Bilingual Customer Experience - Lead
About The Position
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.
Requirements
- 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.
- Operational Integrity — Accurate documentation, tight SLAs, zero shortcuts.
- 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.
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.
Benefits
- Competitive compensation
- Career growth opportunities – we prioritize internal promotions
- Employer funded retirement plan
- Comprehensive health benefits, including medical and dental coverage and Telemedicine
- Employee Assistance Program (EAP) – confidential support for mental health, financial advice, and more
- Paid vacation and statutory holidays
- Tuition assistance program – support for continued education and professional development
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
