Customer Support Team Lead

3 weeks ago

Montreal, Quebec, Canada Logibec Full time

About Logibec

Logibec is a leading provider of software solutions for healthcare organizations. We are committed to delivering innovative and reliable products that improve patient care and enhance operational efficiency.

Manager, Customer Support

Are you passionate about providing exceptional customer service and leading a high-performing team? Do you thrive in a fast-paced environment where collaboration and continuous improvement are paramount?

If so, we encourage you to apply for the Manager, Customer Support position. In this role, you will play a vital part in ensuring our clients receive outstanding support and have a positive experience with Logibec.

Key Responsibilities
  • Lead, motivate, and develop a team of customer support professionals to deliver exceptional service to our clients. Collaborate effectively with other departments to ensure seamless client interactions.
  • Cultivate a positive and engaging work environment that fosters performance, expertise development, and teamwork.
  • Support the management team in achieving organizational objectives by providing insights and recommendations based on customer feedback and support data.
  • Ensure the smooth integration of customer support processes into new acquisitions, maintaining consistent service standards across all client interactions.
  • Represent the Customer Experience team in management meetings, promoting strong inter-team collaboration and knowledge sharing.
Continuous Improvement & Customer Focus
  • Implement best practices for customer support operations, continuously evaluating and refining processes to enhance efficiency and client satisfaction.
  • Propose and implement tools and technologies that streamline workflows and improve the overall customer experience.
  • Establish and monitor key performance indicators (KPIs) to track progress, identify areas for improvement, and ensure alignment with customer service goals.
  • Guide and support the team in standardizing practices across all customer service channels, fostering a consistent and high-quality client experience.
  • Maintain an effective system for managing service quality, incidents, and complaints, ensuring prompt and efficient resolution of customer issues.
Client Relationship Management
  • Ensure compliance with contractual service level agreements (SLAs) for handling and resolving client support requests.
  • Serve as the primary point of contact for operational communications and client interactions during issue resolution situations, providing clear and timely updates.
  • Minimize the effort required by clients to obtain requested assistance and resolution, ensuring a seamless and positive experience.
  • Deliver efficient, courteous, and personalized service to external clients, reflecting Logibec's commitment to excellence and customer satisfaction.
Qualifications
  • Bachelor's degree in management, engineering, information technology, or a related field.
  • Proven experience in personnel management and customer support for B2B software solutions.
  • Strong understanding of best practices and tools for customer service operations.
  • Knowledge of key performance indicators (KPIs) for technical support and customer service.
  • Excellent communication, interpersonal, and organizational skills.
  • Ability to build and maintain effective relationships with internal and external stakeholders.
  • Bilingual proficiency in French and English is required.

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