French-Speaking Customer Experience Lead - Remote

Overview

BRM Agency is seeking an experienced Customer Support Lead to enhance customer experience initiatives while optimizing operations for efficiency.

In Short

• Lead customer experience initiatives for a DTC brand.
• Full-time remote position.
• Excellent communication skills in English and French required.
• 3+ years in senior customer service roles.
• Experience in team leadership and KPI management.
• Proficiency with customer service tools like Zendesk.
• Familiarity with e-commerce platforms like Shopify.
• Handle escalations and manage crises effectively.
• Optimize workflows and manage customer service teams.
• Quarterly performance bonuses and flexible schedule offered.

Requirements

• Excellent written and verbal communication skills in English and French.
• 3+ years in a senior customer service role, including 2+ years in team leadership.
• Proven ability to design, implement, and refine workflows.
• Experience in coaching teams, setting and monitoring KPIs.
• Proficiency with tools like Excel, Google Sheets, and customer service platforms.
• Familiarity with platforms like Shopify and WooCommerce.
• Experience in scaling customer service teams for high-growth companies.
• Skilled in handling escalations and managing crises effectively.
• A passion for fostering loyalty and delivering exceptional experiences.

Benefits

• Quarterly performance bonuses for top employees.
• Flexible schedule with up to 21 days off annually.
• Opportunities for salary growth based on performance.