Team Lead - Client Solutions Specilaist

Client Solutions Specialist (CSS) Team Lead

Reports to:

Head of Product & Operations

Work Location:

Remote (Ontario/Atlantic Canada preferred)

Pay:
Base salary plus Shared Success Bonus

Job description:

We’re seeking an experienced and detail-oriented Client Solutions Specialist (CSS) Team Lead to

guide and manage our Client Solutions team, reporting to the Head of Product & Operations. In this

dynamic role, you’ll provide exceptional support to Northern Business Intelligence customers,

troubleshoot technical issues, and ensure operational excellence. You’ll also play a pivotal role in

shaping team processes, managing escalations, and fostering a culture of continuous

improvement.

• Supervise daily operations of the Client Solutions Specialists, including scheduling, support with annual performance reviews, and team development.
• Design, update, and enhance support procedures and processes.
• Conduct Quality Assurance (QA) reviews on support cases to maintain high standards.
• Manage and maintain a comprehensive Knowledge Base.
• Oversee case management in Salesforce, ensuring adherence to service level agreements (SLAs).
• Monitor support cases against the service level matrix, and report on Salesforce case statistics and any trends of concern.
• Receive escalations from the CSS team and triage them to Customer Success Managers (CSMs) as needed.
• Handle escalated cases and provide mentorship to the CSS team.
• Participate in the weekly Geotab support call with the Geotab Helpdesk manager and CSM.
• Follow up with the CSS team on deliverables such as manuals, guides, training material, and process improvement initiatives.
• Stay informed about product updates, including software and hardware enhancements.
• Lead recruitment, onboarding, and training for new team members.

• Software:
  Develop expertise in Northern BI-supported software to troubleshoot interface issues and elevate complex cases to Geotab and other solution partners when necessary.
• Identify software bugs and report them to Geotab and other solution partners.
• Configure custom client set-ups, including report templates, user accounts, rules, zones, dashboards, and email report distribution.
• Hardware:
  Build in-depth knowledge of supported hardware (including sensors and camera solutions) to diagnose and resolve client issues effectively.
• Remotely verify installations completed by cross-trained technicians and assist with field service work.
• Troubleshoot offline devices, GPS and driver s, auxiliaries not reporting, and video disruptions.

• Conduct client training sessions on software (via webinars) and administrative tasks.
• Deliver software training for new users of existing clients, plus refresher and impromptu “how-to” sessions on request.
• Inform installer partners and customer mechanics on hardware use and best practices.
• Deliver internal training sessions to upskill team members.

• Work with Geotab and other partners to understand new features and document how they work internally.
• Document how existing features work, including parameters and firmware logic.
• Create and update internal procedures and customer-facing documentation.

• Degree or diploma in a technical field (preferred).
• 5+ years of experience in technical support, including helpdesk roles.
• Proven leadership or supervisory experience.
• Background in mentorship, training, or QA is a strong asset.

• Proficiency in Microsoft Office Suite, especially Excel.
• Exceptional customer service skills with a focus on problem-solving.
• Strong time management, organizational, and multitasking abilities.
• Excellent verbal and written communication skills. Bilingualism English/French…