Project Support Lead
ABOUT THE ROLE:
We are looking for a French-speaking Customer Support Lead to lead a multicultural team of Customer Support Agents, ensuring the delivery of high-quality technical support to our clients' end users. In this role, you will oversee daily support operations, coach and develop team members, manage escalations, and drive continuous improvements to maintain excellent service quality and customer satisfaction
RESPONSIBILITIES
- Lead and support a team of Customer Support Agents to deliver high-quality technical support to French-speaking end users.
- Monitor daily support operations, ensuring timely ticket handling and SLA compliance.
- Act as the escalation point for complex technical or customer issues.
- Coach, train, and provide regular feedback to team members to improve performance.
- Monitor team performance and maintain high service quality and customer satisfaction.
- Coordinate with internal technical teams to resolve issues and improve service delivery.
- Contribute to improving support processes, documentation, and knowledge base.
- Prepare regular team performance reports and support daily operational planning.
REQUIREMENTS
- Professional proficiency in French and the ability to communicate effectively in English.
- 3+ years of experience in IT Customer Support, Service Desk, or Help Desk.
- Experience managing a multicultural team.
- Experience working with ticketing systems in an SLA-driven environment.
- Strong communication, leadership, and problem-solving skills with a customer-oriented mindset.
- Familiarity with IT support concepts and common end-user technologies is preferred
BENEFITS
- Sponsor and support for WP and TRC
- Sponsorship for relevant technical certifications.
- Great chance to develop your skills and competencies with inner training and new technology approach
- Free parking, drinks, and snacks to keep you energized
