Customer Service Supervisor

KIT Recruitment; Oakville; Hybrid; CAD 83,700 - 102,300; Full time

Benefits offered by this job

Up to 4 weeks vacation

3% RRSP contributions after 1 year

Additional 5% matching of employee contributions

Benefits on the first day of employment

Job summary

A leading recruitment firm in Ontario is seeking a Bilingual Customer Service Supervisor to lead a team of associates. This critical role requires fluency in French and English, with prior supervisory experience. Responsibilities include mentoring staff, ensuring service excellence, and collaborating with operations. The position offers up to $93K total compensation, benefits from day one, and required in-office presence one to two days per week.

Qualifications

• Minimum of 2 years of supervisory experience, ideally in a call center.
• Experience training a remote team is required.
• Understanding of contact center tools, systems, and industry trends.

Responsibilities

• Oversee performance and provide mentorship for a team of 15–25 associates.
• Collaborate with Contact Center Operations to meet service targets.
• Support team members with advanced customer issues and troubleshooting.

Skills

Fluency in French and English

Strong communication skills

Leadership and mentoring abilities

Organizational strength

Negotiation skills

Ability to multitask

Innovative solutions-oriented approach

Education

Post-secondary education in Business or related field

Tools

Workday/IEX

SAP/C4C

Job description

Our client, a household name in the Kitchen and Bath sector, has asked us to source a hands‑on Bilingual (French) Customer Service Supervisor to lead and support a team of Associate Product Consultants. This role is critical in ensuring customers receive exceptional service while maintaining product knowledge, warranty standards, and seamless day‑to‑day operations. You'll need prior experience managing a remote team.

DO NOT apply for this job if you are not fluent in French and English!

Bilingual Customer Service Supervisor – Job Details

Up to $93K total compensation, including bonus!

Up to 4 weeks vacation!*

Required to be in the office 1–2 days a week

Benefits on the first day of employment

3% RRSP contributions after 1 year of service, and an additional 5% matching of employee contributions

Bilingual Customer Service Supervisor – Job Responsibilities

• Oversee performance and provide mentorship for a team of 15–25 associates
• Handle scheduling and maintain accuracy of timecards (Workday/IEX)
• Collaborate closely with Contact Center Operations to meet service targets and resolve escalations
• Drive team success by setting and monitoring efficiency, cost, and satisfaction goals
• Lead and support sales and engagement initiatives that align with business priorities
• Ensure compliance with audit requirements and internal procedures
• Support team members with advanced customer issues and system troubleshooting (SAP/C4C)
• Strengthen communication across internal groups such as Sales, Operations, Quality, and Product Compliance
• Introduce and implement process improvements that enhance workflows
• Recruit, train, and plan for succession to maintain optimal staffing levels
• Promote continuous learning and professional growth for yourself and your team
• Take on special projects as assigned and provide backup support to the Consumer Services Manager

Bilingual Customer Service Supervisor – Job Qualifications

• Fluency in French and English (written and verbal)
• Minimum of 2 years of supervisory experience (call center background preferred)
• Post‑secondary education in Business or a related field
• Experience in training a “Remote Team” is required
• Understanding of contact center tools, systems, and industry trends
• Strong communicator and negotiator with the ability to engage at all levels
• Consistent leadership presence, both customer‑facing and behind the scenes
• Organizational strength and ability to multitask in a fast‑paced environment
• Innovative, solutions‑oriented approach with strong change management ability
• In‑office attendance required 1–2 days a week (or as needed)

If you are ready to take on a leadership role where you can mentor, motivate, and elevate a consumer service team, we’d love to connect.

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Etobicoke, Ontario, Canada