Software customer support lead

Our client, a Quebec leader in complex parcel delivery management solutions, is currently looking for a Software Customer Support Lead to join their customer support team.

In this leadership position, you will manage the day-to-day operations of the customer support function, mentor team members, and drive continuous process improvements. Youll ensure that clients receive timely, high-quality support and sustainable solutions as they interact with a cloud-based logistics platform. You'll also collaborate closely with product and engineering teams to identify recurring issues and improve the overall customer experience.

Responsabilities :

• Provide remote technical support, maintaining a high level of client satisfaction
• Lead and evolve the customer support strategy and daily operations
• Triage and manage incoming client requests, ensuring proper prioritization and resolution Develop and optimize workflows, documentation, and service-level agreements (SLAs)
• Partner with product and engineering to troubleshoot issues and implement long-term fixes
• Coach and support the development of support team members through training and guidance
• Manage and expand client-facing documentation and knowledge base content
• Track, analyze, and report on key support metrics (e.g., response time, CSAT, resolution rates)
• Participate in an on-call rotation to support business continuity
  
  
  

Qualifications :

• 3 to 5 years in a technical or application support role within a SaaS environment
• Minimum 1 year of experience in a leadership or senior-level support role
• Strong communication skills with the ability to simplify complex technical issues
• Experience with APIs, SQL, and cloud services (e.g., Azure)
• Proven ability to optimize ticketing and support systems (e.g., Freshdesk, Jira)
• Highly organized, detail-oriented, and capable of managing competing priorities
• Customer-centric approach with a strong sense of ownership and accountability
• Fluent in English; French proficiency is considered an asset
  
  
  

Assets:

• Background in logistics, transportation, or related industries
• Familiarity with issue tracking systems like Jira
• Experience working with SLA frameworks, customer feedback tools, or support analytics
  
  
  

Benefits:

• 37.5 hours per week, flexible.
• 4 weeks of vacation.
• 100% remote work.
• Weekly social activities (beer Thursdays / social committee events).
• Group insurance.
• Multi-monitor workstation and desktop/laptop provided.
• Emphasis on work-life balance.
  
  
  

If you are interested, please send your application via our website at http://inacre.ca/emplois/ or by email to [email protected].

We thank all applicants for their interest. However, only selected candidates will be contacted for an interview.The use of the masculine form is solely for text simplification purposes.Inacre Conseil Inc. adheres to the principle of equity for all in the selection and recruitment process.For more information, feel free to contact Noémie Barthelet by phone at (514) 405-5360.