Description

Bilingual Customer Service Supervisor (French/English)

Location: Remote – Candidates may be located anywhere in Canada
Hours: 8:00 am to 4:00 pm OR 9:00 am to 5:00 pm
Salary: $65K Base Salary
Monthly Performance Bonus: Approximately $200–$700/month

Permanent, Full-Time | Leadership Opportunity | Fully Remote

Our client is a fast-growing and people-focused organization known for delivering exceptional customer experiences through innovation, collaboration, and operational excellence. They are passionate about building an inclusive workplace where employees feel empowered, supported, and valued.

This is an exciting opportunity for an experienced customer service leader to join a dynamic organization that promotes growth, teamwork, accountability, and continuous improvement.

Why Join This Organization?

- Fully remote position with the flexibility to work from home
• Monthly performance-based bonus program
• Strong opportunity for career growth into a management position
• Opportunity to lead and develop Customer Service Representatives and Team Leads
• Collaborative and supportive leadership environment
• Fast-paced and engaging contact centre operation
• Inclusive workplace culture focused on employee development
• Exposure to a variety of customer service, operational, and leadership initiatives

The company's culture is centered around:

- Collaboration and teamwork
• Integrity and transparency
• Leadership and accountability
• Innovation and creativity
• Employee engagement and development
• Diversity, inclusion, and community impact
• Creating a positive and enjoyable workplace

Position Overview

Our client is seeking a motivated and experienced Bilingual Customer Service Supervisor to oversee a team within a multi-channel Contact Centre environment.

Reporting to the Customer Service Manager, the successful candidate will lead a team of Customer Service Representatives and Team Leads while ensuring service excellence, employee engagement, operational efficiency, and customer satisfaction.





This position is ideal for someone currently working as a Customer Service Supervisor, Team Lead, or Senior Customer Service Representative who is looking to further develop their leadership career within a growing organization.

The successful candidate will have two Team Leaders reporting directly to them and will play a key role in coaching, mentoring, and developing a high-performing customer service team.

Responsibilities

Key Responsibilities

- Lead, coach, mentor, and develop Customer Service Representatives and Team Leads
- Foster a positive and engaging team environment focused on service excellence
- Manage customer escalations and support issue resolution
- Monitor team performance, including KPIs, QA scores, schedule adherence, and productivity metrics
- Conduct coaching sessions, training, performance reviews, and ongoing development initiatives
- Collaborate with Quality Assurance, Workforce Planning, and Management teams to improve service delivery
- Identify opportunities for process improvements and operational efficiencies
- Communicate program, policy, and procedural updates to team members
- Support workforce scheduling, coverage planning, and payroll tracking activities
- Assist with back-office operations, ticket management, and special projects as required
- Participate in on-call responsibilities as assigned

Skills Required

- Team leadership and people management
- Employee coaching, mentoring, and development
- Customer service excellence
- Conflict resolution and customer escalation management
- Performance management and KPI monitoring
- Quality assurance and productivity monitoring
- Robust verbal and written communication




- Organizational and time management skills
- Analytical thinking and problem-solving
- Workforce scheduling and coverage planning
- Process improvement and operational efficiency
- Ability to multitask and manage competing priorities
- Advanced Microsoft Office Suite proficiency
- Bilingual communication in English and French
- Ability to motivate, influence, and engage employees

Qualifications

- Fully bilingual in English and French (spoken and written)
- Proven leadership, coaching, and employee development abilities
- Strong conflict-resolution and interpersonal skills
- Excellent organizational, analytical, and problem-solving abilities
- Advanced proficiency with Microsoft Office Suite
- Ability to work a flexible full time schedule, including evenings, weekends, and holidays as required
- Comfortable working remotely in a high-volume contact centre environment
- Ability to adapt to changing business needs
- Customer-focused with a commitment to service excellence
- Detail-oriented, organized, and proactive

Experience Requirements

- Minimum 1 year of experience in a Customer Service Supervisor, Team Lead, or similar leadership role
- Minimum 2 years of customer service experience in a fast-paced environment
- Experience leading, coaching, and developing Customer Service Representatives and Team Leads
- Experience managing customer escalations and resolving service issues
- Experience monitoring KPIs, QA scores, schedule adherence, and productivity metrics
- Experience conducting employee coaching sessions, training, and performance reviews
- Experience collaborating with Quality Assurance, Workforce Planning, and Management teams
- Experience supporting workforce scheduling, coverage planning, and payroll tracking
- Experience identifying process improvements and operational efficiencies
- Experience with Five9, Verint, and/or Salesforce (Asset)
- Experience with back-office operations and ticket management

Education Requirements

No specific education requirements.

📌 Bilingual Customer Service Supervisor (French/English) (Canada)
🏢 Beyond Bilingual
📍 Canada