Bilingual Team Lead, Customer Care

OverviewBilingual Team Lead, Customer Care / Responsable d'équipe, service clientèle, bilingue at M&M Food MarketRole leads the Customer Care coordinator, providing day-to-day guidance, performance coaching, and operational support to ensure timely, helpful, and consistent support across all channels. Acts as brand ambassador with best-in-class customer service practices, serves as primary escalation point for customers, stores, and Area Managers, and shares as a key resource for company, product, and promotional information. Upholds company policies and values and supports team members in their work. Responsibilities Customer Care Support & Escalations: backup for Customer Care Team agents; handle calls, emails, social media, Google Reviews, and other channels during peak times, vacations, and sick days. Provide bilingual French support across channels and assist stores with customer-related matters as needed. Act as main escalation point for customer service and delivery-related issues across stores, agents, and Area Managers. Professionally manage confrontational or stressful interactions to ensure positive customer experiences. Investigate eCommerce fraud alerts and report findings; escalate critical issues to relevant departments. Training Knowledge & Management: design, implement, and maintain the Customer Care Training Manual; assist agents by gathering insights from various departments. Coach agents, provide guidance and performance feedback; support HR in hiring, onboarding, and training new team members. Analyze data across company departments to handle inquiries efficiently and create resolutions with agents, stores, or Area Managers. Customer Engagement & Communications: oversee responses to inquiries, update FAQs for website/emails/campaigns, collaborate with Communications on special projects, monitor social media engagement, and coordinate quarterly recognition prizes. Represent the Customer Care Team in cross-functional meetings and projects across Marketing, Communications, and other departments. Systems & Reporting: administer Zendesk and other systems, monitor agent productivity and response times, generate quarterly Zendesk reports, review customer satisfaction and product feedback reports, and update customer data in the database. Operational Support: manage customer service-related gift card orders; participate in the Recall Team with high-volume outreach, script drafting, and response coordination. Requirements 4+ years of experience in customer service, including 2+ years in team management. Experience in B2C customer care within a franchise-based organization; experience managing a customer care team and office administration functions. Excellent written and verbal communication, interpersonal skills, and ability to work independently under tight deadlines. Advanced computer skills (Microsoft Office, email, CRM); strong problem-solving abilities; experience with Zendesk is a plus. Bilingualism in French and English (written and spoken). Knowledge of eCommerce from a customer service perspective and CRM systems; comfortable with digital technologies and social media channels. Ability to work well under pressure, in a fast-paced environment, and as part of a team with leadership capabilities. Self-starter with strong organizational and time-management skills; ability to handle confidential information discreetly. Conditions of Work In-person / Hybrid work arrangement (some days in office, some remotely). We are committed to providing equal opportunities to all applicants. If you require accommodation due to a disability, you will have an opportunity to notify us when scheduling your interview. Belonging matters. We are an equal opportunity employer and encourage applications from all qualified individuals. Final candidates may be required to undergo a confidential pre-employment background check, including educational, criminal, and other screenings. Candidates must be legally eligible to work in the country of application. #J-18808-Ljbffr