Customer service Team Lead

We care. A lot. About the quality of our work, about our customers, and about each other.

At Carebook we're on a mission to create a connected world of health that empowers individuals and engages organizations in a proactive, lifelong commitment to wellness. Headquartered in Montreal, we're looking for new champions to join our growing team. We work hard, move quickly, and often wear multiple hats. Our environment inspires new ideas, facilitates personal growth, and fosters collaboration. Sound like fun? It is! Let's talk!

YOUR CHALLENGE

The Helpdesk Team Lead oversees and leads the direction and day-to day operations of the Helpdesk, providing timely and quality technical & application support to the individual clients and organizations. He/she will be monitoring KPIs, escalations and ticket handling performance, managing relationship with Service Desk vendor(s), SLAs, and focusing on delivering ongoing improvements in Service Desk performance. We are looking for a versatile individual with hands on experience in handling a wide range of client issues from connectivity to application support. You will participate in the development of this team and for few months, you will have to answer calls and be able to evolve in this position as the team grows. You must be a self-starter with great organizational and leadership abilities and be able to handle the issues individually, as well as grow the team of agents as the company scales up. As the team grows, the HD Team Lead will supervise, mentor, and motivate support staff to maintain the level of exceptional client experience that Carebook believes in. In this role, you will:

• Manage day-to-day operations of the Helpdesk including issue tracking and resolution within relevant SLA timeframes
• Define the service level, objectives, metrics, and remediation processes, including performance, availability, and technical support for online services
• Build and manage the team and develop and implement a strategic plan for the operations
• Plan and implement processes that will lead to excellence in the customer service delivery including incident tracking, change management, service monitoring, escalation, etc.
• As we scale up, address department staffing needs by hiring helpdesk agents, overseeing their training and ongoing development
• Monitor incident trends and anticipate potential problems for proactive resolution
• Provide day to day leadership of the Service Desk team, provide guidance, mentoring and performance feedback on a regular basis

YOU HAVE

• DEC or bachelor’s degree
• 5 years’ experience in customer support services
• 2 years in a Service Desk team lead responsibility
• Good Knowledge of Ticketing services, such as Zendesk or FreshDesk, an asset
• Must have first-hand experience with multi-channel support and working within rapidly growing environment
• Experience leading/supervising a team; providing day to day supervision, performance feedback and mentoring
• Ability to effectively communicate cross-functionally with all levels of management
• Strong customer services skills, with the ability to present/explain information effectively for non-technical individuals
• Exceptional listening skills and the ability to interpret/understand what someone needs
• Troubleshooting experience, problem-solving skills, and the ability to handle multiple projects simultaneously
• Skilled in working within a collaborative environment; open and responsive to change
• Self-starter and team player who works effectively with a minimal of supervision
• The ability to work in a fast-paced and start up environment
• Excellent written, verbal, and interpersonal communication skills in both English and French