Customer Success Supervisor (Bilingual)
$55,000–$57,000 year
On-siteOttawa, Ontario, Canada
Job Summary
Lead the Client Services Team by conducting regular 1-on-1 coaching sessions with Customer Success Associates and Managers to support professional development. Oversee case assignment based on capacity and SLA deadlines, auditing team cases and identifying upsell or renewal opportunities. Own the end-to-end process for "port out" requests, ensuring accurate documentation and seamless internal communication. Facilitate internal training, contribute to knowledge bases, and lead live public-facing product webinars every 3-4 months. Monitor incoming case queues in Salesforce to assign appropriate workloads and continuously review industry best practices to improve processes. Assist in recruiting, performance management, and updating process documentation while maintaining deep product knowledge across net2phone Canada lines.
Required Qualifications
- Bilingual
- Customer Success Supervisor
- 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)
- Provide coaching
- Support professional development
- Oversee a fair case assignment system
- Ensure case assignment is based on capacity
- Ensure case assignment is based on expertise
- Ensure case assignment is based on SLA deadlines
- Audit team cases
- Identify upsell/renewal opportunities
- Provide real-time coaching
- Own the end-to-end process for handling 'port out' requests
- Ensure accurate documentation
- Ensure seamless communication with internal teams
- Maintain and expand deep product knowledge across net2phone Canada lines
- Maintain a basic understanding of VoIP networking
- Know how to leverage internal technical specialists
- Facilitate internal training sessions
- Lead live public-facing product webinars every 3-4 months
- Assist in training and coaching members of the Customer Success team
- Ensure team members are achieving individual success
- Improve team members' skill set
- Define career path and growth opportunities
- Assist in audits and reviews
- Review renewals
- Review upsell opportunities
- Review other areas of processes
- Ensure work is being completed properly
- Ensure work is being completed with productivity
- Provide timely feedback to each CSM
- Assist in monitoring incoming case and task queues in Salesforce
- Assign appropriate workload to each team member
- Continuously monitor the Customer Success industry
- Identify best practices
- Identify areas for improvement with regards to processes
- Identify areas for improvement with regards to inefficiencies
- Drive product adoption
- Drive knowledge amongst team members
- Field questions from the Customer Success team
- Direct team members to appropriate resources
- Solve their problems
- Assist in recruiting for Customer Success team members
- Perform performance management when required
- Assist with updating process documentation
- Assist with updating resources
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