Client Solutions Specialist (CSS) Team Lead Reports to: Head of Product & Operations Work

Location:
Remote (Ontario/Atlantic Canada preferred) Pay: Base salary plus Shared Success Bonus

Job description
We’re seeking an experienced and detail-oriented Client Solutions Specialist (CSS) Team Lead to guide and manage our Client Solutions team, reporting to the Head of Product & Operations. In this dynamic role, you’ll provide exceptional support to Northern Business Intelligence customers, troubleshoot technical issues, and ensure operational excellence. You’ll also play a pivotal role in shaping team processes, managing escalations, and fostering a culture of continuous improvement.

Key Responsibilities
Team Leadership
• Supervise daily operations of the Client Solutions Specialists, including scheduling, support with annual performance reviews, and team development.
• Design, update, and enhance support procedures and processes.
• Conduct Quality Assurance (QA) reviews on support cases to maintain high standards.
• Manage and maintain a comprehensive Knowledge Base.
• Oversee case management in Salesforce, ensuring adherence to service level agreements (SLAs).
• Monitor support cases against the service level matrix, and report on Salesforce case statistics and any trends of concern.
• Receive escalations from the CSS team and triage them to Customer Success Managers (CSMs) as needed.
• Handle escalated cases and provide mentorship to the CSS team.
• Participate in the weekly Geotab support call with the Geotab Helpdesk manager and CSM.
• Follow up with the CSS team on deliverables such as manuals, guides, training material, and process improvement initiatives.
• Stay informed about product updates, including software and hardware enhancements.
• Lead recruitment, onboarding,



and training for new team members. Technical Support
• Software: Develop expertise in Northern BI-supported software to troubleshoot interface issues and escalate complex cases to Geotab and other solution partners when necessary.
• Identify software bugs and report them to Geotab and other solution partners.
• Configure custom client set-ups, including report templates, user accounts, rules, zones, dashboards, and email report distribution.
• Hardware: Build in-depth knowledge of supported hardware (including sensors and camera solutions) to diagnose and resolve client issues effectively.
• Remotely verify installations completed by cross-trained technicians and assist with field service work.
• Troubleshoot offline devices, GPS and driver ID issues, auxiliaries not reporting, and video disruptions. Training and Development
• Conduct client training sessions on software (via webinars) and administrative tasks.
• Deliver software training for new users of existing clients, plus refresher and impromptu “how-to” sessions on request.
• Inform installer partners and customer mechanics on hardware use and best practices.
• Deliver internal training sessions to upskill team members. Documentation and Research
• Work with Geotab and other partners to understand new features and document how they work internally.
• Document how existing features work, including parameters and firmware logic.




• Create and update internal procedures and customer-facing documentation. What We’re Looking For Education & Experience
• Degree or diploma in a technical field (preferred).
• 5+ years of experience in technical support, including helpdesk roles.
• Proven leadership or supervisory experience.
• Background in mentorship, training, or QA is a strong asset. Skills & Competencies
• Proficiency in Microsoft Office Suite, especially Excel.
• Exceptional customer service skills with a focus on problem-solving.
• Strong time management, organizational, and multitasking abilities.
• Excellent verbal and written communication skills. Bilingualism English/French considered an asset.
• High attention to detail with a proactive and cooperative mindset. What do

we offer
?
• Competitive compensation package base salary plus SS Bonus
• 3 weeks paid vacation to start
• Paid personal days
• Above industry standard paid holidays
• Employee Assistance Program
• Group RRSP matching
• Company provided technology (laptop, cell phone, etc.)
• Group Health, Dental, Vision and Online Doctors benefits
• Company events
• A cohesive and supportive team environment
• A company that invests in culture, team member needs and resources Why Join Us? At Northern BI, we value leaders who inspire their teams, embrace innovation, and are passionate about delivering exceptional customer experiences. If you’re a tech-savvy problem solver with a knack for leadership, we’d love to hear from you. Thank you to everyone who has expressed interest in this opportunity. We appreciate your time and interest in growing your career with Northern BI. Please note that only candidates selected for the next stage of the recruitment process will be contacted

📌 Team Lead (Canada)
🏢 Northern Business Intelligence
📍 Canada