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    Bilingual Team Lead, Customer Experience

    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.

    What you'll do

    • 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

    Who you are

    • 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

    What we offer

    • Flexible vacation policy
    • Annual wellness days
    • Health & lifestyle benefits
    • Endy products & discounts
    • Mental health support program
    • Parental leave program
    • Virtual team events
    If your experience looks a little different from what we’ve identified and you think you can rock the role, we’d love to learn more about you.
     
    We thank all applicants for their interest in Endy; however only those selected for an interview will be contacted.
     
    Endy is proud to be an equal opportunity employer. We are committed to ensuring a fair and equitable recruitment and selection process, and cultivating a diverse and inclusive workplace for all employees. Accommodations in accordance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act are available upon request at all stages of the employment process.
     
    Follow us on Instagram @LifeAtEndy to stay up to date on Endy career opportunities!

    Helpful Hints

    Joining the Team: Customer Experience

    Customer Experience

    Our Customer Experience team is the driving force that makes Endy a customer-centric company. Our CS specialists help Endy shine by providing best-in-class customer experience and managing customer relationships with uncompromising expertise, knowledge, and warmth.

    Join our team if you are:

    A Strong Communicator

    Communication is one of your strong-points across all different types of channels.

     

    A Problem-Solver

    You like to think outside of the box to come up with creative solutions to problems.

     

    Supportive

    You naturally give help and assistance to others freely.

     

    Empathetic

    You have the ability to experience and understand the thoughts and feelings of others.

     

    Positive

    You are genuinely supportive and always look on the bright side of things.

     

    Success-Driven

    You are extremely focused on the end goals and are willing to put in extra effort to deliver.

     

    Hiring Timeline

    • Discover 01
      Chat with our People & Culture team about current opportunities at Endy and apply through our Careers website.
    • Talk 02
      Take part in a Phone or Zoom screening with the Talent Sourcing Specialist and Hiring Manager
    • Showcase 03
      Complete a short assignment to showcase your skills (if applicable).
    • Meet 04
      Have a Zoom interview with the Manager, People & Culture and Hiring Manager, along with a few more members of our team.
    • Offer 05
      Receive a job offer to join the Endy Dream Team!