Supervisor, Premium Support
Leads a premium customer support team, managing escalations, staffing, performance, coaching, and employee development. Requires 6+ years in customer service or operations, direct people-management experience, and fluency in English and French.
About the job
Responsibilities
- Oversee a strong operational environment and ensure high-quality support from the team.
- Manage complex, sensitive, and urgent issues, including high-level escalations and case consultations.
- Meet regularly with direct reports to review work and provide behavior-based coaching.
- Create performance development strategies and plans for the service.
- Provide best-practice guidelines and ensure processes are documented and followed.
- Ensure appropriate staffing, onboarding, and ongoing training.
- Set clear performance expectations and coach team members to improve their skills.
- Manage ambassador and team performance, including trend identification, corrective actions, feedback, year-end reviews, and improvement plans.
- Collaborate with regional Talent teams on improvement plans and terminations.
- Own the end-to-end people strategy and operations for the team, including hiring, onboarding, talent development, engagement, wellness, and morale.
- Support professional development through goals, feedback, one-on-ones, coaching, and development opportunities.
- Handle time-off approvals, team meetings, one-on-ones, and Talent-related issues.
- Lead on Diversity & Belonging, Allyship, Ethics, Compliance, and service standards.
- Lead execution of company and strategic service changes by communicating updates, cascading requirements, and providing feedback.
- Support performance and operations improvement projects with cross-functional partners.
- Evaluate procedures, gather team feedback, and optimize processes and performance.
Requirements
- 6+ years of progressive experience in customer service or operations, including 3 years directly managing staff and the employee lifecycle.
- Fluency in spoken and written English and French.
- Experience improving team performance as a line manager.
- Experience deploying resources for real-time crisis situations and managing high-severity or sensitive cases.
- Experience with data analysis and reporting to identify performance trends and implement performance-management standards.
- Ability to work weekends, holidays, and on-call shifts.
- Strong leadership, team management, communication, organization, resourcefulness, and conflict-management skills.
- In-depth understanding of customer service operations and processes.
- Cultural competency and commitment to diversity and inclusion.
- Proficiency with data analysis and reporting tools such as Tableau, SQL, Excel, and Google Sheets.
Compensation
- Base pay: CAD 80,000–93,000 annually.
Skills
Customer Service Operations, Team Management, Performance Management, Crisis Management, Data Analysis, Reporting, Tableau, SQL, Excel, Google Sheets, Coaching, Workforce Management
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