
- Interview with a Product (or Sales) team member
- Final interview with our Managing Director France
Job details
- Contract: Permanent (CDI)
- Working time: Full time
- Location: Nantes
- Compensation: fixed and variable based on objectives (to be defined according to profile)
- This position is eligible for part‑time remote work (2 days/week)
How to apply
Please click the "Apply" button on the job page to submit your application. Applications are evaluated based only on qualifications and motivation.
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