Lead Support Paie & DSN

Alassio is recruiting its Lead Support Paie & DSN to manage its Support team! At a glance - Contract: Permanent (CDI) - Location: Paris or Aix-en-Provence; hybrid - Team: Support, reporting to Hector (COO) - Experience: 4 to 6 years in payroll, including a first management experience Missions 🏗️ Alassio, in a few words The payroll market in accounting firms has been dominated for decades by long-established solutions. At Alassio, our ambition is to renovate the profession for payroll managers, with modern, scalable software designed for the realities of the field. Launched in July 2025 and deployed with clients since March 2026, Alassio raised €2.6M in pre-seed funding from Partech and leading business angels. We are accelerating to support new firms across France, while maintaining a strong focus on product quality and support. 🎯 Why this role, now For a payroll manager, an unanswered question on a closing day means late payroll. The quality of support is what builds a firm's trust in its payroll software. Our support is hybrid: Alassio Intelligence, our AI agent, provides the first response, and our team takes over as soon as a payroll manager needs a human. To support the arrival of new firms, we are structuring a dedicated Support team, and you will lead it. 🚀 Your role You will build and manage Alassio's Support team: you will guarantee our firms fast and accurate answers, and you will remain personally involved in the most complex payroll and DSN cases. **You make support quality a consistently maintained standard, regardless of volume.** 🧭 Your missions - **Build the team**: take part in recruiting Payroll Support Specialists and Payroll & DSN Support Consultants, onboard them and develop their skills - **Manage day-to-day activity**: organize Monday-to-Friday coverage, distribute requests, monitor the backlog - **Uphold our service standards**: first response in under 5 minutes, firm satisfaction above 98%, controlled resolution times - **Personally handle complex cases** in payroll and DSN, and arbitrate escalations to the Payroll & DSN Business Expert, the Legal team and the Tech team - **Improve Alassio Intelligence**: enrich its knowledge base and analyze the requests it does not resolve, so that it answers correctly more often - **Build processes**: escalation paths, standard responses, quality reviews, Intercom tooling - **Represent the firms' voice**: regular summaries of recurring pain points and requests for the Business and Product teams 🔁 Your rituals - A weekly team meeting with the Support team - A weekly triage with Huy Anh (Business Manager), the Payroll & DSN Business Expert and the Payroll Configuration Engineer: feedback from firms, corrections, product priorities - The whole team's demo day, every Friday at noon 🤝 Your environment - **Reporting line**: Hector (COO) - You work day to day with Huy Anh (Business Manager), Ludivine (Legal Manager), the Tech team and the Deployment & Support team (DnA) - **Tools**: Alassio, Alassio Intelligence, Intercom, Linear, Notion, Mintlify 🗓️ Your first 6 months - **At 1 month**: you master the product, our escalation paths and our indicators, and you personally handle requests of every level - **At 3 months**: coverage organization and team rituals are in place, your first recruits are onboarded, and you share your 'rapport d'étonnement' (first-impressions report) - **At 6 months**: the team maintains our service standards at growing volume, and the share of requests resolved by Alassio Intelligence is increasing Profile sought 🌱 Experience **Essential:** - 4 to 6 years of payroll experience, including support, consulting or consultant roles at a payroll software publisher or in an accounting firm - Mastery of the DSN: checks, anomalies and rejections, corrections - A first experience of managing or leading a team (management, team lead, mentoring) - A taste for managing by indicators - Clear, teaching-oriented writing **A plus:** - Practical experience with a market payroll software - Practical experience with a support tool (Intercom, Zendesk or equivalent) - Interest in AI applied to support 💎 Qualities - Rigor about response quality and a service-oriented mindset - Calm and organization during activity peaks (monthly payroll closings, January) - The desire to build a team and its methods Selection process 1️⃣ Introduction call with Hector (COO): 30 min 2️⃣ Business interview with Huy Anh (Business Manager): 45 min 3️⃣ Live case study with Hector and Huy Anh: based on a sample of real, anonymized requests, propose a team organization and its indicators, then write the response to a DSN case: 1 h 4️⃣ Meeting with the team: 1 h 👉 The process ends with reference checks. What we offer 👊 A unique mission Build the Support team of a next-generation payroll software, combining human expertise and AI, in direct contact with firms and the product. 🎁 Compensation and benefits - 💰 Fixed salary of €55K to €60K depending on experience + BSPCE - 🏥 Alan health insurance - 🍽️ Swile card (meal vouchers) - 💻 High-end IT equipment (MacOS, curved screen) - 🏡 Regular remote work possible - 🤓 Regular team offsites (one per quarter on average) Some people hesitate to apply when they don't tick every box. If you hesitate, apply anyway: we're happy to talk. ➡️ Next steps If the mission speaks to you, apply via the application form. For any questions, write to For more information about Alassio: alassio.fr Find more English Speaking Jobs in France on Arbeitnow