Bilingual Customer Experience - Lead

The Customer Experience Lead -Bilingual is a hands-on CX leader who thrives in complexity, sees friction as opportunity, and uses AI as a force multiplier to elevate every customer interaction. This role blends operational ownership with people leadership: you will guide a high-performing team, manage service metrics end-to-end, and shape how technology transforms the customer journey. With a strong command of CRM platforms, a data-driven mindset, and a commitment to high-integrity operations, you will ensure customers receive fast, accurate, and consistently excellent support while driving continuous improvement across the organization.   Key Responsibilities End-to-end CX Operations — Oversee customer interactions from first contact to resolution across phone, email, chat, and portal. Team Leadership — Manage KPIs, quality reviews, coaching, scheduling, and escalations. CRM Ownership — Maintain accuracy of cases, queues, workflows, and documentation in D365 or Salesforce. AI-Enabled Support — Leverage AI tools for triage, drafting, summarization, and knowledge retrieval. Cross-Functional Collaboration — Partner with Sales, Ops, Finance, and Legal to drive fast, clean resolutions. Data & Insights — Conduct contact driver analysis, identify trends, and present actionable recommendations. Continuous Improvement — Identify automation opportunities, expand self-service, and enforce SOP discipline.   Required Skills & Experience   5+ Years in Customer Service — Preferably in a complex B2B environment. CRM Expertise — Hands-on experience with D365 and Salesforce. AI Fluency — Comfortable using AI tools with guardrails. Analytical Strength — Ability to move from data → diagnosis → action. Communication Excellence — Clear, confident written and verbal communication. Leadership Capability — Coaches up, not just manages down. Operational Integrity — Accurate documentation, tight SLAs, zero shortcuts. Advanced CRM Knowledge — Routing, macros, SLA configuration, knowledge articles. Power BI or Dashboarding — Ability to present insights, not just data. QA Framework Experience — Familiarity with calibration processes. AI Support Implementation — Experience launching or scaling AI-enabled support capabilities. Fully bilingual in French and English, with excellent verbal and written communication skills in both languages.                 Education   Bachelor’s degree in business, Communications, Operations, or a related field (or equivalent experience).     Hybrid Position: 3 days a week in office