Bilingual Team Lead, Customer Care

Description

Competitive Benefits. Meaningful Extras. Unmatched Value.

• A place where you can take your career in the direction you want to grow and go
• Flexible work options and summer hours for eligible employees
• Save on gas at stations across Canada, including Chevron, Fas Gas, Ultramar, and Pioneer
• Save on M&M Food Market products
  
  

The Opportunity:

The Team Lead, Customer Care leads the Customer Care coordinator, providing day-to-day guidance, performance coaching, and operational support. This role in ensuring that our customers receive timely, helpful, and consistent support across all channels. As a brand ambassador, the Team Lead brings best-in-class customer service practices, act as the primary escalation point for customers, stores, and Area Managers, and serves as a key resource for company, product, and promotional information. This role upholds company policies and values, helping customers succeed at mealtime while supporting team members in their work.

Responsibilities:

Customer Care Support & Escalations:

• Serves as the primary backup for Customer Care Team agents, assisting with calls, emails, social media, Google Reviews, and other channels during peak times, vacations, and sick days.
• Handles all French customer inquiries across all channels within the Customer Care department and provides bilingual support to stores on customer-related matters as needed.
• Acts as the main escalation point for customer service and delivery-related issues across stores, Customer Care agents, and Area Managers.
• Tactfully and professionally manages confrontational or stressful interactions with customers with the goal of making every customer interaction a positive one.
• Investigates eCommerce fraud alerts and reports findings.
• Escalates critical customer issues to relevant departments (eComm, Store Operations, Loyalty, IT, etc.).
  
  

Training Knowledge & Management:

• Designs, implements, and maintains the Customer Care Training Manual.
• Assists agents in resolving inquiries by gathering insights from various departments.
• Coaches Customer Care agents, providing guidance and performance feedback.
• Supports HR in hiring, onboarding, and training new team members.
• Obtains and evaluates relevant data across company departments to handle inquiries efficiently and create appropriate resolutions alongside Customer Care agents, stores, or Area Managers.
  
  

Customer Engagement & Communications:

• Oversees responses to BBB inquiries and ensures timely, professional resolutions.
• Maintains and updates Customer FAQs for the website, emails, and campaigns.
• Frequently collaborates with the Communication team on special projects as required. Monitors social media engagement and collaborates with a third-party agency for accurate brand messaging.
• Manages the ‘Customer Moment’ community board and coordinates quarterly recognition prizes.
• Represents the Customer Care Team in meetings and special projects across Marketing, Communications, and other departments.
  
  

Systems and Reporting:

• Administers and manages Zendesk and other customer care systems, overseeing subscriptions, standard response templates, and acting as the admin owner.
• Monitors agent productivity, response time, and engagement through Zendesk.
• Generates quarterly Zendesk reports for leadership.
• Reviews weekly Customer Satisfaction and Product Feedback reports to flag urgent issues and trends.
• Accesses and updates customer data in the customer database.
  
  

Operational Support:

• Manages customer service-related gift card orders.
• Serves on the Recall Team, leading high-volume customer outreach, script drafting, and response coordination.
  
  

Requirements:

• 4+ years of experience in customer service, including 2+ years experience managing a team.
• Experience with business-to-consumer customer care, particularly within a franchise-based organization, as well as managing a customer care team and office administration functions.
• Excellent written and verbal communication skills.
• Excellent interpersonal skills.
• Advanced computer skills within the Microsoft Office suite, email, and CRM products.
• Strong problem-solving skills.
• Ability to work independently and under tight time constraints.
• Bilingualism (French/English) written and spoken
• Advanced knowledge and understanding of eCommerce from a customer service perspective and CRM systems.
• High comfort level with digital technology, including eCommerce and social media channels such as Facebook, Twitter, and Instagram.
• Knowledge of customer service best practices and protocols.
• Self-starter with proven organizational and time management skills.
• Ability to work well under pressure and meet deadlines in a fast-paced environment.
• Ability to work well in a team and has a leader mentality.
• Service-oriented with an ability to communicate effectively and concisely, both verbally and in writing.
• Strong skills using Microsoft Office Suite.
• Experience with Zendesk ticketing tool is a strong asset.
• Ability to handle confidential information in a discreet and professional manner.
  
  

Humble. Hungry. Smart. Does this sound like you?

Do others describe you as being a down-to-earth achiever? Someone who thinks outside the box and always strives to do more than what is required. Someone who sees the bigger picture? You sound brilliant to work with!

We Want You To Shine:

We are committed to providing equal opportunities to all applicants. If you require accommodation due to a disability, you will have an opportunity to notify us when scheduling your interview.

Belonging Matters. Because You Do:

We are an equal opportunity employer and encourage applications from all qualified individuals.

Our ability to work as one team across Canada, the United States and the Caribbean is foundational to our success. We show up as our authentic selves each day and create space for one another’s unique contributions.

Our Employee Resource Groups (ERGs) and Affinity Networks help us activate enterprise-wide strategies that power a proactive culture of diversity, equity, inclusions, and ultimately – belonging.

We respect the diverse cultures, traditions and perspectives of Indigenous Peoples and seek to achieve equitable partnerships and opportunities with Indigenous communities.

The Fine Print:

Candidates must be legally eligible to work in the country in which they applied. Regrettably, we are unable to sponsor employment visas at this time.

Please note that final candidates for this position will be required to undergo a confidential pre-employment background check, including but not limited to educational, criminal, credit, drug and alcohol, and/or fitness for duty testing.