Global Team Leader, Customer Care & Operations

BRP • Sherbrooke, QC

3d • Hybrid

About The Position

We are looking for a Global Team Leader, Customer Care & Operations, who will report to the global dealer services and customer care manager and be tasked with successfully and effectively managing the performance of our global customer care & operations team. You will be responsible for guiding a team of customer service specialists to resolve issues, win back and retain our most valued customers.

Requirements

• Team player, nurturer and focused on team development.
• Proven experience in customer service leadership.
• Exceptional communication and negotiation skills.
• A strong analytical mindset to identify trends and areas for improvement.
• Passionate about delivering an outstanding customer experience.

Responsibilities

• Lead, coach, and support a team to develop innovative solutions for complex customer issues through discussions and written communications.
• Identify and escalate customer dissatisfaction to higher management to enhance operational processes.
• Strike a balance between business needs and customer satisfaction by implementing best practices in customer experience.
• Foster relationships with other functions and departments within the company to mobilize the right resources at the right time to optimize problem resolution.
• Cultivate a vibrant work environment for employees, prioritizing well-being through active development plans, engagement initiatives, and by celebrating achievements.

Benefits

• Annual bonus based on the company’s financial results
• Generous paid time away
• Pension plan
• Collective saving opportunities
• Industry leading healthcare fully paid by BRP
• Flexible work schedule
• A summer schedule that varies by department and location
• Holiday season shutdown
• Educational resources
• Discount on BRP products

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed