Remote Bilingual Customer Support Lead: Process & Coaching

Valsoft Corporation; United States; Remote; USD 85,000 - 120,000; Full time

Job summary

Carrus is seeking a bilingual Customer Support Lead to run the support team and drive continuous process improvements. You will coach agents, manage queues, and maintain service levels while addressing escalations across French and English.

You’ll collaborate with Product, Development, and Onboarding to ensure smooth handoffs and reliable customer care. You will also own the Jira Service Management setup, develop knowledge resources, and monitor KPIs such as backlog and resolution times to

Qualifications

• 3+ years in B2B software support, including at least 2 years leading or supervising a support team.

Responsibilities

• Develop and continuously improve processes and workflows for managing support tickets and data for KPIs.
• Coach and mentor a team of support agents to increase ticket resolution and customer satisfaction.
• Lead day-to-day team activities, ensure coverage, run daily huddles and one-on-ones, and model prompt resolution.
• Handle high-priority issues, taking inbound French and English requests.
• Triage and prioritize the queue to meet targets for backlog and response times.
• Escalate bugs to Product and Development with clear, reproducible detail and follow through to resolution.
• Lead customer communications during outages or escalations and ensure ownership and accountability.
• Co-develop the knowledge base and runbooks with developers and product owners.
• Own Jira Service Management configuration, including workflows and SLAs.
• Partner with Onboarding for smooth handoff to support for new customers.
• Track team performance and report to General Manager.

Skills

B2B software support

Team leadership

French and English

Tools

Jira Service Management

Zendesk

Freshdesk

Job description

Carrus is seeking a bilingual Customer Support Lead to run the support team and drive continuous process improvements. You will coach agents, manage queues, and maintain service levels while addressing escalations across French and English.

You’ll collaborate with Product, Development, and Onboarding to ensure smooth handoffs and reliable customer care. You will also own the Jira Service Management setup, develop knowledge resources, and monitor KPIs such as backlog and resolution times to