Supervisor, Premium Support (French/English)

📋 Description

• Oversee ops and ensure high-quality support for the community.
• Manage complex, sensitive issues and act as escalation point.
• Coach direct reports and develop performance plans.
• Set and document best practices for handling cases.
• Ensure staffing, onboarding, and ongoing training.
• Drive performance at ambassador, team, and service levels.

🎯 Requirements

• 6+ years in customer service or operations, with 3+ years managing staff.
• Fluency in English and French (spoken and written).
• Proven ability to improve team performance as a manager.
• Experience handling real-time crises and high-severity cases.
• Data analysis and reporting skills with Tableau, SQL, Excel, Google Sheets.
• Ability to work weekends, holidays, and on-call.

🎁 Benefits

• Commitment to inclusion and belonging in the workplace.
• Disability accommodations available for applicants and interviews.
• This is a newly created role with opportunities to shape the function.
• Potential for bonus, equity, and benefits.