Customer Service Manager

We are seeking a Bilingual (FR/EN) Customer Service Manager who will play a key role in supervising and developing a dynamic team. This position combines management, coaching, and strategic vision to ensure an outstanding customer experience and the smooth running of daily operations.

The successful candidate will be the main point of contact for the West Montreal branch and will work closely with various departments (sales, marketing, production, supply chain) to align business strategies and strengthen customer satisfaction.

Key Responsibilities

• Lead, coach, and support customer service representatives to ensure optimal performance and an outstanding client experience.
• Plan and balance team workloads to meet objectives (KPIs).
• Develop team members’ skills and career paths through feedback, online, and in-person training.
• Produce and analyze weekly, monthly, and quarterly service performance reports.
• Collaborate with other departments to ensure consistency and efficiency across internal processes.
• Propose and implement customer retention and experience improvement strategies.
• Maintain and continuously improve Standard Operating Procedures (SOPs).
• Oversee branch operations in West Montreal and, occasionally, support U.S. branch operations.

Why Join the team?

• The opportunity to lead a committed team and directly contribute to customer strategy.
• A key role in the growth and continuous improvement of an international organization.
• A collaborative environment where your ideas and leadership will be valued.

Benefits

• Competitive salary based on experience.
• 3 weeks of vacation.
• 5 personal days.
• Insurance plan.

• Bachelor’s degree in business or related field (asset).
• Fluency in French and English  (Written and Spoken).
• Minimum of  8 years of experience   in customer service management and team supervision.
• Excellent communication, organizational, and conflict-resolution skills.
• Proven ability to perform under pressure and manage multiple projects simultaneously.
• Proficiency with management software (CRM, ERP, Microsoft Office Suite).
• Interest or experience with emerging technologies (AI, digital strategies).
• Flexibility to travel occasionally to the United States.