Team Lead – Product Support Advisor

Montréal, Québec
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DESCRIPTION

The Product Support Lead Advisor will be the CSP team’s point of reference for the VIP and Major account programmes.

Your mission: ensure team cohesion and manage escalation points while providing a VIP experience to our clients!

These requests will concern any type of problems and/or questions related to the websites, CRM, and other SM360 applications that we have installed. Speed and proactivity will be your best assets.

If you are a natural leader and enjoy challenges, we have the perfect role for you in our team!

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MISSIONS

As a Team Lead:

  • Supervise team members and guide them in problem resolution
  • Allocate tasks fairly and effectively to ensure performance objectives are met
  • Take charge of complex issues and improve processes
  • Train product support advisers 
  • Prepare presentations related to our support performance
  • Presenting strategic reports to clients

As a CSP :

  • Build and maintain a business relationship of trust with clients
  • Ensure consistently high levels of satisfaction
  • Understand client needs and effectively communicate them to internal teams
  • Communicate with clients via phone or email to provide them with information
  • Coordinate problem resolutions for our clients both internally and externally
  • Support product support advisors in their daily activities
  • Guide clients on best web practices
  • Encourage the use of our SM360 tools among our clients
  • Document communications with our clients
  • Respect the confidentiality of client information by adhering to the personal information protection policy
  • Participate in team meetings, workshops, and individual development sessions
  • Perform any other tasks assigned to you.

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SKILLS

  • Excellent oral and written communication in English and French (essential)
  • Strong customer service skills
  • Analytical thinking
  • Organization
  • Problem-solving experience
  • Team spirit
  • Good knowledge in the field of digital marketing (an asset)

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BENEFITS

Work environment:

  • Located in Griffintown close to public transportation
  • Beautiful, open and modern work environment
  • Hybrid work and flexible hours
  • 100% reimbursed transportation card*
  • Summer hours*.
  • Computer equipment provided for home and office use

 Welfare:

  • Full group insurance from day 1
  • Unlimited virtual medical clinic for you and your family
  • Discounts at various partners (Strom SPA, Gym)

 Entertainment & other:

  • Social events: happy hour, team dinners, Halloween, Christmas party, children’s Christmas…
  • Coffee, tea, snacks (cereal bar) and drinks available
  • Opportunity to work from abroad for 4 weeks per year*. 

*conditions apply

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