Team Lead - Client Solutions Specilaist

Northern Business Intelligence; California; Hybrid; USD 64,000 - 85,000; Full time

Benefits offered by this job

Competitive compensation plus SS Bonus

3 weeks paid vacation to start

Paid personal days

Above industry standard paid holidays

Employee Assistance Program

RRSP matching

Company provided technology (laptop,手机

Job summary

Northern BI is seeking a Client Solutions Specialist Team Lead to guide and manage a remote CSS team. You will support customers, troubleshoot issues, and shape team processes while reporting to the Head of Product & Operations.

Responsibilities include QA, knowledge base maintenance, and collaboration with CSMs on escalations. Strong leadership and coaching are essential, with a focus on continuous improvement and customer success.

Qualifications

• Degree or diploma in a technical field.
• 5+ years in technical support including helpdesk roles.
• Proven leadership or supervisory experience.
• Mentorship, training, or QA experience is a strong asset.

Responsibilities

• Supervise daily operations of the CSS team, including scheduling and performance reviews.
• Design, update, and enhance support procedures and processes.
• Conduct QA reviews on support cases to maintain high standards.
• Maintain a comprehensive Knowledge Base and oversee Salesforce case management with SLAs.
• Lead recruitment, onboarding, and training for new team members.

Skills

Excel proficiency

Customer service

Time management

Communication

Bilingual English/French (asset)

Education

Technical field degree or diploma

Tools

Microsoft Office Suite

Job description

Client Solutions Specialist (CSS) Team Lead

Reports to: Head of Product & Operations

Work Location: Remote (Ontario/Atlantic Canada preferred)

Pay: Base salary plus Shared Success Bonus

Job description:

We’re seeking an experienced and detail-oriented Client Solutions Specialist (CSS) Team Lead to

guide and manage our Client Solutions team, reporting to the Head of Product & Operations. In this

dynamic role, you’ll provide exceptional support to Northern Business Intelligence customers,

troubleshoot technical issues, and ensure operational excellence. You’ll also play a pivotal role in

shaping team processes, managing escalations, and fostering a culture of continuous

improvement.

Key Responsibilities

Team Leadership

• Supervise daily operations of the Client Solutions Specialists, including scheduling, support with annual performance reviews, and team development.
• Design, update, and enhance support procedures and processes.
• Conduct Quality Assurance (QA) reviews on support cases to maintain high standards.
• Manage and maintain a comprehensive Knowledge Base.
• Oversee case management in Salesforce, ensuring adherence to service level agreements (SLAs).
• Monitor support cases against the service level matrix, and report on Salesforce case statistics and any trends of concern.
• Receive escalations from the CSS team and triage them to Customer Success Managers (CSMs) as needed.
• Handle escalated cases and provide mentorship to the CSS team.
• Participate in the weekly Geotab support call with the Geotab Helpdesk manager and CSM.
• Follow up with the CSS team on deliverables such as manuals, guides, training material, and process improvement initiatives.
• Stay informed about product updates, including software and hardware enhancements.
• Lead recruitment, onboarding, and training for new team members.

Technical Support

• Software: Develop expertise in Northern BI-supported software to troubleshoot interface issues and elevate complex cases to Geotab and other solution partners when necessary.
• Identify software bugs and report them to Geotab and other solution partners.
• Configure custom client set-ups, including report templates, user accounts, rules, zones, dashboards, and email report distribution.
• Hardware: Build in-depth knowledge of supported hardware (including sensors and camera solutions) to diagnose and resolve client issues effectively.
• Remotely verify installations completed by cross-trained technicians and assist with field service work.
• Troubleshoot offline devices, GPS and driver ID issues, auxiliaries not reporting, and video disruptions.

Training and Development

• Conduct client training sessions on software (via webinars) and administrative tasks.
• Deliver software training for new users of existing clients, plus refresher and impromptu “how-to” sessions on request.
• Inform installer partners and customer mechanics on hardware use and best practices.
• Deliver internal training sessions to upskill team members.

Documentation and Research

• Work with Geotab and other partners to understand new features and document how they work internally.
• Document how existing features work, including parameters and firmware logic.
• Create and update internal procedures and customer-facing documentation.

What We’re Looking For

Education & Experience

• Degree or diploma in a technical field (preferred).
• 5+ years of experience in technical support, including helpdesk roles.
• Proven leadership or supervisory experience.
• Background in mentorship, training, or QA is a strong asset.

Skills & Competencies

• Proficiency in Microsoft Office Suite, especially Excel.
• Exceptional customer service skills with a focus on problem-solving.
• Strong time management, organizational, and multitasking abilities.
• Excellent verbal and written communication skills. Bilingualism English/French considered an asset.
• High attention to detail with a proactive and collaborative mindset.

What do we offer?

• Competitive compensation package base salary plus SS Bonus
• 3 weeks paid vacation to start
• Paid personal days
• Above industry standard paid holidays
• Employee Assistance Program
• Group RRSP matching
• Company provided technology (laptop, cell phone, etc.)
• Group Health, Dental, Vision and Online Doctors benefits
• Company events
• A cohesive and supportive team environment
• A company that invests in culture, team member needs and resources

Why Join Us?

At Northern BI, we value leaders who inspire their teams, embrace innovation, and are passionate about delivering exceptional customer experiences. If you’re a tech-savvy problem solver with a knack for leadership, we’d love to hear from you.

Thank you to everyone who has expressed interest in this opportunity. We appreciate your time and interest in growing your career with Northern BI. Please note that only candidates selected for the next stage of the recruitment process will be contacted.