Endy is looking for a responsible and self-motivated Bilingual Team Lead, Customer Experience to join the Endy team. Reporting to the SVP, Customer Experience, this role will join the department’s leadership in supervising the day/weekend Customer Experience team and will manage 6-10 direct reports. As the Bilingual Team Lead, Customer Experience, you will ensure the highest level of customer satisfaction is maintained across all channels of communication, and will be the main point of contact from 9am-5pm, Sunday to Thursday. Responsibilities will include handling escalations, ensuring proper scheduling for channel coverage, providing coaching and mentorship to Customer Experience agents, and ensuring a high level of customer service standards are being met at all times.

Our ideal candidate is a self-starter, effective collaborator, and highly knowledgeable about all things Customer Experience related. You are a natural born leader with exceptional interpersonal skills, and have a passion for coaching and supporting others. As the Team Lead, Customer Experience, you will play a crucial role in driving the team’s success.

• Be the one of the points of contact for the team during shifts
• Handle all incoming escalations and provide support to team members as needed
• Keep up to date on all things Customer Experience and stay up to date on any changes/announcements that may affect the team
• Monitor customer care interactions through all channels (email, chat, phone, and other avenues as they are added) for direct reports
• Conduct weekly 1:1s with direct reports, provide regular feedback, and coach them on improving and maintaining their metrics and quality score
• Schedule and lead calibration sessions with leader and direct reports to ensure team performance is meeting the Endy standards.
• Work with the team to identify trends in Customer interactions (defect increases, abnormal shipping issues, etc.) and report them to the appropriate departments
• Works in conjunction with the CX Leadership team to develop efficiencies on the team by identifying gaps in the process that can be fixed to improve performance
• Other duties as assigned

• 2-3 years of experience in a Customer Service role
• Fluently bi-lingual (spoken and written) in French and English
• Must be able to commit to a permanent weekend/day leadership position
• An effective collaborator who is able to communicate effectively at all levels within the organization
• Outstanding customer service skills and dedication to providing exceptional customer care
• Self-starter with an entrepreneurial mindset
• Impeccable listener with excellent verbal, written, and interpersonal communication skills
• Skilled at looking at the bigger picture when generating ideas and solutions
• Able to identify trends/patterns easily with an analytical mindset
• Driven with a strong quality and customer service mindset
• Highly adaptable to different personalities and learning styles
• Solid time management and prioritization skills, with the flexibility to adapt and adjust priorities based on changes
• Ability to multitask and successfully operate in a fast-paced, team environment
• Passionate about leading by example and putting the team’s success first
• A continuous learner that is constantly looking for ways to grow and improve
• Familiarity with systems such as Shopify and Zendesk considered an asset

• Flexible vacation policy
• Annual wellness days
• Health & lifestyle benefits
• Endy products & discounts
• Mental health support program
• Parental leave program
• Virtual team events