In briefWe’re looking for someone who knows how to lead a multidisciplinary support team — not just manage it, but grow it. You will be responsible for the support experience across several of our products, with a transparent mandate: optimize methods, modernize processes, and turn AI into a real performance lever for your team, not just a buzzword.Your missionBe the point of convergence between the field and the evolution of our solutions. Concretely: orchestrate a smooth and consistent support service across multiple products, and grow a team with diverse profiles.Strategic objectives of the roleDeliver a smooth, consistent, and differentiated support experience across all productsEnsure expert, structured, and solutions‑oriented technical supportActively contribute to customer retention and satisfactionDrive continuous improvement of the team's methods, tools, and processesExplore and implement AI solutions and new processes to optimize team performanceKey ResponsibilitiesLead a multidisciplinary teamLead, mobilize, and grow a support team spread across multiple productsManage the human and material resources of your areaOptimize, relentlesslyContinuously simplify the team's working methods and processesClosely track metrics (SLA, NPS, resolution rate) and anticipate pain points before they become problemsBring AI into the team's daily workIdentify and implement new tools — automation, AI — to make the team more effectiveBring the team along in the change rather than imposing itDeliver a Customer Experience That Stands OutMake NPS and customer satisfaction a concrete priorityPersonally take charge of complex cases, with rigorous follow‑upCollaborate beyond your teamWork with R&D, Sales,



and Professional Services, and relay field insights to leadershipCandidate profileProven experience managing multidisciplinary operational teams, ideally in a multi‑product technical support environmentExcellent verbal and written communication skillsExcellent command of French and English, spoken and writtenStrong planning, prioritization, and urgent‑issue management skillsMobilizing leadership and a strong sense of customer serviceAbility to innovate, structure change, and guide teams through transformationResilience and effectiveness in fast‑paced, high‑volume, deadline‑driven environmentsNice‑to‑havesExperience with generative AI or automation tools applied to technical support (AI agents, chatbots, ticket analysis or prioritization tools, etc.)Experience in change management or continuous process improvementFamiliarity with a B2B SaaS environmentOnly selected candidates will be contacted.Harris s'engage en faveur d'un programme d'égalité des chances en matière d'emploi, et les candidatures des membres de groupes ciblés, y compris les femmes, les personnes handicapées, les peuples autochtones et les minorités visibles, sont encouragées. Si vous êtes une personne en situation de handicap, vous pouvez recevoir de l'aide pour le processus de sélection et de sélection sur demande.Harris is committed to an equal opportunity employment program, and applications from members of targeted groups, including women, persons with disabilities, Indigenous peoples, and visible minorities, are encouraged. If you are a person with a disability, assistance with the selection and recruitment process is available upon request.#J-18808-Ljbffr

📌 Responsable Succès Clients (Quebec City)
🏢 Harris Computer
📍 Quebec City