Job Summary

The Bilingual Customer Care Supervisor is responsible for overseeing and optimizing processes that contribute to an exceptional customer experience. This involves leading, coaching, and empowering the Customer Care Team, as well as ensuring orders are processed efficiently and inquiries are resolved promptly. The position requires strong communication skills in English and French.

Team Leadership & Development

• Provide recognition, support, and coaching to team members, enhancing strengths and improving performance through regular connects and monthly one‑on‑ones.
• Conduct onboarding for new hires and ongoing training for existing staff to improve product knowledge, customer service skills, and problem‑solving abilities.
• Manage and create team schedules, delegate tasks effectively, and handle performance issues promptly.

Customer Care Operations

• Supervise the daily operations of the Cu...