Job Description

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.


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OBJECTIFS DU POSTE:

Le/la Responsable d'equipe, service clientele, encadre l'Agent du service clientele, lui fournissant des conseils quotidiens, un accompagnement en matiere de performance et un soutien operationnel. Son role consiste a garantir que nos clients beneficient d'une assistance rapide, utile et coherente sur tous les canaux. En tant qu'ambassadeur de la marque, le/la responsable d'equipe met en oeuvre les meilleures pratiques en matiere de service a la clientele, sert de point de contact principal pour les clients, les magasins et les directeurs de secteur, et constitue une ressource cle pour les informations relatives a l'entreprise, aux produits et aux promotions. Ce poste consiste a faire respecter les politiques et les valeurs de l'entreprise, a aider les clients a reussir leurs repas tout en soutenant les membres de l'equipe dans leur travail.

RESPONSABILITES & TACHES:

Les taches et responsabilites du/de la Responsable d'equipe, service clientele comprennent, sans s'y limiter, les suivantes :



Soutien a la clientele et escalades

Assure le remplacement principal des agents du service clientele, en apportant son aide pour les appels, les courriels, la gestion des reseaux sociaux, les avis Google et autres canaux pendant les periodes de pointe, les conges et les arrets maladie. Traite toutes les demandes des clients francais sur tous les canaux au sein du service clientele et fournit une assistance bilingue aux magasins pour les questions liees a la clientele, selon les besoins. Fait office de point de contact principal pour les questions liees au service client et a la livraison dans les magasins, aupres des agents du service client et des directeurs de secteur. Gere avec tact et professionnalisme les interactions conflictuelles ou stressantes avec les clients dans le but de rendre chaque interaction positive. Enquete les alertes de fraude dans le commerce electronique et fait rapport sur ses conclusions. Transmet les problemes critiques des clients aux services concernes (commerce electronique, operations des magasins, fidelisation, TI, etc.).


Formation et gestion des connaissances

Concoit, met en oeuvre et tient a jour le manuel de formation du service clientele. Aide les agents a repondre aux demandes en recueillant des informations aupres de differents services. Encadre les agents du service clientele, leur fournit des conseils et des commentaires sur leurs performances. Assiste les RH dans le recrutement, l'integration et la formation des nouveaux membres de l'equipe. Recueille et evalue les donnees pertinentes dans tous les services de l'entreprise afin de traiter efficacement les demandes et de trouver des solutions appropriees en collaboration avec les agents du service clientele, les magasins ou les directeurs de secteur.
Engagement client et communication

Supervise les reponses aux demandes de renseignements de l'office de la protection du consommateur et veille a ce que les resolutions soient apportees dans les delais et de maniere professionnelle. Tient a jour et met a jour la FAQ des clients pour le site web, les courriels et les campagnes. Collabore frequemment avec l'equipe de communication sur des projets speciaux, selon les besoins. Surveille l'engagement sur les reseaux sociaux et collabore avec une agence tierce pour garantir l'exactitude des messages de la marque. Gere le forum communautaire Moment-client et coordonne les prix de reconnaissance trimestriels. Represente l'equipe du service clientele lors de reunions et de projets speciaux dans les departements marketing, communication et autres.


Systemes et rapports

Administre et gere Zendesk et d'autres systemes de service a la clientele, supervise les abonnements, les modeles de reponse standard et agit en tant qu'administrateur principal Surveille la productivite, le temps de reponse et l'engagement des agents via Zendesk. Genere des rapports Zendesk trimestriels pour la direction. Examine les rapports hebdomadaires sur la satisfaction des clients et les commentaires sur les produits afin de signaler les problemes urgents et les tendances. Accede aux donnees clients dans la base de donnees clients et les met a jour.


Soutien operationnel

Gere les commandes de cartes-cadeaux liees au service a la clientele. Gere les commandes de cartes-cadeaux liees au service a la clientele. Fait partie de l'equipe responsable des rappels de produits, dirigeant les activites de sensibilisation des clients a grande echelle, la redaction de scripts et la coordination des reponses.

EDUCATION & EXPERIENCE:

Plus de 4 ans d'experience dans le service a la clientele, dont plus de 2 ans dans la gestion d'une equipe. Experience dans le domaine du service a la clientele, en particulier au sein de structures franchisees, ainsi que dans la gestion d'une equipe de service a la clientele et des taches administratives. Excellentes competences en communication ecrite et orale Excellentes competences interpersonnelles. Competences informatiques avancees dans la suite Microsoft Office, les logiciels de messagerie electronique et les produits de gestion de la relation client. Fortes capacites de resolution de problemes. Aptitude a travailler de maniere autonome et dans des delais serres.

SKILLS & ABILITIES:

Bilinguisme (francais/anglais) a l'ecrit et a l'oral. Connaissance approfondie et comprehension du commerce electronique du point de vue du service a la clientele et des systemes de gestion de service clientele. Maitrise des technologies numeriques, notamment du commerce electronique et des reseaux sociaux tels que Facebook, Twitter et Instagram. Connaissance des meilleures pratiques et protocoles en matiere de service a la clientele. Personne autonome, dotee de solides competences en matiere d'organisation et de gestion du temps. Capacite a bien travailler sous pression et a respecter des delais dans un contexte ou tout va tres vite. Capacite a bien travailler en equipe et a faire preuve d'un esprit de leadership. Orientee vers le service, capable de communiquer efficacement et de maniere concise, tant a l'oral qu'a l'ecrit. Maitrise avancee de la suite Microsoft Office. Maitrise de l'outil de gestion des tickets Zendesk est un gros plus. Aptitude a gerer les informations confidentielles de maniere discrete et professionnelle.

CONDITIONS DE TRAVAIL:

En presentiel



Ce role implique un travail hybride, avec certains jours passes au bureau et d'autres en teletravail.



Avertissement : La description de poste ci-dessus a ete redigee dans le but d'indiquer la nature generale et le niveau des taches effectuees par les employes occupant ce poste. Elle ne pretend pas contenir ni etre interpretee comme une liste exhaustive de toutes les taches, responsabilites et qualifications requises des employes affectes a ce poste.