Chef d’équipe – Soutien à la clientèle

This is a fully remote position, open to applicants in Canada.

📋 Description

• Design and consistently enhance support-ticket processes and workflows, including the collection of KPI data and automation playbooks.

• Guide and mentor support agents to boost ticket resolution rates and enhance customer satisfaction.

• Oversee daily team operations, which encompass business-hours coverage, daily meetings, one-on-ones, and resolution standards.

• Address high-priority tickets and incoming calls and requests in both French and English.

• Manage and prioritize queues while maintaining the backlog and response times within established targets.

• Report bugs to Product and Development with precise, reproducible details and ensure their resolution.

• Lead customer communication during outages, challenging releases, and escalations.

• Collaborate in developing the knowledge base and maintain internal runbooks and response templates.

• Set up and oversee Jira Service Management categories, workflows, and SLAs.

• Collaborate with Onboarding for smooth customer transitions to support.

• Monitor and present team performance and ticket-volume influencers to the General Manager.

• Address support issues involving customers through IT partners and technology vendors.

⛳️ Requirements

• 3+ years of experience in B2B software support, including a minimum of 2 years in a formal leadership or supervisory role within a support team.

• Proven record of measurable improvements, such as reducing backlog, enhancing CSAT, or decreasing repeat tickets.

• Proficiency in both written and spoken French and English.

• Experience in a phone-based or call-center support environment for business-critical software like ERP, POS, inventory, or dealer/shop management systems.

• Strong hands-on troubleshooting skills across installations, hosted environments, user permissions, POS hardware and printers, and basic networking.

• Familiarity with configuring and managing a ticketing platform such as Jira Service Management, Zendesk, or Freshdesk.

• Ability to communicate calmly and clearly with frustrated counter staff and business owners.

• Self-driven and capable of effectively leading a team in a remote setting.

🏝️ Benefits

• Competitive salary and performance-based incentives.

• Flexible work hours and remote work opportunities.

• Professional development and training programs.

• Comprehensive health benefits and wellness programs.

• Collaborative and inclusive work environment.