Team Lead, Client Service

**_**This position can be fully remote or hybrid near Mitacs offices in Montreal, Toronto, Vancouver or Ottawa**_**

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Do you want to be part of our innovative and entrepreneurial team?_**
- Do you thrive in an entrepreneurial environment and enjoy working in a team atmosphere? Are you an “outside the box” thinker who strives to implement continuous improvements? Do you take a strategic approach to your work? Do you enjoy in a fast-paced culture where your opinions are valued and respected? Do you enjoy building partnerships to solve mutually beneficial challenges?_

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Reporting to the Manager, Client Service and Support, the Team Lead, Client Service and Support will be responsible for supporting the development of a Client Service and Support function at Mitacs to ensure the needs of clients are met and their problems are resolved. The Team Lead will be expected to develop the workflows and procedures necessary to oversee a team of Client Service and Support specialists and help enhance new tools to aid in service delivery. This role has the intent of bridging the gap between all delivery teams and the business development teams to offer the optimal client experience. Achievement, Collaboration, Creativity, Decolonization, EDI, unity are key values considered in this position.

**KEY RESPONSIBILITIES**

**Leadership**
- Help build and manage a team of skilled client service and support experts with the support of the Manager, Client Service and Support.
- Provide a positive and welcoming onboarding experience to all new employees by ensuring they have access to the tools and resources needed to fulfill the requirements of their job.
- Recognize employee milestones (e.g., service awards, retirements, etc.) as well as significant contributions and enhanced responsibilities.
- Focus on communications and foster collaboration by regularly providing updates to teams about ongoing initiatives and encouraging them to work together to accomplish common goals and learning.
- Identify and coordinate training opportunities for the team and nurture an environment where they can excel through encouragement and empowerment.
- Mentor and coach new Client Service and Support Specialists.

**Team Performance and Operations**
- Monitor team performance and ensure that the team is following SLAs and SOPs by providing excellent customer service and addressing customer issues in a timely and efficient manner.
- Understand the client/stakeholder journey and support team members in properly servicing clients and stakeholders throughout their Mitacs experience.
- Set goals and targets for the team.
- Monitor workload of assigned team members and manage activity to ensure proper capacity and efficiency of team.
- Help team members manage and/or resolve client service and support escalations with the appropriate support functions.
- Develop and leverage strong relationships within other departments to accelerate resolution of client escalations and drive process improvements for the team. This will include collaborating effectively with all internal teams (Legal, Technology, Programs, Finance, Grants Management, more).

**Process Development and Maintenance**
- Work closely with the Manager, Client Service and Support and other business leaders to develop efficient workflows.
- Work with the Client Success team to develop new case management and knowledge base tools for the Client Service and Support function.
- Help develop and maintain SLAs and internal workflows for optimal client service through each client/stakeholder journey phase.
- Identify opportunities and provide viable alternatives and solutions for service and support improvements and program and policy enhancements wherever possible.
- Develop client experience insights through metrics, direct client interaction, survey-based data and internal feedback from other departments.
- Proactively identify bottlenecks and troubleshoot problems.
- Other duties as required.

**REQUIRED SKILLS AND EXPERIENCE**
- 2+ years of experience managing a team.
- 4+ years of experience in a front-line client service role.
- Must exhibit grace under pressure.
- Advanced working knowledge of Microsoft Word, Excel and Outlook.
- Experience in working with a CRM and case management system.
- Strong organizational skills and time management skills.
- Ability to work in a fast-paced environment.
- Must be results-oriented and able to work with in a team environment.
- Must possess excellent verbal and written communication skills.
- Proficient in navigating ambiguity, making well-considered decisions and explore innovative approaches to service delivery.
- Collaborative by nature, with strong interpersonal skills, fostering curiosity-driven conversations focused on driving outcomes.
- Fully bilingual (English and French) is preferred.

Hiring Range: $78,640 - $93,385

Salary Range: $78,640 - $117,960

**Hiring and Salary Range Transparency**

Typically, employees are hired, transferre