Chef d’équipe – Soutien à la clientèle

Job not on LinkedIn

🔥 7 minutes ago

🇨🇦 Canada – Remote

⏰ Full Time

🟠 Senior

👻 Ghost score 25%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Aspire Software

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

🏨 Hospitality

📦 Logistics

🏗️ Construction

Hospitality • Logistics • Construction

Aspire Software is a company that focuses on acquiring and nurturing businesses with a strong foundation in outstanding products and passionate teams. As part of the Valsef Group, Aspire Software offers resources, knowledge, and a suite of best practices to enhance and expand operations for continuous improvement and sustainable growth. The company emphasizes decentralization to unlock innovation and adaptability within its acquired entities. Aspire Software is dedicated to serving its customers through long-term technology partnerships, leveraging capital and expertise in various verticals to grow both the businesses and individuals involved.

📋 Description

• Develop and continuously improve support-ticket processes and workflows, including KPI data collection and automation playbooks • Coach and mentor support agents to improve ticket resolution rates and customer satisfaction • Lead daily team operations, including business-hours coverage, daily huddles, one-on-ones, and resolution standards • Handle high-priority tickets and inbound calls and requests in French and English • Triage and prioritize queues, maintaining backlog and response times within agreed targets • Escalate bugs to Product and Development with clear, reproducible details and follow them through resolution • Lead customer communications during outages, problematic releases, and escalations • Co-develop the knowledge base and maintain internal runbooks and response templates • Configure and manage Jira Service Management categories, workflows, and SLAs • Partner with Onboarding on customer handoffs to support • Track and report team performance and ticket-volume drivers to the General Manager • Handle support issues involving customers through IT partners and technology vendors

🎯 Requirements

• 3+ years in B2B software support, including at least 2 years formally leading or supervising a support team • Track record of measurable improvement, such as reducing backlog, raising CSAT, or cutting repeat tickets • Fluent in French and English, written and spoken • Experience in a phone-based or call-centre support environment supporting business-critical software such as ERP, POS, inventory, or dealer/shop management systems • Strong hands-on troubleshooting across installs, hosted environments, user permissions, POS hardware and printers, and basic networking • Experience configuring and running a ticketing platform such as Jira Service Management, Zendesk, or Freshdesk • Calm, clear communication with frustrated counter staff and business owners • Self-motivated and able to lead a team effectively in a remote environment