Customer Success Supervisor (Bilingual)

What we do.

We are a VoIP telecommunications provider for businesses in Canada. We supply a communications solution aimed at improving the way Canadian organizations connect - our solutions are available through your browser, mobile device, and desk phone.

Who we are.

Net2phone Canada is breaking down the pre-conceived barriers in Canadian Telecom.

We are a true Customer Success focused organization; which means doing our best to ensure our VoIP platform and communication services are tailored to our clients specific needs; and supported with speed, knowledge, precision and friendliness.

Providing the absolute best customer experience is always our top priority.

Forget the 45 minute hold times- we average 1 minute wait times to reach a live technical support specialist.

And while that's unheard of in telecommunications- so is our proactive Customer Success team who maintain a 1% customer churn rate in an industry where over 20% is the norm.

Join us and be a part of an evolving Customer Success team- where your input is not only valued, but incorporated into our daily work.

About the team.

While owning the ultimate success of their customers, our Customer Success Managers (CSM's) strive to provide an exceptional client experience with every interaction. As a Customer Success Supervisor you will lead by example and work closely with our client services team to ensure that customer feedback is being incorporated into business, product, and development decisions. At the end of the day, you are ensuring greater overall product adoption and helping our customers with greater business value and satisfaction.

Our Customer Success Supervisors's core responsibilities include:

• Act as a leader within the Client Services Team. Regularly lead structured 1-on-1 meetings with Customer Success Associates (CSAs) and Customer Success Managers (CSMs) to provide coaching, and support professional development.
• Oversee a fair case assignment system based on capacity, expertise, and SLA deadlines. Audit team cases and upsell/renewal opportunities to provide real-time coaching.
• Own the end-to-end process for handling "port out" requests, ensuring accurate documentation and seamless communication with internal teams.
• Maintain and expand deep product knowledge across net2phone Canada lines. Maintain a basic understanding of VoIP networking and know how to leverage internal technical specialists.
• Facilitate internal training sessions and team meetings to empower the CS team, contribute to internal/external knowledge bases, and lead live public-facing product webinars every 3-4 months.

What you'll do.

• Assist in training and coaching members of the Customer Success team to ensure they're achieving individual success and are improving their skill set in order to define their career path and growth opportunities.
• Assist in audits and reviews renewals, upsell opportunities and other areas of processes to ensure work is being completed properly, and with productivity. In addition, be able to use this information to provide timely feedback to each CSM.
• Assist in monitoring incoming case and task queues in Salesforce, and assigning appropriate workload to each team member.
• Continuously monitoring the Customer Success industry for best practices and identifying areas for improvement with regards to processes and inefficiencies.
• Drive product adoption and knowledge amongst team members.
• Field questions from the Customer Success team and help direct them to the appropriate resources to solve their problems.
• Assist in recruiting for Customer Success team members as well as performance management when required.
• Assist with updating process documentation and resources.

What you need to be a Customer Success Supervisor with us.

• 2-3 years of supervisory experience in a Retail, Sales, or SaaS environment
• Outstanding organizational skills with a strong attention to detail
• French-English Bilingualism preferred
• Never-ending curiosity

What we offer.

• Join an amazing team culture who values work life balance.
• Accessible team socials (virtual and in person).
• Learning opportunities and growth.
• Paid time off, sick & family days as well as paid volunteer days.
• Ability to work remotely.
• $2,000 in health & wellness benefits

Job Type: Full Time, Permanent

Schedule: Monday to Friday 9am-5pm EST

Compensation: Salary of $ 55,000- 57,000 CAD

This is an in-office hybrid position – with the potential to work remotely 2-3 days a week- we want you to be in the middle of all the action!

Looking for a change? Want to do something new? Need to make a difference? It's time to learn, do, and become more than you ever thought possible.

At net2phone Canada, we believe in a human-first approach to hiring. While our recruiters personally review every application, we do utilize AI tools to assist us in organizing interview notes and ensuring we capture your insights accurately. These tools provide one of many data points in our evaluation, but all final hiring decisions are made by our team of humans.

net2phone Canada is committed to creating an inclusive environment where all candidates, employees, and clients feel like they belong. To ensure an inclusive and accessible candidate experience, accommodations are available upon request for all stages of the selection process.

To request an accommodation, please complete our online form (https://www.tfaforms.com/5130819) or call 1-888-508-2749. You can also reach us by mail at 5424 Canotek Road, Ottawa, Ontario, K1J 1E9, Canada. You can find more ways to contact us and learn more about our accessibility commitment at https://www.net2phone.com/en-ca/accessibility (https://www.net2phone.com/en-ca/accessibility)