Manager, Customer Support

at  mdf commerce

Location: Longueuil, QC —Possibility to work from home #LI-Remote
mdf commerce Inc . is an international team of approximately 650 experts who develop a broad set of SaaS solutions to optimize and accelerate commercial interactions of its B2B and B2G customers.
Working in the ecommerce sector, we are currently looking for a Manager, Customer Support to join our team at k-ecommerce .

WHAT WILL YOUR MAIN RESPONSIBILITIES LOOK LIKE?

In this role, you will be led to:

• Supervise 6 customer support agents and lead HR activities.
• Support staff with a solid knowledge of support processes.
• Handle the most complex customers.
• Establish and manage customer support services for k-ecommerce products.
• Develop the skills of support agents and provide training and coaching.
• Ensure that all Service Level Objectives (SLOs) are met, and that statistical reports are collected, analyzed and disseminated throughout the organization.
• Develop performance indicators and set team objectives.
• Monitor team performance and ensure individual follow-up of employee performance.
• Improve and update the operational procedure manual.
• Ensure that SLAs are respected, to reflect contracts and business requirements.
• Represent the customer support group as a member of the project team.
• Assist other departments in quality assurance, as required.

WHAT ELEMENTS OF YOUR PROFESSIONAL BACKGROUND WILL BE NECESSARY AND USEFUL IN THIS ROLE?

• Creative problem-solving skills.
• Excellent French and English language skills, both oral and written, due to frequent interactions with English and French-speaking internal and external colleagues and partners across Canada and the United States.
• Strong organizational and analytical skills, with an eye for detail.
• Flexibility, ability to quickly change priorities and multi-task.
• Excellent conflict resolution skills.
• High level of confidentiality and integrity.
• University degree or DEC with relevant experience.
• At least 10 years’ experience in customer service.
• At least 7 years’ experience managing customer service teams.
• Experience in e-commerce is an asset.
• Experience using a ticketing system.
• Experience with Jira, Outlook, Excel and Word.
  We still have a lot of other things to offer you! : https://www.mdfcommerce.com/web-it-careers-en.jsp
  Thank you for your interest in mdf commerce . However, only selected candidates will be contacted.
  mdf commerce subscribes to a program of equity and equality in employment