Bilingual Customer Service Team Lead, remote

Randstad Canada; Toronto; Remote; CAD 50,000 - 61,000; Full time

Benefits offered by this job

2 weeks vacation

Health coverage

Sick days 5

Employee Assistance Program

Job summary

Randstad Canada is seeking a Bilingual Customer Service Supervisor to lead a frontline team in a fully remote role across Canada. You will coach, support, and develop staff while ensuring customer excellence and KPI achievement.

Ideal candidates bring 1+ year supervisory experience in contact centers, 2+ years in customer service, and fluent English/French. Strong communication, leadership, and familiarity with CRM tools like Salesforce are a plus.

Qualifications

• 1+ years in a supervisory role in a contact center or customer-facing environment.
• 2+ years of hands-on customer service experience.
• Bilingual English and French (spoken and written).
• Strong communication and leadership skills.
• Experience with Five9, Verint, and Salesforce is a strong asset.
• Tech-savvy with MS Office knowledge.

Responsibilities

• Supervise, train, and support a high-performing customer service team.
• Provide ongoing coaching, feedback, and performance management.
• Handle escalated customer inquiries and assist in troubleshooting complex issues.
• Partner with Quality Assurance and Workforce Planning to meet KPIs and service levels.
• Monitor and report on performance metrics, productivity, and customer satisfaction.
• Support process improvements and identify training needs with a proactive approach.
• Manage scheduling, time-off requests, and shift coverage to ensure operational efficiency.
• Participate in special projects and team-building initiatives.

Skills

Bilingual English/French

Leadership

Customer service

Coaching

Communication

Tools

Five9

Verint

Salesforce

MS Office

Job description

Are you a people-first leader with a passion for coaching, collaboration, and customer excellence? We're looking for a Bilingual Customer Service Supervisor to join a vibrant, customer-focused organization in the travel and lifestyle sector. In this fully remote role, you'll oversee a dynamic team of frontline representatives, helping shape an exceptional customer journey while fostering a positive and supportive team culture.

What We Offer:

• Salary: $55,000
• Schedule: Flexible daytime hours (EST), including some weekends, aligned with business needs
• Location: Work from anywhere in Canada - 100% remote

Advantages

Why You'll Love This Role

• Make an Impact - Be at the heart of shaping client experience and frontline excellence
• Lead & Inspire - Guide a motivated team and be a key player in operational success
• Build Culture - Join a company that values fun, integrity, collaboration, and innovation
• Develop Talent - Coach, mentor, and empower team members through feedback and support
• Be Part of the Future - Help drive continuous improvement and creative problem-solving

• Vacation: 2 weeks of paid vacation in the first year
• Benefits: Comprehensive health coverage (medical, dental, vision) at 100% employer-paid
• Benefits Activation: Coverage starts upon hire - no waiting period
• Sick/Personal Days: 5 paid days per year
• Wellness Support: Access to an Employee Assistance Program (EAP)

Key Responsibilities:

• Supervise, train, and support a high-performing customer service team
• Provide ongoing coaching, feedback, and performance management
• Handle escalated customer inquiries and assist in troubleshooting complex issues
• Partner with Quality Assurance and Workforce Planning to meet KPIs and service levels
• Monitor and report on performance metrics, productivity, and customer satisfaction
• Support process improvements and identify training needs with a proactive approach
• Manage scheduling, time-off requests, and shift coverage to ensure operational efficiency
• Participate in special projects and team-building initiatives

Qualifications

• 1+ years in a supervisory role in a contact center or customer-facing environment
• 2+ years of hands-on customer service experience
• Bilingual in English and French (spoken and written)
• Strong communication and leadership skills with a passion for mentoring others
• Empathy, resilience, and the ability to resolve challenges calmly and effectively
• Tech-savvy with solid MS Office knowledge; experience with Five9, Verint, and Salesforce is a strong asset
• Highly organized, adaptable, and comfortable leading in a fast-paced, high-volume setting

If you're ready to take your leadership skills to the next level and be part of a people-first company with purpose, we'd love to connect.

Randstad Canada is committed to fostering a workforce reflective of all peoples of Canada. As a result, we are committed to developing and implementing strategies to increase the equity, diversity and inclusion within the workplace by examining our internal policies, practices, and systems throughout the entire lifecycle of our workforce, including its recruitment, retention and advancement for all employees.

In addition to our deep commitment to respecting human rights, we are dedicated to positive actions to affect change to ensure everyone has full participation in the workforce free from any barriers, systemic or otherwise, especially equity-seeking groups who are usually underrepresented in Canada's workforce, including those who identify as women or non-binary/gender non-conforming; Indigenous or Aboriginal Peoples; persons with disabilities (visible or invisible) and; members of visible minorities, racialized groups and the LGBTQ2+ community.

Randstad Canada is committed to creating and maintaining an inclusive and accessible workplace for all its candidates and employees by supporting their accessibility and accommodation needs throughout the employment lifecycle. We ask that all job applications please identify any accommodation requirements by sending an email to [e-mail] to ensure their ability to fully participate in the interview process.

This posting is for existing and upcoming vacancies.