Customer and Client Support Lead - Canada - Remote

Overview

InDebted is seeking a Generalist Customer and Client Support Lead to manage customer teams and drive performance in the Canadian market, ensuring optimal operations and client satisfaction.

In Short

• Oversee day-to-day operations of digital and voice customer teams in Canada.
• Manage inbound and outbound communications across multiple channels.
• Ensure SLAs and performance expectations are met.
• Design and implement outbound voice campaigns to improve liquidation rates.
• Hire and scale a team of voice collections agents.
• Provide coaching and support to enhance agent performance.
• Monitor team performance and identify training opportunities.
• Manage licensing requirements and regulations in Canada.
• Collaborate with leadership on client issues and strategy development.
• Translate client strategies into actionable plans.

Requirements

• Proven experience managing customer support or collections teams.
• Strong operational management skills.
• Knowledge of compliance and licensing in the Canadian debt collection industry.
• Exceptional interpersonal and coaching skills.
• Data-driven mindset with performance analysis skills.
• Strong collaboration skills with leadership.

Benefits

• Opportunity to work in a rapidly expanding organization.
• Be part of a team that is changing the world of consumer debt.
• Engage in a supportive and dynamic work environment.