Bilingual Customer Service Supervisor

• Supervise, train, and support a high-performing customer service team
• Provide ongoing coaching, feedback, and performance management
• Handle escalated customer inquiries and assist in troubleshooting complex issues
• Partner with Quality Assurance and Workforce Planning to meet KPIs and service levels
• Monitor and report on performance metrics, productivity, and customer satisfaction
• Support process improvements and identify training needs with a proactive approach
• Manage scheduling, time-off requests, and shift coverage to ensure operational efficiency
• Participate in special projects and team-building initiatives

• 1+ years in a supervisory role in a contact center or customer-facing environment
• 2+ years of hands-on customer service experience
• Bilingual in English and French (spoken and written)
• Strong communication and leadership skills with a passion for mentoring others
• Empathy, resilience, and the ability to resolve challenges calmly and effectively
• Tech-savvy with solid MS Office knowledge
• experience with Five9, Verint, and Salesforce is a strong asset
• Highly organized, adaptable, and comfortable leading in a fast-paced, high-volume setting

Experience with Five9, Verint, and Salesforce

• 2 weeks of paid vacation in the first year
• Comprehensive health coverage (medical, dental, vision) at 100% employer-paid
• Coverage starts upon hire – no waiting period
• 5 paid sick/personal days per year
• Access to an Employee Assistance Program (EAP)