Customer Support Supervisor

Context :
The Customer Support Supervisor plays a key role in our client’s company by planning, assigning, coordinating, and controlling the activities of North American Support Organization. You will serve as the middleman between the organization and the customer service team members to ensure smooth communication and settling of grievances that may arise in the course of work.

Missions :
*** Manage our Level 1 external service provider: Staffing our Level 1 Team, train, coach and mentor Service Desk Specialists (Level 1). Weekly audits of Level 1 Support agents via listening to phone recordings and email interaction checks.

• Support, in establishing the priorities to achieve the objectives set (productivity, quality, time, costs, Etc.) and by adjusting the priorities in need. Advising escalations from one team to another
• Coaching and leading the team to maximize customer satisfaction.
• Ensure the effective resolution of support requests in compliance with the organizational rules, the processes, and programs in place.
• Establish performance objectives for team members and oversee the evaluation of individual indicator and service metrics, including call monitoring.
• Assume responsibility of indicators of performance (KPI) of the team and identify opportunities for improvement continues to mean of processes and tools.
• Collaborate with managers and other departments (Sales, PM, R&D..) to improve communication and unify processes across the business.

Profil :

• Bachelor’s degree or equivalent
• 2+ years of experience as a top-performing customer support agent. You must exemplify a customer-centric approach to ticket handling when coaching agents.
• Experience with building and managing performance improvement plans and continuous improvement
• Minimum of 2+ years as a supervisor
• Zendesk and Salesforce Service Desk Experience
• English language native, Spanish and French a plus but not required