Bilingual Customer Service Manager

The Influence Agency; Quebec, Toronto; Hybrid; CAD 45,000 - 75,000; Full time

Job summary

Join a forward-thinking fintech company as a Bilingual Customer Service Manager, where your passion for helping customers will shine. In this dynamic role, you'll lead efforts to deliver exceptional support while collaborating with teams to enhance customer experiences. Your expertise in problem-solving and process optimization will be invaluable as you mentor junior members and handle escalated concerns. With a competitive salary and a flexible hybrid working model, this position offers the chance to make a significant impact in a rapidly growing industry. If you're ready to take your customer service career to the next level, we want to hear from you!

Benefits

Competitive base salary

Generous profit sharing program

Flexible time off policy

Hybrid working model

Qualifications

• 1+ years of customer service experience in a fast-paced environment.
• Proven experience handling escalated customer issues effectively.

Responsibilities

• Onboard new customers and ensure seamless integration of services.
• Manage customer inquiries and maintain accurate records.
• Provide leadership and mentorship to junior team members.

Skills

Bilingual (French/English)

Customer-focused

Problem-solver

Organized and detail-oriented

Collaborative

Tech-savvy

Process driven

Leadership-oriented

Tools

Microsoft Office Suite

Cloud-based software applications

Job description

Bilingual Customer Service Manager

SportsPay is looking for a customer-centric Bilingual Customer Service Manager who loves going above and beyond to help customers. If you're a people person with a knack for troubleshooting and optimizing support processes, we want to hear from you. In this role, you'll lead the charge in delivering exceptional customer care and ensuring customers feel supported every step of the way, all while working in an exciting, rapidly growing fintech environment.

About The Company

SportsPay is a trusted payment processing solution built for amateur sports organizations. Seamlessly integrating with registration platforms, it simplifies fee collection, streamlines transactions, and ensures secure, hassle-free payments. With a focus on efficiency, security, and top-tier support, SportsPay helps leagues, clubs, and teams manage finances smoothly—so they can focus on the game.

About You

Traits, Abilities and Skills

• Bilingual (French/English): Fluency in both French and English is essential for this role.
• Customer-focused: A strong commitment to providing exceptional service, with a friendly, patient approach to all customer inquiries and challenges.
• Problem-solver: Excels at troubleshooting issues and offering effective solutions, even in complex situations.
• Organized and detail-oriented: Able to handle multiple customer requests and manage administrative tasks with precision.
• Collaborative: Comfortable working with a team and acting as a mentor or subject matter expert to junior team members when needed.
• Tech-savvy: Proficient in common computer applications and adaptable to new technologies.
• Process driven: Always looking for ways to increase efficiency and refine processes.
• Leadership-oriented: Proven leadership capabilities, including mentoring and guiding team members to success.

Experience

• 1+ years of customer service experience in a fast-paced environment, ideally in a B2B or technology-driven environment such as fintech, SaaS, or payments processing.
• Proven experience handling escalated customer issues with a track record of resolving complex problems in a timely and efficient manner.
• Proficient in Microsoft Office Suite and familiar with other cloud-based software applications, with the ability to adapt to new technologies quickly.

About The Role

Key Responsibilities

• Collaborate with customers and internal teams to onboard new customers and implement the SportsPay platform smoothly, ensuring seamless integration of services.
• Manage customer inquiries and issues, including new applications, bank updates, and keeping accurate customer records through data entry.
• Provide leadership and mentorship, helping to guide and support junior team members to excel in their roles.
• Support administrative tasks, ensuring smooth day-to-day operations and facilitating communication between departments.
• Handle escalated customer concerns, applying negotiation and problem-solving skills to resolve complex issues or escalate as needed.
• Monitor and report on customer service performance, helping to refine processes and improve team efficiency.

Compensation

• Competitive base salary
• Generous profit sharing program, paid out on a monthly basis
• Flexible time off policy
• Hybrid working model

Location

• We are open to applicants based in the Greater Toronto Area or Quebec.