Customer Service Lead - Bilingual French

About This Role

This role supports the Contact Center in a full-time, remote capacity, handling inbound and outbound phone calls, email servicing, and document processing/data entry. The Customer Service Lead will guide customer service representatives and serve as a primary resource for operational questions and issue resolution, ensuring high-quality service. The position focuses on blending innovative technology with service excellence to deliver embedded insurance solutions and manage risk within the Specialty Equipment Division.

Responsibilities

• Lead and support customer service representatives, modeling high-quality service and professionalism
• Monitor call queues, staffing levels, and service metrics to meet performance targets
• Serve as a primary resource for operational questions, training, and issue resolution
• Handle complex customer and policyholder inquiries across phone, email, and documentation workflows
• Process insurance documents accurately and maintain up-to-date customer records
• Collaborate with internal teams to resolve issues and support continuous improvement

Requirements

• High school diploma or equivalent experience
• 7+ years of customer service or contact center experience
• Strong written and verbal communication skills
• Bilingual in French (read, write, speak, and understand in a business setting)
• Typing speed of 40+ WPM
• Strong technical proficiency

Qualifications

• High school diploma or equivalent experience
• 7+ years of customer service or contact center experience; prior Lead/Specialist experience preferred.

Nice to Have

• Prior Lead/Specialist experience

Benefits