The Customer Experience Lead- Bilingualis a hands‑on CX leader who thrives in complexity, sees friction as opportunity, and uses AI as a force multiplier to elevate every customer interaction. This role blends operational ownership with people leadership: you will guide a high-performing team, manage service metrics end-to-end, and shape how technology transforms the customer journey. With a strong command of CRM platforms, a data-driven mindset, and a commitment to high-integrity operations, you will ensure customers receive fast, accurate, and consistently excellent support while driving continuous improvement across the organization.Key ResponsibilitiesEnd-to-end CX Operations — Oversee customer interactions from first contact to resolution across phone, email, chat, and portal.Team Leadership — Manage KPIs, quality reviews, coaching, scheduling, and escalations.CRM Ownership — Maintain accuracy of cases, queues, workflows, and documentation in D365 or Salesforce.AI-Enabled Support — Leverage AI tools for triage, drafting, summarization, and knowledge retrieval.Cross-Functional Collaboration — Partner with Sales, Ops, Finance, and Legal to drive quick, clean resolutions.Data & Insights — Conduct contact driver analysis, identify trends,



and present actionable recommendations.Continuous Improvement — Identify automation opportunities, expand self-service, and enforce SOP discipline.Required Skills & Experience5+ Years in Customer Service — Preferably in a complex B2B environment.CRM Expertise — Hands-on experience with D365 and Salesforce.AI Fluency — Comfortable using AI tools with guardrails.Analytical Strength — Ability to move from data → diagnosis → action.Communication Excellence — Clear, confident written and verbal communication.Leadership Capability — Coaches up, not just manages down.Advanced CRM Knowledge — Routing, macros, SLA configuration, knowledge articles.Power BI or Dashboarding — Ability to present insights, not just data.QA Framework Experience — Familiarity with calibration processes.AI Support Implementation — Experience launching or scaling AI-enabled support capabilities.Fully bilingual in French and English, with excellent verbal and written communication skills in both languages.EducationBachelor’s degree in business, Communications, Operations, or a related field (or equivalent experience).Hybrid Position: 3 days a week in officeTaux minimal à l’embauche 57120 CADTaux maximal à l’embauche 85600 CAD#J-18808-Ljbffr

📌 Bilingual Customer Experience - Lead - C$57,120 - C$85,600 A Year (Winnipeg)
🏢 Performance Fluid Experts Group
📍 Winnipeg