Customer Support Manager
3 months ago
The Bilingual Customer Support Manager will be responsible for developing and delivering quality support with key focus on customer and partner satisfaction. This position requires a passion for problem solving and process improvement, a deep understanding of software technologies, finance, and the ability to learn new concepts quickly.
*This is a hybrid role - 2/3 days in office*
**This is a Bilingual (Fully fluent in English and French) role**
**Key Responsibilities**
- Drive resolution and provide leadership to analysts in delivering superior service to ensure customer success
- Work closely with Senior Management to evaluate current processes and systems and assist in planning and implementing new procedures and systems to maximize efficiency
- Develop and monitor key performance indicators to measure and improve productivity
- Provide mentorship to ensure customer support department is providing effective, timely and professional client communications
- Oversee staff performance reviews, set goals and objectives
- Facilitate customer resolution for escalated calls and follow up with dissatisfied customers to ensure issues are resolved and the customers are satisfied.
**Requirements**:
- Bilingual: Fully fluent in English and French is required.
- 3+ years Software Support experience (Accounting, ERP or cloud-base Financial Software experience highly preferred)
- 2+ years managing a Customer Support team
- Bilingual - French and English required
- Proficiency in MS Office suite, multi-channel contact center software and client communication tracking software
- Ability to understand and communicate highly complex technical / financial issues
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