Représentant(e) service client à distance pour une entreprise de télécommunications. Réponse aux demandes, résolution des plaintes et gestion des abonnements en français et en anglais.
About the role
- Customer Support Manager leading hands-on support for BEC’s legal enterprise software suite. Building SLAs, escalation workflows, AI-enabled processes, and client-retention programs.
Responsibilities
- Lead BEC's Support team and own the client experience from request intake through resolution
- Personally handle Tier 1 and Tier 2 inquiries by email, phone, and callback request across BEC's product suite
- Diagnose functional and technical issues, reproduce defects, and collaborate with R&D and Cloud Ops
- Escalate complex or sensitive client situations involving firm administrators, IT directors, and managing partners
- Communicate with clients during outages, defects, and long-running issues
- Manage, coach, and develop the Support team through 1:1s, ticket reviews, and structured feedback
- Define and enforce ticket classification by tier and product
- Establish, track, report, and revise SLA response and resolution targets
- Document and operationalize escalation workflows into R&D
- Evaluate, select, configure, and implement a support system of record, including team training and change management
- Build operational reporting on volume, backlog, ticket ageing, response and resolution times, defects, and client/product trends
- Own Online Help and internal documentation processes, using AI to accelerate authoring and maintenance
- Drive AI adoption for response drafting, ticket triage, thread summaries, and knowledge-gap discovery; audit output for accuracy and tone
- Establish regular working cadence with R&D, Cloud Ops, and Professional Services
- Identify at-risk accounts, close the loop on NPS and survey responses, and drive proactive outreach to improve retention
- Own a quarterly continuous-improvement initiative with measurable outcomes
Requirements
- Post-secondary degree, or an equivalent combination of experience and education
- 5+ years in a customer-facing technical support role
- At least 2 years leading, supervising, or mentoring a support team
- Hands-on experience with legal practice management, matter management, or document automation platforms
- Track record of introducing and adopting support structures such as ticket classification, SLAs, escalation processes, knowledge management, or QA
- Hands-on experience with a helpdesk or ticketing platform, including reporting
- Experience using generative AI tools such as Claude, ChatGPT, or Copilot
- Capability to work in a data-driven, metrics-oriented environment and build metrics where needed
- Excellent written and verbal communication skills, strong listening skills, and service orientation
- Comfortable working independently and remotely in a lean organization
- Preferred: familiarity with Microsoft 365, NetDocuments, or iManage
- Preferred: experience deploying or tuning an AI support agent, chatbot, or automated deflection channel
- Preferred: experience owning a knowledge base or help centre
- Preferred: exposure to cloud operations or hosted application support environments
Benefits
- Regular worker type
- 37.5 scheduled weekly hours
- Remote work arrangement
- Periodic visits to the Cincinnati office, occasional client sites, and industry conferences (estimated 5–10% travel)
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