[Hiring] Bilingual Customer Service Supervisor @Randstad

Role Description

Are you a people-first leader with a passion for coaching, collaboration, and customer excellence? We're looking for a Bilingual Customer Service Supervisor to join a vibrant, customer-focused organization in the travel and lifestyle sector. In this fully remote role, you'll oversee a dynamic team of frontline representatives, helping shape an exceptional customer journey while fostering a positive and supportive team culture.

Responsibilities

• Supervise, train, and support a high-performing customer service team
• Provide ongoing coaching, feedback, and performance management
• Handle escalated customer inquiries and assist in troubleshooting complex issues
• Partner with Quality Assurance and Workforce Planning to meet KPIs and service levels
• Monitor and report on performance metrics, productivity, and customer satisfaction
• Support process improvements and identify training needs with a proactive approach
• Manage scheduling, time-off requests, and shift coverage to ensure operational efficiency
• Participate in special projects and team-building initiatives

Qualifications

• 1+ years in a supervisory role in a contact center or customer-facing environment
• 2+ years of hands-on customer service experience
• Bilingual in English and French (spoken and written)
• Strong communication and leadership skills with a passion for mentoring others
• Empathy, resilience, and the ability to resolve challenges calmly and effectively
• Tech-savvy with solid MS Office knowledge; experience with Five9, Verint, and Salesforce is a strong asset
• Highly organized, adaptable, and comfortable leading in a fast-paced, high-volume setting

Benefits

• Salary: $55,000
• Flexible daytime hours (EST), including some weekends, aligned with business needs
• Work from anywhere in Canada - 100% remote
• 2 weeks of paid vacation in the first year
• Comprehensive health coverage (medical, dental, vision) at 100% employer-paid
• Benefits Activation: Coverage starts upon hire - no waiting period
• 5 paid sick/personal days per year
• Access to an Employee Assistance Program (EAP)

How to Apply

Apply directly at www.randstad.ca and take the next step in your learning & development career. This is more than just a job - it's an opportunity to grow, help others, and be part of an amazing team.