Support Group Lead
You will lead the day-to-day work of customer support representatives, respond to and escalate issues, and improve support processes and policies. You will monitor performance, prepare reports, conduct evaluations and monthly one-to-ones, share product updates, and improve call quality.
Responsibilities
- Manage day-to-day customer support functions
- Respond to and escalate customer support issues
- Implement customer support processes to improve satisfaction
- Formulate and revise customer support policies
- Communicate product, procedure, and trend updates to the team
- Assess support statistics and prepare reports
- Deliver performance evaluations and follow disciplinary processes
- Conduct monthly one-to-one meetings with support representatives
- Report relevant information to support team leads
- Assess support representatives monthly
- Review phone calls and improve quality
Requirements
- Fluency in French and English
- 2+ years of experience as a Customer Service Manager or equivalent
- Bachelor's degree in Business Administration, Communication, or a related discipline
- Experience managing a large team of support representatives
Benefits
- Health insurance for employees and dependents
- Parental leave
- Subsidized childcare
- Subsidized gym memberships and fitness classes
- Airtime reimbursement
- Free food
- Office space