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Harris Global Business Services (GBS); Quebec; On-site; CAD 85,000 - 120,000; Full time

Job summary

Harris Global Business Services (GBS) in Quebec is seeking a leader to drive a multidisciplinary support team across several products, focusing on modernizing processes and turning AI into a tangible performance lever. You will align field insights with leadership, manage resources, track metrics like SLA and NPS, and champion change management while delivering exceptional customer experiences.

The role requires strong French and English communication and a proven ability to lead in fast-paced,

Qualifications

• Experience leading multidisciplinary operational teams in multi-product environments (B2B SaaS).
• Excellent verbal and written communication in French and English.
• Strong planning, prioritization, and urgent-issue management skills.
• Ability to drive change and foster customer-service excellence.

Responsibilities

• Lead, mobilize, and grow a support team across multiple products.
• Optimize methods and processes to improve efficiency and consistency.
• Identify and implement AI tools to enhance team performance.
• Deliver an outstanding customer experience with measurable metrics (NPS, SLA).
• Collaborate with R&D, Sales, and Professional Services to relay field insights.

Skills

Team leadership

Multidisciplinary

B2B SaaS

Bilingual FR/EN

Planning & prioritization

Change management

AI adoption

Job description

In brief

We’re looking for someone who knows how to lead a multidisciplinary support team — not just manage it, but grow it. You will be responsible for the support experience across several of our products, with a clear mandate: optimize methods, modernize processes, and turn AI into a real performance lever for your team, not just a buzzword.

Your mission

Be the point of convergence between the field and the evolution of our solutions. Concretely: orchestrate a smooth and consistent support service across multiple products, and grow a team with diverse profiles.

Strategic objectives of the role

• Deliver a smooth, consistent, and differentiated support experience across all products
• Ensure expert, structured, and solutions‑oriented technical support
• Actively contribute to customer retention and satisfaction
• Drive continuous improvement of the team's methods, tools, and processes
• Explore and implement AI solutions and new processes to optimize team performance

Key Responsibilities

Lead a multidisciplinary team

• Lead, mobilize, and grow a support team spread across multiple products
• Manage the human and material resources of your area

Optimize, relentlessly

• Continuously simplify the team's working methods and processes
• Closely track metrics (SLA, NPS, resolution rate) and anticipate pain points before they become problems

Bring AI into the team's daily work

• Identify and implement new tools — automation, AI — to make the team more effective
• Bring the team along in the change rather than imposing it

Deliver a Customer Experience That Stands Out

• Make NPS and customer satisfaction a concrete priority
• Personally take charge of complex cases, with rigorous follow‑up

Collaborate beyond your team

• Work with R&D, Sales, and Professional Services, and relay field insights to leadership

Candidate profile

• Proven experience managing multidisciplinary operational teams, ideally in a multi‑product technical support environment
• Excellent verbal and written communication skills
• Excellent command of French and English, spoken and written
• Strong planning, prioritization, and urgent‑issue management skills
• Mobilizing leadership and a strong sense of customer service
• Ability to innovate, structure change, and guide teams through transformation
• Resilience and effectiveness in fast‑paced, high‑volume, deadline‑driven environments

Nice‑to‑haves

• Experience with generative AI or automation tools applied to technical support (AI agents, chatbots, ticket analysis or prioritization tools, etc.)
• Experience in change management or continuous process improvement
• Familiarity with a B2B SaaS environment
• Only selected candidates will be contacted.

Harris s'engage en faveur d'un programme d'égalité des chances en matière d'emploi, et les candidatures des membres de groupes ciblés, y compris les femmes, les personnes handicapées, les peuples autochtones et les minorités visibles, sont encouragées. Si vous êtes une personne en situation de handicap, vous pouvez recevoir de l'aide pour le processus de sélection et de sélection sur demande.

Harris is committed to an equal opportunity employment program, and applications from members of targeted groups, including women, persons with disabilities, Indigenous peoples, and visible minorities, are encouraged. If you are a person with a disability, assistance with the selection and recruitment process is available upon request.