Bilingual Customer Service Manager

Bilingual (French) Customer Service Manager

Location : Burlington, ON (In-Office)

Who Are We?

We are a strategic recruitment agency specializing in connecting skilled professionals with top employers across Canada and the United States. Our holistic approach ensures both technical and cultural alignment for long-term success.

Why Are We Looking for You?

We’re excited to be partnering with an award-winning company as they grow their Customer Service team! Our client is a global organization known for delivering high-quality production and design solutions across a wide customer base while maintaining strong relationships and exceptional service standards. They invest in their people with ongoing training, career development, and a positive team culture where employees are valued and empowered.

As they continue to grow, they are looking for a dynamic, hands-on Bilingual (French) Customer Service Manager to lead a team of 5-7 Customer Service reps, supporting Canadian operations.

Here’s what you’ll do :

• Act as a hands-on leader to the Customer Service team (5-7) through monitoring KPI’s and metrics, ongoing training and coaching in a supportive and empowering manner.
• Handle escalated customer issues, ensuring a timely and effective resolution that maintains white glove customer service.
• Lead and support continuous improvement initiatives by identifying inefficiencies and implementing best practices.
• Involved in training new hires in conjunction with the Team Lead.
• Monitor and manage KPI’s to ensure SLA’s are met.
• Prepare reports relating to business functions, people and performance.
• Foster a collaborative team environment focused on achieving departmental and company-wide objectives.
• Collaborate effectively with both internal and external partners, such as Sales, Marketing, Purchasing, Logistics, Accounting, HR to ensure customer satisfaction and business objectives are met.

Here’s what you’ll need to be successful :

Here’s what in it for you :

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