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Lead Support Paie & DSN

Alassio
Contract type
Ongoing
Work mode
Hybrid · Paris, France · Aix-en-Provence, France
Experience
Mid-level · 4+ years

Job description

Lead the Support team for a payroll software company, combining human expertise with an AI agent to serve accounting firms.

At a glance

Employment
Full-time · Employee (employment agreement)
Work mode
Hybrid · Paris, France · Aix-en-Provence, France
Languages
French – fluent

What you'll do

  • Build the team: take part in recruiting Payroll Support Specialists and Payroll & DSN Support Consultants, onboard them and help them grow their skills
  • Manage day-to-day activity: organize Monday-to-Friday coverage, distribute requests, track the backlog
  • Hold service standards: first response in under 5 minutes, customer satisfaction above 98%, controlled resolution times
  • Handle complex payroll and DSN cases yourself and arbitrate escalations to the Payroll & DSN Expert, Legal team and Tech team
  • Improve Alassio Intelligence: enrich its knowledge base and analyze unresolved requests
  • Build processes: escalation paths, standard responses, quality reviews, Intercom tooling
  • Be the voice of the firms: regularly summarize pain points and recurring requests for the Métier and Product teams

What we're looking for

  • 4 to 6 years of payroll experience, including support, consulting or consultant experience at a payroll vendor or accounting firm
  • Mastery of DSN: checks, anomalies and rejections, regularizations
  • First experience leading or coordinating a team (management, referent, tutoring)
  • Comfort with managing by indicators
  • Clear, pedagogical writing

Nice to have

  • Hands-on use of a market payroll software
  • Hands-on use of a support tool (Intercom, Zendesk or equivalent)
  • Interest in AI applied to support

Your team

Support

Support team reporting to Hector (COO); hybrid support where Alassio Intelligence, the AI agent, gives the first answer and the team takes over when a payroll manager needs a human

Benefits

  • Fixed salary of 55 to 60K€ depending on experience plus BSPCE
  • Alan health insurance
  • Swile card (meal vouchers)
  • High-end IT equipment (MacOS, curved screen)
  • Regular remote work possible
  • Regular team offsites (about one per quarter)

How to get hired

  1. 1Introductory call with Hector (COO): 30 min
  2. 2Métier interview with Huy Anh (Head of Métier): 45 min
  3. 3Live practical case with Hector and Huy Anh: propose a team organization and its indicators, then write the response to a DSN case: 1 h
  4. 4Meeting with the team: 1 h
  5. 5The process ends with reference checks

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About Alassio

Renovating the payroll profession with modern, scalable software designed for field realities

Payroll software for accounting firms, launched in July 2025 and deployed with clients since March 2026, combining human expertise and AI.

Mission

Renovate the payroll profession for the benefit of payroll managers with modern, scalable software built for field realities

Key facts

  • Raised 2.6 M€ in pre-seed from Partech and reference business angels
  • Launched in July 2025 and deployed with clients since March 2026
  • Hybrid support: Alassio Intelligence, its AI agent, gives the first answer

Partners & customers

Partech

What they value

  • High standards for response quality and a sense of service
  • Calm and organization during activity peaks (monthly payroll closings, January)
  • The desire to build a team and its methods