Client Solutions Specialist (CSS) Team Lead

Reports to: Head of Product & Operations

Pay: Base salary plus Shared Success Bonus

Key Responsibilities

- 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 expand support to customers, troubleshoot complex cases, and build in-depth knowledge of software bugs and reporting them to Geotab and other solution partners.
- 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
- 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 robust asset.
- 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 collaborative mindset.

What do we offer?

- Competitive compensation package base salary plus SS Bonus
- 3 weeks paid vacation to start
- Above industry standard paid holidays
- Company provided technology (laptop, cell phone, etc.)
- Group Health, Dental, Vision and Online Doctors benefits
- 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 (Nova Scotia)
🏢 Northern Business Intelligence
📍 Nova Scotia