Customer Service Supervisor

Our client, a household name in the Kitchen and Bath sector, has asked us to source a hands‑on Bilingual (French) Customer Service Supervisor to lead and support a team of Associate Product Consultants. This role is critical in ensuring customers receive exceptional service while maintaining product knowledge, warranty standards, and seamless day‑to‑day operations. You'll need prior experience managing a remote team.

DO NOT apply for this job if you are not fluent in French and English!

Up to $93K total compensation, including bonus!

Up to 4 weeks vacation!*

Required to be in the office 1–2 days a week

Benefits on the first day of employment

3% RRSP contributions after 1 year of service, and an additional 5% matching of employee contributions

• Oversee performance and provide mentorship for a team of 15–25 associates
• Handle scheduling and maintain accuracy of timecards (Workday/IEX)
• Collaborate closely with Contact Center Operations to meet service targets and resolve escalations
• Drive team success by setting and monitoring efficiency, cost, and satisfaction goals
• Lead and support sales and engagement initiatives that align with business priorities
• Ensure compliance with audit requirements and internal procedures
• Support team members with advanced customer issues and system troubleshooting (SAP/C4C)
• Strengthen communication across internal groups such as Sales, Operations, Quality, and Product Compliance
• Introduce and implement process improvements that enhance workflows
• Recruit, train, and plan for succession to maintain optimal staffing levels
• Promote continuous learning and professional growth for yourself and your team
• Take on special projects as assigned and provide backup support to the Consumer Services Manager

• Fluency in French and English (written and verbal)
• Minimum of 2 years of supervisory experience (call center background preferred)
• Post‑secondary education in Business or a related field
• Experience in training a “Remote Team” is required
• Understanding of contact center tools, systems, and industry trends
• Strong communicator and negotiator with the ability to engage at all levels
• Consistent leadership presence, both customer‑facing and behind the scenes
• Organizational strength and ability to multitask in a fast‑paced environment
• Innovative, solutions‑oriented approach with strong change management ability
• In‑office attendance required 1–2 days a week (or as needed)

If you are ready to take on a leadership role where you can mentor, motivate, and elevate a consumer service team, we’d love to connect.

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Etobicoke, Ontario, Canada