Product Support & Enablement Lead

About Mistral

Mistral provides full-stack AI solutions: from frontier models to developer tools, applications, and compute. We partner with enterprises tackling the hardest problems across high-stakes industries like finance, manufacturing, defense, healthcare, and the public sector, co-creating customized AI systems that they can run on their terms.

We are a dynamic, collaborative team passionate about AI and its potential to transform society. Our diverse workforce thrives in competitive environments and is committed to driving innovation. Our teams are distributed between Europe, North America, Asia and the Middle East. We are creative, low-ego and team-spirited.

About the role

We are looking for a Product Support & Enablement Lead to lead and develop our existing L1 Product Support team. You will help the team resolve more customer issues without escalating to L2, while improving the tools, training, and workflows that allow support to scale.

This is a senior technical and people-management role—not simply a role overseeing today’s queue. You will lead frontline delivery for Product Support (L1) and develop the team’s ability to investigate and resolve increasingly technical requests, including paid self-serve and first-level enterprise issues.

You will work closely with L2 and other teams to define clear ownership, identify work Product Support (L1) can safely take on, and build repeatable escalation paths. You will also contribute to operational continuity for the wider Support organization.

You will be equally comfortable coaching a team member through a customer issue, investigating an API error, improving a support workflow, and partnering with Engineering or Product to address a recurring problem.

Key responsibilities

Lead frontline support delivery

• Lead, coach, and develop a distributed L1 Product Support team, providing regular feedback and supporting technical growth.

• Own day-to-day L1 Product Support delivery, including queue prioritization, backlog management, customer communication, and regional handoffs.

• Define and maintain clear ownership of L1 Product Support queues and handoffs to L2, including for paid self-serve and first-level enterprise requests.

• Monitor service quality, response and resolution times, backlog health, and customer satisfaction; turn insights into practical improvements.

• Stay hands-on with complex or sensitive customer issues and model strong technical judgment.

Increase Product Support (L1) technical autonomy

• Train and coach Product Support (L1) agents to investigate, reproduce, and resolve more technical issues across Mistral products, including Vibe, Studio, and APIs.

• Work with L2 to identify issue types that Product Support (L1) can safely take on and define the knowledge, access, and safeguards needed.

• Create playbooks, troubleshooting guides, and escalation criteria that help Product Support (L1) agents resolve issues independently and consistently.

• Improve L1-to-L2 handoffs so escalations contain customer impact, investigation steps, and relevant evidence.

• Track escalation patterns and use them to prioritize training, documentation, and product improvements.
  

Scale systems, workflows, and automation

• Own improvements to frontline support tooling, routing, workflows, macros, and internal processes.

• Own improvements to frontline Product Support (L1) tooling, routing, workflows, macros, and internal processes.

• Develop AI-assisted support and automation, including Intercom Fin, to reduce repetitive work while maintaining response quality and appropriate human escalation.

• Identify recurring contact drivers and partner with Product, Engineering, and other teams to address them at the source.

• Build reporting and operating reviews that make workload, service performance, escalation patterns, and risks visible.

• Establish shared processes with specialist Support teams while respecting their ownership of technical delivery.

Build knowledge and operational continuity

• Develop onboarding materials and technical training that help agents become autonomous.

• Work with Documentation and Product teams to keep internal guidance and customer-facing help content accurate and useful.

• Share customer insights and support trends with Product, Engineering, and go-to-market teams.

• Help coordinate support readiness for new products, features, and processes.

• Contribute to operational continuity for the Support organization through team coordination, reporting, and escalation management.

What we’re looking for

• Significant experience in customer-facing technical support, product support, or support operations in a fast-moving technology environment.

• Senior people-management experience, including leading, coaching, and developing a Support team.

• Strong technical judgment and troubleshooting skills, including the ability to investigate product issues, reproduce bugs, and understand API requests and errors.

• Experience managing support queues, escalations, service quality, and operational performance.

• Experience improving workflows, tooling, or knowledge management.

• Ability to use support data to identify bottlenecks and prioritize improvements without losing sight of the customer experience.

• Excellent written and verbal communication skills in English, including the ability to explain technical issues clearly to different audiences.

• A pragmatic, collaborative approach and comfort working across time zones and functions.

Nice to have

• Experience with Intercom, Fin, or comparable support and AI automation tools.

• Experience supporting developer tools, APIs, SaaS products, or AI applications.

• Familiarity with scripting or lightweight automation.

• Experience building onboarding programs, technical training, or support playbooks.

• French language skills.

What We Offer

We offer a comprehensive benefits package designed to support your well-being, growth, and work-life balance. Benefits vary by country and may include healthcare coverage, parental leave, retirement plans, relocation support, wellness programs, meal and transportation allowances, and other location-specific perks.

For the most up-to-date details on benefits available in your location, please refer to our Benefits page.

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