Key Responsibilities:

• Elevate the customer service experience to create highly engaged customers and foster organic growth.

• Take comprehensive ownership of customer issues, ensuring problems are resolved or escalated efficiently and effectively, in a worldwide 24/7 perspective

• Manage a team of 6 people, geographically spread between North America and Europe

• Help update roadmap with customer needs or recurring tasks

• Develop and refine service procedures, policies, and standards to align with best practices and company goals.

• Maintain meticulous records, documenting all customer service actions, discussions, and resolutions.

• Analyze performance data to compile accurate reports, identifying trends and areas for improvement.

• Lead recruitment efforts for customer service agents; mentor and develop the team, promoting a culture of excellence, encouragement, and empowerment.

• Manage resources effectively, optimizing asset utilization to meet or exceed qualitative and quantitative objectives.

• Champion our products, ensuring the support team is knowledgeable and enthusiastic in advocating for our solutions during customer interactions.

Qualifications:

• Proven experience in a customer service leadership role, preferably in a B2B SaaS environment.

• Strong analytical skills, with experience in report generation and data analysis.

• Excellent communication and leadership skills, capable of motivating and driving team performance.

• Demonstrated ability to manage complex customer issues, with a track record of successful problem resolution.

• Familiarity with industry standards and customer service best practices.

• Ability to manage and prioritize multiple projects and tasks effectively.

• Languages: English and French fluent