Manager, Customer Support

4 months ago


Longueuil, Canada mdf commerce Full time

**Location**:Longueuil, QC **—Possibility to work from home #LI-Remote**

**mdf commerce Inc **. is an international team of approximately 650 experts who develop a broad set of SaaS solutions to optimize and accelerate commercial interactions of its B2B and B2G customers.

Working in the ecommerce sector, we are currently looking for a Manager, Customer Support to join our team at k-ecommerce.

**What will your main responsibilities look like?**

In this role, you will be led to:

- Supervise 6 customer support agents and lead HR activities.
- Support staff with a solid knowledge of support processes.
- Handle the most complex customers.
- Establish and manage customer support services for k-ecommerce products.
- Develop the skills of support agents and provide training and coaching.
- Ensure that all Service Level Objectives (SLOs) are met, and that statistical reports are collected, analyzed and disseminated throughout the organization.
- Develop performance indicators and set team objectives.
- Monitor team performance and ensure individual follow-up of employee performance.
- Improve and update the operational procedure manual.
- Ensure that SLAs are respected, to reflect contracts and business requirements.
- Represent the customer support group as a member of the project team.
- Assist other departments in quality assurance, as required.

**What elements of your professional background will be necessary and useful in this role?**
- Creative problem-solving skills.
- Excellent French and English language skills, both oral and written, due to frequent interactions with English and French-speaking internal and external colleagues and partners across Canada and the United States.
- Strong organizational and analytical skills, with an eye for detail.
- Flexibility, ability to quickly change priorities and multi-task.
- Excellent conflict resolution skills.
- High level of confidentiality and integrity.
- University degree or DEC with relevant experience.
- At least 10 years’ experience in customer service.
- At least 7 years’ experience managing customer service teams.
- Experience in e-commerce is an asset.
- Experience using a ticketing system.
- Experience with Jira, Outlook, Excel and Word.

**mdf commerce **subscribes to a program of equity and equality in employment.



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