Customer Experience Manager

GardaWorld; Montreal West; Hybrid; CAD 60,000 - 100,000; Full time

Job summary

An established industry player is looking for a Customer Experience Manager to enhance customer support operations. This role involves optimizing a leading case management system, driving process improvements, and empowering customers through self-service resources. You will lead a dedicated team, analyze metrics for performance enhancement, and collaborate with various stakeholders to ensure a seamless customer journey. Join this dynamic company that values innovative ideas and offers a hybrid work environment, competitive salary, and a supportive culture for professional growth.

Benefits

Competitive salary

Sales bonus

Insurance: drug, vision, dental, life, disability

Pension plan

Employee assistance program

Wellness program

Corporate discounts

Flexible schedules

Entrepreneurial culture

Inclusive atmosphere

Qualifications

• 3-5 years of experience in customer service, preferably in SaaS.
• Strong leadership skills with experience managing teams.

Responsibilities

• Oversee configuration and maintenance of FreshDesk to streamline workflows.
• Collaborate with stakeholders to integrate systems for a unified experience.

Skills

Customer Service Management

Leadership Skills

Analytical Skills

Bilingual (French/English)

Problem-Solving Skills

Education

Bachelor’s degree in Business

Bachelor’s degree in Communications

Tools

FreshDesk

CRM Tools

Call Center Technologies

Job description

Join to apply for the Customer Experience Manager role at GardaWorld.

GardaWorld is the largest privately-owned security services company in the world. We offer first-rate security solutions and professionals to protect people, assets, and reputation globally.

Mission

The Customer Experience Manager will oversee the optimization of Freshdesk (ticket management) and its integration with existing systems. They will play a key role in continuous process improvement, ensuring alignment between these tools and other internal systems. Additionally, the manager will lead the integration team and identify opportunities for automation and self-service solutions.

Your Responsibilities

1. Oversee configuration, customization, and maintenance of our case management system (FreshDesk) to streamline workflows and improve efficiency.
2. Design and implement automation rules and reporting to enhance support operations.
3. Optimize self-service resources, including knowledge bases, chatbots, and FAQs, to empower customers and reduce support volume.
4. Collaborate with third-party and internal stakeholders to integrate the case management system with internal tools, ensuring a unified customer experience.
5. Develop and standardize customer onboarding processes, creating training materials and documentation for internal teams.
6. Analyze customer support metrics to identify trends, pain points, and opportunities for improvement.
7. Lead initiatives to refine customer journeys, working cross-functionally to implement data-driven enhancements.
8. Provide managers with analytical insights and feedback to improve team performance and meet customer expectations.
9. Perform quality control activities and provide feedback to customer service managers to enhance team performance.

Your Profile

• Bachelor’s degree in Business, Communications, or a related field.
• 3-5 years of experience in customer service, preferably within internet-based or SaaS businesses such as FreshDesk.
• 2-3 years of team management experience preferred.
• Strong leadership skills with experience managing customer service teams.
• Deep understanding of call center technologies, including phone systems, IVRs, chat platforms, AI, CRM/ticketing tools, and workforce management solutions.
• Proven ability to analyze customer service metrics and drive performance improvements.
• Exceptional communication, coaching, and problem-solving skills.
• Bilingual (French/English).

What We Offer

• Competitive salary and sales bonus.
• Insurance: drug, vision, dental, life, disability.
• Pension plan.
• Employee assistance program.
• Wellness program.
• Corporate discounts.
• A permanent position with stimulating projects.
• Hybrid work system: work from home and office.
• Flexible schedules respecting your privacy.
• Entrepreneurial culture for sharing ideas and professional growth.
• Inclusive, family-like atmosphere for skill development.

About GardaWorld Cash Services

GardaWorld Cash Services provides end-to-end cash transportation solutions in North America, managing over $8 billion in cash daily across various sectors. Headquartered in Boca Raton, Florida, with operations in Montreal, Quebec, our team includes over 10,000 professionals supported by advanced technology and 24/7 customer support.

Additional Details

• Seniority level: Mid-Senior level
• Employment type: Full-time
• Job function: Other
• Industry: Security and Investigations