Senior B2B Customer Support Specialist — Escalations & Growth

Canada; Toronto; On-site; CAD 28,000 - 40,000; Full time

Benefits offered by this job

Paid training

Vacation leave (2 weeks)

Medical benefits

Dental benefits

Employee Assistance Program

Rewards & Recognition programs

Incentive programs

Job summary

Teleperformance in Toronto seeks a Specialized Services Customer Expert I to support B2B clients. The role focuses on complex escalations, consultative guidance, and cross-functional collaboration with sales and operations. It offers a path to growth within a global leader in customer experience management.

Base pay starts at CAD 25 per hour with a bonus potential. The position begins on-site for 90 days at the Toronto Office, then shifts to a hybrid model, combining on-site work and remote

Qualifications

• 2-4 years of customer service, B2B support, or account management experience
• Proven experience handling escalations and high-complexity customer scenarios
• Strong consultative communication and influencing skills
• Advanced CRM and system navigation expertise
• Experience working in multi-channel, high-volume environments
• Ability to analyze data, identify trends, and recommend solutions

Responsibilities

• Own and resolve high-complexity escalations (billing, credits, logistics, disputes)
• Provide consultative support and product recommendations aligned to customer needs
• Manage complex distributor and group channel relationships end-to-end
• Lead escalation handling and de-escalation conversations with key customers
• Identify and report systemic issues (process gaps, billing/ logistics errors)
• Support special school teams, projects, outbound campaigns, and business initiatives

Skills

Consultative communication

Interpersonal skills

Multichannel support

CRM proficiency

Education

High School diploma

Tools

CRM systems

Coupa

SAP

Ariba

Job description

Teleperformance in Toronto seeks a Specialized Services Customer Expert I to support B2B clients. The role focuses on complex escalations, consultative guidance, and cross-functional collaboration with sales and operations. It offers a path to growth within a global leader in customer experience management.

Base pay starts at CAD 25 per hour with a bonus potential. The position begins on-site for 90 days at the Toronto Office, then shifts to a hybrid model, combining on-site work and remote