Customer Support Advisor supporting clients and members of Achievers’ employee recognition and rewards platform. Resolving complex cases across Salesforce, email, and phone in a hybrid Toronto role.
About the role
- Customer Support Lead improving training, quality assurance, and Notary Support operations. Helping LawDepot modernize legal document creation and customer experiences.
Responsibilities
- Develop, deliver, and enhance training programs for Customer Support team members
- Provide ongoing coaching, constructive feedback, and guidance
- Lead and continuously improve quality assurance processes
- Manage day-to-day Notary Support team operations
- Ensure effective scheduling and service coverage
- Evaluate customer interactions and identify performance trends
- Use AI-powered tools to enhance quality assurance, training, and operational efficiency
- Create and update training materials, knowledge resources, and process documentation
- Handle complex customer and product-related escalations
- Investigate customer concerns, identify root causes, and recommend service improvements
- Collaborate with internal teams to resolve challenges and support product and process improvements
- Support implementation of new products, processes, and initiatives through change management
- Partner with Customer Support leadership on innovation and continuous improvement
- Provide backup coverage for the Customer Support Manager
Requirements
- Post-secondary education in Business, Operations Management, Social Sciences, or a related field
- 2+ years of experience leading training and quality assurance within a Customer Support environment
- Experience with phone, live chat, and email interactions
- Knowledge of customer support quality standards, evaluation methods, and performance improvement practices
- Ability to deliver clear, constructive, and personalized coaching
- Excellent communication and interpersonal skills
- Strong organizational skills and attention to detail
- Ability to manage competing priorities in a dynamic environment
- Ability to create clear and accurate written documentation
- Analytical and problem-solving skills
- Ability to identify trends, investigate customer concerns, and recommend practical solutions
- Willingness to embrace new technologies and evolving ways of working
- Customer Support experience within a SaaS, technology, subscription-based, or digital services environment is an asset
- Experience using AI tools for training content, instructional videos, or operational workflows is an asset
- Familiarity with AI-powered customer support tools, virtual agents, and AI-assisted quality assurance is an asset
- Experience leading, coaching, or coordinating remote customer support teams is an asset
- Professional proficiency in French and/or Spanish is an asset
Benefits
- Excellent total compensation package
- Comprehensive health and dental benefits
- Health Care Spending / Personal Spending Account
- 37.5-hour work weeks
- Flexible schedules
- Ability to bank hours
- Three weeks paid vacation
- Bonus personal days
- Continuous learning opportunities
- LinkedIn Learning subscriptions
- Training budgets
- Company share plan
- Free catered lunches
- Monthly social events
- Personal offices and collaborative workspaces
- Free and easily accessible parking
- Hybrid working arrangements
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
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