At a Glance
- Tasks: Lead a dynamic customer support team to exceed targets and ensure exceptional service.
- Company: Join a global leader in climate technology focused on sustainability.
- Benefits: Enjoy flexible benefits, competitive pay, and opportunities for professional growth.
- Other info: Be part of a diverse team committed to inclusion and environmental progress.
- Why this job: Make a real impact while working with innovative technologies in a supportive environment.
- Qualifications: High school diploma and 2 years of customer support experience required.
The predicted salary is between 47250 - 57750 $ per year.
Ensure the team consistently meets or exceeds monthly KPI targets by effectively managing workload, resources, and team capacity.
Oversee the Customer Support Salesforce queue, ensuring tickets are promptly assigned, prioritized, and resolved within established service levels.
Monitor the website support phone queue to ensure adequate coverage and timely response to inbound customer calls.
Serve as the escalation point for complex, high-priority, or sensitive customer issues, ensuring exceptional customer experience and resolution.
Collaborate closely with the Software Team by escalating critical software issues and tracking progress to ensure timely resolution of high-impact defects.
Manage the Verdant Installation queue in Salesforce, ensuring installation opportunities are assigned promptly, bids are completed, and customers are connected with the appropriate Installation Team.
Administer the Calendly scheduling platform, maintaining sufficient availability for customer training sessions while balancing team workload and operational responsibilities.
Oversee the Verdant Plus program by monitoring sales activity, maintaining accurate customer subscription status, and assigning Dedicated Support Representatives as required.
Lead onboarding and training efforts for new Customer Support team members, including creating training plans, conducting sessions, and monitoring progress.
Support cross-functional onboarding initiatives by delivering customer support training and process education to new employees across other departments.
Monitor team performance, provide coaching and feedback, and identify opportunities for continuous improvement in customer service quality and operational efficiency.
Develop and maintain support processes, documentation, and best practices to ensure consistent service delivery and knowledge sharing across the team.
Qualifications & Experience
- High school diploma or equivalent required.
- Minimum of 2 years of experience in a customer support role involving product support and troubleshooting.
- Experience troubleshooting software and/or hardware products and assisting customers with technical issues.
- Strong problem-solving skills and ability to diagnose and resolve customer issues efficiently.
- Excellent verbal and written communication skills.
- Ability to manage multiple customer inquiries while maintaining a high level of customer satisfaction.
- Comfortable working with support ticketing systems, CRM platforms, and other customer service tools.
- Team-oriented with a customer-first mindset.
Preferred (Not Required)
- Previous experience in a customer support management or supervisory role.
- Experience developing support processes, mentoring team members, or managing customer escalations.
Education
- High school diploma or equivalent required.
- Postsecondary education in a technical, business, or related field is considered an asset but is not required.
Customer Service Team Leader in Montréal employer: Copeland
At Copeland, we pride ourselves on being an exceptional employer, offering a dynamic work culture that fosters innovation and sustainability. Our commitment to employee growth is evident through comprehensive training programs and flexible benefits that cater to individual needs, ensuring that every team member can thrive in their career while contributing to a meaningful mission. Join us in a collaborative environment where diverse perspectives are valued, and together, we can make a positive impact on the world.
