Key Responsibilities:

• Supervise, coach, and support a multilingual customer service team.

• Monitor and evaluate team performance based on key KPIs (response time, customer satisfaction, resolution rate, etc.).

• Handle escalated customer inquiries in English, French, and Spanish, ensuring prompt and effective resolution.

• Conduct regular team meetings, training, and one-on-one performance reviews.

• Collaborate with other departments (e.g., Sales, Product, IT) to improve customer experience.

• Maintain up-to-date knowledge of company products, services, and processes.

• Assist in developing and updating customer service policies and procedures.

• Manage scheduling, attendance, and adherence to ensure adequate coverage across time zones/languages.

• Provide feedback and reporting to upper management on team performance and customer trends.

Requirements:

• Fluency in English, French, and Spanish (written and spoken) is mandatory.

• Proven experience in customer service, with at least 2-3 years in a team lead or supervisory role.

• Strong leadership, communication, and interpersonal skills.

• Proficiency with customer service tools (e.g., Zendesk, Freshdesk, Salesforce Service Cloud).

• Excellent problem-solving and conflict-resolution abilities.

• Ability to multitask and work in a fast-paced environment.

• Flexible and adaptable to changing processes and priorities.

• Bachelor’s degree or equivalent work experience preferred.