Customer Success Supervisor
Location: Montreal
Position Type: Full-Time
This position is responsible for managing, monitoring and developing a team of trusted Customer Success Agents with a view to maintaining a consistently high level of customer service. To this end, the Customer Success Supervisor plays a key leadership role in the successful development and performance of the team. Reporting to the Sr. Operations Manager, you will be responsible for monitoring individual and team performance as well as providing coaching and feedback where necessary and continuously innovating with new initiatives and methods. One of the main functions of this position is to monitor and continually improve the time to reach our customers and complete applications to provide our customers with the best customer experience possible.
Job Summary
• Build and manage a strong Customer Success team• working with senior leadership to analyze current processes and identify opportunities to improve processes
• Develop new innovative solutions to constantly improve customer experience
• Collaborate with various sales and support teams to ensure effective communication and applications are competed in a timely manner
• Closely monitor incomplete applications pipeline to ensure all files are actioned in a timely manner
• Work with solutions teams to develop systems to increase efficiency and scalability
• Ensure all Customer Success activities are aligned with the overall strategic objectives of the organization
• Handle escalation calls when necessary
• Establish best-practice processes for online customer applications ensuring minimal backlogs
• Ensure proper follow-up of any customer inquiries and issues are conducted in an efficient manner
• Create a sense of urgency within the Customer Success department in regards to collecting missing information and documentation
• Create and monitor KPIs related to the Customer Success team activities in order measure and manage productivity
• Work effectively with sales and marketing departments to create new processes to facilitate the daily operations
• Support training initiatives as required;
• Lead regular team meetings to ensure that the team has a full understanding of tasks and targets to achieve;
Apply if you have the following skillset
• University Degree in a business related field;• Minimum of 5 years in a similar role in a call center environment;
• Experience with both inbound and outbound calls;
• Motivated and enthusiastic team player;
• High sense of urgency;
• Ability to lead by example;
• Technically savvy;
• Demonstrated ability to effectively coach, and motivate a team;
• Excellent oral and written communication skills in both French and English;
• Entrepreneurial spirit and strong sense of initiative;
*Please keep in mind that only candidates fitting this position will be contacted for an interview.
