Job Description

Job Title:

Customer Support Manager & QA/Training Lead - Remote (Canada, Quebec preferred)

Job Location:

Remote, Canada (Quebec preferred)

In-Office, Hybrid or Remote:

Remote

Languages:

Bilingual English & French required

Employment Type:

Contractor/Retainer (full-time dedicated role)

About the Client:

Inner Circle Agency is hiring on behalf of a leading marketing agency with a strong presence in Canada and the U.S. The agency has just signed a major contract with one of the world's largest corporations to launch a new subscription-based consumer brand. The first rollout begins in Toronto, with expansion to Montreal/Quebec close behind. The brand will be built on Shopify and supported by a dedicated creative and growth team.

Role Overview:

We are seeking a

Customer Support Manager & QA/Training Lead

to build and lead the customer support function for this new subscription-based energy brand. This is not a maintenance role, it's a build-from-scratch opportunity. You will design tools, processes, training, and QA frameworks, then recruit and manage the first customer support agents as the team scales.


This role requires a balance of

hands-on execution and leadership

, ensuring every process is set up to deliver exceptional customer experiences across both English and French markets.

Key Responsibilities:

Build and implement the customer support function for a new Shopify-based consumer brand Develop and oversee workflows, tools, documentation, and knowledge bases Hire, train, and lead the first 3 customer support agents, with the team expected to grow quickly Establish QA processes and performance standards, ensuring quality in every interaction Manage day-to-day operations during the brand launch Provide insights from customer feedback to guide product, operations, and marketing strategies

Qualifications:

Required:

5+ years in customer support management, ideally in consumer/CPG brands Proven experience building support operations from scratch (Shopify/eCommerce experience a strong asset) Strong background in QA frameworks, training programs, and agent development Project management skills with ability to move quickly under deadlines Bilingual fluency in English and French (spoken and written)

Preferred:

Experience with subscription-based or high-volume eCommerce brands Familiarity with platforms such as Zendesk, Gorgias, Freshdesk Knowledge of Canadian consumer expectations in both English- and French-speaking markets

What the Client Offers:

The chance to build and scale a customer support function from day one A key leadership role in shaping customer experience for a high-growth brand Remote-first contractor/retainer setup with competitive pay Opportunity to join during a high-growth period * A collaborative, bilingual culture