indeed
Customer Success Supervisor (Bilingual)
net2phone Canada
Ottawa, CAN
Full Time
Manager
Hybrid
2 weeks ago
Customer Success ManagementCoachingSalesforceVoIPFrenchEnglish
Free
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Customer Success ManagementCoachingSalesforce
About the Role
net2phone Canada is seeking a bilingual Customer Success Supervisor to lead and coach a team of Customer Success Associates and Managers. You will oversee case assignments, drive product adoption, and ensure exceptional client experiences in a VoIP telecommunications environment.
Key Skills for This Role
Customer Success ManagementCoachingSalesforceVoIPFrenchEnglish
Responsibilities
- Act as a leader within the Client Services Team, leading structured 1 on 1 meetings with CSAs and CSMs to provide coaching and support professional development.
- Oversee a fair case assignment system based on capacity, expertise, and SLA deadlines; audit team cases and upsell/renewal opportunities to provide real time coaching.
- Own the end to end process for handling port out requests, ensuring accurate documentation and seamless communication with internal teams.
- Maintain and expand deep product knowledge across net2phone Canada lines; maintain a basic understanding of VoIP networking.
- Facilitate internal training sessions and team meetings; contribute to internal/external knowledge bases; lead live public facing product webinars every 3 4 months.
Requirements
- 2 3 years of supervisory experience in a Retail, Sales, or SaaS environment
- Outstanding organizational skills with strong attention to detail
- French English Bilingualism preferred
- Never ending curiosity
Full Job Posting
What we do
- We are a VoIP telecommunications provider for businesses in Canada, supplying a communications solution available through browser, mobile device, and desk phone.
Who we are
- Net2phone Canada is a Customer Success focused organization, providing tailored VoIP platform and communication services with speed, knowledge, precision and friendliness.
- We maintain a 1% customer churn rate in an industry where over 20% is the norm.
About the team
- Customer Success Managers strive to provide an exceptional client experience with every interaction.
- As a Customer Success Supervisor you will lead by example and work closely with the client services team to incorporate customer feedback into business, product, and development decisions.
Core responsibilities
- Act as a leader within the Client Services Team; lead structured 1 on 1 meetings with CSAs and CSMs to provide coaching and support professional development.
- Oversee a fair case assignment system based on capacity, expertise, and SLA deadlines; audit team cases and upsell/renewal opportunities to provide real time coaching.
- Own the end to end process for handling port out requests, ensuring accurate documentation and seamless communication with internal teams.
- Maintain and expand deep product knowledge across net2phone Canada lines; maintain a basic understanding of VoIP networking and know how to leverage internal technical specialists.
- Facilitate internal training sessions and team meetings; contribute to internal/external knowledge bases; lead live public facing product webinars every 3 4 months.
What you'll do
- Assist in training and coaching members of the Customer Success team to ensure individual success and career growth.
- Assist in audits and reviews of renewals, upsell opportunities and other processes; provide timely feedback to each CSM.
- Assist in monitoring incoming case and task queues in Salesforce and assigning appropriate workload.
- Continuously monitor the Customer Success industry for best practices and identify areas for improvement.
- Drive product adoption and knowledge amongst team members.
- Field questions from the Customer Success team and direct them to appropriate resources.
- Assist in recruiting for Customer Success team members and performance management when required.
- Assist with updating process documentation and resources.
What you need
- 2 3 years of supervisory experience in a Retail, Sales, or SaaS environment
- Outstanding organizational skills with a strong attention to detail
- French English Bilingualism preferred
- Never ending curiosity
What we offer
- Join an amazing team culture who values work life balance.
- Accessible team socials (virtual and in person).
- Learning opportunities and growth.
- Paid time off, sick & family days as well as paid volunteer days.
- Ability to work remotely.
- CAD 2,000 in health & wellness benefits
Compensation
- Salary of CAD 55,000 57,000 CAD
Schedule
- Monday to Friday 9am 5pm EST
Workplace
- This is an in office hybrid position – with the potential to work remotely 2 3 days a week.
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