Customer Support Director

4 weeks ago

Montreal, Quebec, Canada Logibec Full time

Lead the Customer Support Team

The Director, Client Support is responsible for leading the customer support team with a focus on putting the customer at the centre of the team's concerns. They will be responsible for ensuring that the company's support commitments and obligations are met and that customer satisfaction targets and performance indicators are achieved.

While listening carefully to customer needs, you will be responsible for implementing best practices in customer service and continuous improvement while ensuring the participation and mobilization of your employees.

Responsibilities

  • Lead, motivate and support the development of the team in order to provide excellent services to clients in collaboration with the directorates involved;
  • Create and maintain a stimulating work environment by fostering performance, developing expertise and mobilising people.
  • Support the management team in achieving its objectives;
  • Ensure the rapid and effective integration of the customer support component during new acquisitions (growth);
  • Represent the Customer Experience team in management meetings and ensure strong inter-team collaboration.

Continuous Improvement

  • Propose and implement work methods according to best practices while ensuring rigorous monitoring of results;
  • Propose and implement work tools to improve efficiency and the customer experience;
  • Establish and monitor performance indicators in order to determine, with his/her team, the achievement of objectives and opportunities to improve customer support;
  • Guide and support the team in the standardisation of processes across all customer service teams;
  • Maintain an effective system for managing service quality, incidents and complaints to ensure optimal responsiveness to potential customer issues.

Client Partnerships

  • Ensure compliance with contractual service level agreements for the handling and resolution of external customer support requests;
  • Act as the lead for operational communications and interventions with customers in problem resolution situations and follow up afterwards;
  • Limit the effort required by the company's customers to obtain the requested assistance and resolution;
  • Provide an efficient, courteous and personalized service to external customers, demonstrating the commitment and talent of the team.

Qualifications

  • Bachelor's degree in management, engineering, information technology, or related field;
  • Management, leadership or performance training an asset;
  • 5-10 years experience in people management;
  • 5-10 years experience in customer support for B2B software solutions;
  • Experience in best practices and implementation of customer service tools;
  • Knowledge of best practices, key performance indicators for technical support and customer service;
  • Ability to build and maintain relationships and partner effectively across diverse internal and external organizations;
  • Rigorous, analytical, process-oriented, with a focus on operational efficiency and continuous improvement;
  • Excellent communication, interpersonal and organizational skills with a hands-on management style;
  • Focus on customer satisfaction and customer experience;
  • Bilingualism is required (with fluent French) as the candidate will be working with documentation in French and English, and communicating orally and in writing with French and English speaking suppliers and colleagues.

In Return, Logibec Offers You

  • Group RRSP with employer participation, and group insurance as of your first day
  • Flexible hours and competitive vacation allotment
  • Permanent teleworking possibilities
  • Continuous training, career development and advancement opportunities
  • Projects integrating the Agile methodology
  • An expertise of over 450 employees across Canada
  • An organizational culture where grit, teamwork, a commitment to excellence, and striving to make a difference for our clients are at the center of our corporate values.

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