Bilingual Customer Experience - Lead, Milton

The Customer Experience Lead

- Bilingual

is 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 Responsibilities

End-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 fast, 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&Experience

5+ 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.

Education

Bachelor’s degree in business, Communications, Operations, or a related field (or equivalent experience).

Hybrid Position: 3 days a week in office

Taux minimalà l’embauche 57120 CAD

Taux maximalà l’embauche 85600 CAD

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