Customer Support Team Lead — Hybrid, Bilingual (FR/EN)

Z953; Montreal; Hybrid; CAD 70,000 - 90,000; Full time

Job summary

A leading music and media company in Montreal is seeking a Team Lead, Customer Support to enhance customer satisfaction and retention. You will lead a team of support agents, optimize workflows, and collaborate cross-functionally. Required qualifications include 3-5 years of experience in customer support, strong leadership skills, and bilingualism in French and English. This role offers a stimulating work environment and hybrid work options.

Benefits

Share purchase plan

Access to virtual healthcare

Free fitness classes

Free language classes

Milestones celebrated with loyalty program

Qualifications

• 3-5 years of experience in a customer support role with leadership experience.
• Strong experience in mentoring and performance management.
• Familiarity with customer satisfaction programs (CSAT, NPS).

Responsibilities

• Lead and develop a team of Customer Support agents.
• Optimize support workflows for efficiency and quality.
• Act as the primary escalation point for customer issues.

Skills

Leadership

Customer Support

Zendesk

Communication

Problem-solving

Bilingualism (French and English)

Tools

Zendesk

Job description

A leading music and media company in Montreal is seeking a Team Lead, Customer Support to enhance customer satisfaction and retention. You will lead a team of support agents, optimize workflows, and collaborate cross-functionally. Required qualifications include 3-5 years of experience in customer support, strong leadership skills, and bilingualism in French and English. This role offers a stimulating work environment and hybrid work options.