Bilingual Team Lead, Customer Care / Responsable d'équipe, service clientèle, bilingue

M&M Food Market; Montreal; Hybrid; CAD 55,000 - 75,000; Full time

Job summary

A leading grocery retailer in Montreal seeks a Team Lead for Customer Care to oversee customer support operations. The role involves managing a team, handling escalations, and providing bilingual assistance. The ideal candidate has extensive customer service experience, strong leadership skills, and proficiency in digital communication tools. This position offers flexible work options with a hybrid model.

Benefits

Flexible work options

Discounts on products

Summer hours for eligible employees

Qualifications

• 4+ years of experience in customer service, including 2+ years managing a team.
• Experience in business-to-consumer customer care within a franchise-based organization.
• Strong problem-solving skills and ability to work under tight time constraints.

Responsibilities

• Lead Customer Care coordinator and provide operational support.
• Train and coach Customer Care agents.
• Handle escalations and ensure timely resolutions for customer inquiries.

Skills

Customer service experience

Team management

Bilingualism (French / English)

Communication skills

Problem-solving skills

Microsoft Office proficiency

Tools

Zendesk

CRM products

Job description

Overview

Job Description

Description Competitive Benefits. Meaningful Extras. Unmatched Value. A place where you can take your career in the direction you want to grow and go. Flexible work options and summer hours for eligible employees. Save on gas at stations across Canada, including Chevron, Fas Gas, Ultramar, and Pioneer. Save on M&M Food Market products. The Opportunity: The Team Lead, Customer Care leads the Customer Care coordinator, providing day-to-day guidance, performance coaching, and operational support. This role ensures that our customers receive timely, helpful, and consistent support across all channels. As a brand ambassador, the Team Lead brings best-in-class customer service practices, acts as the primary escalation point for customers, stores, and Area Managers, and serves as a key resource for company, product, and promotional information. This role upholds company policies and values, helping customers succeed at mealtime while supporting team members in their work.

Responsibilities

• Customer Care Support & Escalations: Serves as the primary backup for Customer Care Team agents, assisting with calls, emails, social media, Google Reviews, and other channels during peak times, vacations, and sick days. Handles all French customer inquiries across all channels within the Customer Care department and provides bilingual support to stores on customer-related matters as needed. Acts as the main escalation point for customer service and delivery-related issues across stores, Customer Care agents, and Area Managers. Tactfully and professionally manages confrontational or stressful interactions with customers with the goal of making every customer interaction a positive one. Investigates eCommerce fraud alerts and reports findings. Escalates critical customer issues to relevant departments (eComm, Store Operations, Loyalty, IT, etc.).
• Training Knowledge & Management: Designs, implements, and maintains the Customer Care Training Manual. Assists agents in resolving inquiries by gathering insights from various departments. Coaches Customer Care agents, providing guidance and performance feedback. Supports HR in hiring, onboarding, and training new team members. Obtains and evaluates relevant data across company departments to handle inquiries efficiently and create appropriate resolutions alongside Customer Care agents, stores, or Area Managers.
• Customer Engagement & Communications: Oversees responses to BBB inquiries and ensures timely, professional resolutions. Maintains and updates Customer FAQs for the website, emails, and campaigns. Frequently collaborates with the Communication team on special projects as required. Monitors social media engagement and collaborates with a third-party agency for accurate brand messaging. Manages the ‘Customer Moment’ community board and coordinates quarterly recognition prizes. Represents the Customer Care Team in meetings and special projects across Marketing, Communications, and other departments.
• Systems and Reporting: Administers and manages Zendesk and other customer care systems, overseeing subscriptions, standard response templates, and acting as the admin owner. Monitors agent productivity, response time, and engagement through Zendesk. Generates quarterly Zendesk reports for leadership. Reviews weekly Customer Satisfaction and Product Feedback reports to flag urgent issues and trends. Accesses and updates customer data in the customer database.
• Operational Support: Manages customer service-related gift card orders. Serves on the Recall Team, leading high-volume customer outreach, script drafting, and response coordination.

Qualifications

• 4+ years of experience in customer service, including 2+ years experience managing a team.
• Experience with business-to-consumer customer care, particularly within a franchise-based organization, as well as managing a customer care team and office administration functions.
• Excellent written and verbal communication skills; excellent interpersonal skills.
• Advanced computer skills within the Microsoft Office suite, email, and CRM products. Strong problem-solving skills. Ability to work independently and under tight time constraints.
• Bilingualism (French / English) written and spoken. Advanced knowledge and understanding of eCommerce from a customer service perspective and CRM systems. High comfort level with digital technology, including eCommerce and social media channels such as Facebook, Twitter, and Instagram.
• Knowledge of customer service best practices and protocols. Self-starter with proven organizational and time management skills. Ability to work well under pressure and meet deadlines in a fast-paced environment. Ability to work well in a team and has a leader mentality. Service-oriented with the ability to communicate effectively and concisely, both verbally and in writing. Microsoft Office proficiency. Zendesk experience is a strong asset. Ability to handle confidential information discreetly and professionally.
• Indicate if you are a good fit by describing how you bring a “Humble. Hungry. Smart.” mindset to the role.

Work Location & Environment

Conditions de travail: En présentiel. This role involves hybrid work, with some days in the office and others remote.

Additional Information

• We are committed to equal opportunity for all applicants. If accommodation is required due to a disability, you will have an opportunity to notify us when scheduling your interview.
• Belonging Matters. We are an equal opportunity employer and encourage applications from all qualified individuals. Our ability to work as one team across Canada, the United States and the Caribbean is foundational to our success. We value diversity, equity, and inclusion and support Employee Resource Groups to promote belonging.
• Fine Print: Candidates must be legally eligible to work in the country of application. We are unable to sponsor employment visas at this time. Final candidates may undergo a confidential pre-employment background check, including educational, criminal, credit, drug and alcohol, and fitness-for-duty testing.
• Questo testo include sections in French (Objectifs du poste, Responsabilités & Tâches, Éducation & Expérience, Compétences et Aptitudes, Conditions de travail). The English description remains the primary content of the role.