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Mid LevelFull-timeRedisGo
Salary Range
$72,250 - $97,750 /year
This salary is estimated based on similar roles. The actual salary may vary.
About the Role
We are seeking a Bilingual Customer Support Supervisor to lead and elevate day-to-day service delivery across our support team, with a particular focus on partnering closely with our Francophone markets. This role will supervise frontline agents, monitor performance, and ensure all interactions meet company standards.
Key Responsibilities
- →Develop and maintain Standard Operating Procedures (SOPs) for all customer support processes
- →Create actionable Service Level Agreements (SLAs) for internal and external stakeholders
- →Supervise and review the execution of SOPs and SLAs, identifying gaps and proposing scalable improvements
- →Monitor tickets and ensure customer requests receive complete and timely resolution
- →Lead, coach, and support the customer support team to achieve KPIs and ensure service excellence
- →Evaluate ticket quality to ensure responses meet internal standards and are properly documented
- →Assess customer feedback to identify trends and drive improvements in service quality
- →Manage escalations across partners and internal teams
- →Work cross-functionally with Product, Engineering, Compliance, and Operations to improve workflows
Requirements
- ✓5+ years in customer support, ideally within fintech, banking, or regulated environments
- ✓Minimum 3 years of leading or supervising a customer support or call centre team
- ✓Strong understanding of customer support operations, including SOP and SLA management, quality assurance, and performance tracking
- ✓Excellent written, verbal, and non-verbal communication skills in French and English
- ✓Skilled at analyzing complex issues, identifying root causes, and proposing scalable process improvements
- ✓Results-driven, with a focus on operational excellence, service quality, and customer satisfaction
- ✓Summary Bullets
- ✓Lead and supervise customer support team to ensure service excellence
- ✓Develop and maintain SOPs and SLAs for customer support operations
- ✓Monitor ticket resolution and ensure timely customer responses
- ✓Evaluate ticket quality and provide performance feedback to team members
- ✓Manage escalations across partners and internal teams
- ✓Work cross-functionally to improve workflows and processes
- ✓Drive continuous improvements in service quality and customer satisfaction
- ✓Requirement Bullets
- ✓5+ years in customer support, ideally within fintech, banking, or regulated environments
- ✓Minimum 3 years of leading or supervising a customer support or call centre team
- ✓Strong understanding of customer support operations, including SOP and SLA management
- ✓Excellent written, verbal, and non-verbal communication skills in French and English
- ✓Skilled at analyzing complex issues and proposing process improvements
- ✓Results-driven with focus on operational excellence and customer satisfaction
- ✓Emotional intelligence and professionalism when providing performance feedback
- ✓Benefit Bullets
- ✓[]
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