Supervisor, Bilingual Premium Support (French/English)

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

📋 Description

• Supervise a robust operational framework for your teams, ensuring top-notch support for the community through your team's efforts.

• Oversee the team's management of intricate, sensitive, or urgent matters that could significantly impact our brand or community, serving as the primary escalation contact for case consultations and high-level escalations from other stakeholders.

• Conduct regular meetings with direct reports to evaluate work and offer behavior-focused coaching; develop strategies or performance improvement plans for your team or service.

• Provide your team with best-practice recommendations on case and situation management, ensuring that working methods are well-documented and adhered to.

• Guarantee that the team is sufficiently staffed at all times, with staff completing onboarding and ongoing training.

• Propel performance at the ambassador, team, and service levels.

• Ensure accountability among team members for meeting performance objectives fairly and equitably by establishing clear expectations, conducting one-on-one follow-ups, and delivering positive coaching to enhance individual skills.

• Oversee ambassador and team performance by recognizing performance patterns, implementing corrective measures, and providing constructive feedback, including writing year-end reviews and improvement plans.

• Offer suggestions for establishing service objectives.

• Collaborate with regional Talent teams to implement all performance improvement plans and terminations as necessary.

• Foster and nurture an engaged, diverse team.

• Own and manage the comprehensive people strategy and operations within your ambassador team to promote a high-performing, sustainable team environment. This encompasses hiring, onboarding, talent development, engagement, wellbeing, and team morale.

• Advocate for the professional advancement of the team and each individual by supporting and motivating your team to meet and surpass expectations through clear goals, feedback, one-on-ones, and coaching.

• Facilitate professional development within the team by identifying and creating development opportunities and utilizing company-wide resources to regularly enhance your team.

• Manage routine administrative tasks such as approving time off, conducting team and one-on-one meetings, and addressing Talent-related issues.

• Uphold a culture of openness, transparency, and accountability that empowers our teams to perform at their best while remaining authentic.

• Exhibit strong leadership on critical issues such as diversity and belonging, allyship, ethics, compliance, and maintaining high service standards for the company.

• Assist with strategic initiatives within Service Delivery and your own service as required.

• Lead the team through the successful implementation of company strategic changes or objectives and other initiatives within your service by communicating updates and changes, outlining new requirements, and providing feedback.

• Support, as needed, internal Service Delivery performance and operations improvement projects in collaboration with the Delivery Excellence team and cross-functional partners.

• Apply critical thinking and consistently assess our procedures. Gather feedback from the team to pinpoint opportunities for performance enhancement and better optimize processes for the team, the service, and the global community.

⛳️ Requirements

• A minimum of 6 years of progressive experience in a customer service or operations role, with at least 3 years in a people-management position responsible for direct reports and the employee lifecycle.

• Proficiency in both written and spoken English and French is essential.

• Demonstrated experience in enhancing team performance as a direct manager.

• Experience in deploying resources to manage real-time crisis situations, including addressing high-severity or sensitive cases and exercising decision-making authority related to losses.

• Experience with data analysis and reporting to discern performance trends, as well as in establishing and executing performance management standards.

• Availability to work weekends, holidays, and be on-call as necessary.

🏝️ Benefits

• Bonus, equity, benefits, and Employee Travel Credits.