Job Board
Bilingual Customer Service Manager
hybrid
Toronto/Quebec, Ontario/Quebec, Canada .
full-time . March 3, 2025
Toronto/Quebec, Ontario/Quebec, Canada .
full-time . March 3, 2025
Description
Bilingual Customer Service Manager
SportsPay is looking for a customer-centric Bilingual Customer Service Manager who loves going above and beyond to help customers. If you're a people person with a knack for troubleshooting and optimizing support processes, we want to hear from you. In this role, you'll lead the charge in delivering exceptional customer care and ensuring customers feel supported every step of the way, all while working in an exciting, rapidly growing fintech environment.
About The Company
SportsPay is a trusted payment processing solution built for amateur sports organizations. Seamlessly integrating with registration platforms, it simplifies fee collection, streamlines transactions, and ensures secure, hassle-free payments. With a focus on efficiency, security, and top-tier support, SportsPay helps leagues, clubs, and teams manage finances smoothly—so they can focus on the game.
About You
Traits, Abilities and Skills
- Bilingual (French/English): Fluency in both French and English is essential for this role.
- Customer-focused: They should have a strong commitment to providing exceptional service, with a friendly, patient approach to all customer inquiries and challenges.
- Problem-solver: The ideal candidate excels at troubleshooting issues and offering effective solutions, even in complex situations.
- Organized and detail-oriented: They must be able to handle multiple customer requests and manage administrative tasks with precision.
- Collaborative: Comfortable working with a team, they will also act as a mentor or subject matter expert to junior team members when needed.
- Tech-savvy: Proficient in common computer applications and adaptable to new technologies.
- Process driven: They are always looking for ways to increase efficiency and refine processes.
- Leadership-oriented: If applying for a lead role, they should have proven leadership capabilities, including mentoring and guiding team members to success.
Experience
- 1+ years of customer service experience in a fast-paced environment, ideally in a B2B or technology-driven environment such as fintech, SaaS, or payments processing.
- Proven experience handling escalated customer issues with a track record of resolving complex problems in a timely and efficient manner.
- Proficient in Microsoft Office Suite and familiar with other cloud-based software applications, with the ability to adapt to new technologies quickly.
About The Role
Key Responsibilities
- Collaborate with customers and internal teams to onboard new customers and implement the SportsPay platform smoothly, ensuring seamless integration of services.
- Manage customer inquiries and issues, including new applications, bank updates, and keeping accurate customer records through data entry. (logins)
- Provide leadership and mentorship, helping to guide and support junior team members to excel in their roles.
- Support administrative tasks, ensuring smooth day-to-day operations and facilitating communication between departments.
- Handle escalated customer concerns, applying negotiation and problem-solving skills to resolve complex issues or escalate as needed.
- Monitor and report on customer service performance, helping to refine processes and improve team efficiency.
Compensation
- Competitive base salary
- Generous profit sharing program, paid out on a monthly basis
- Flexible time off policy
- Hybrid working model
Location
- We are open to applicants based in the Greater Toronto Area or Quebec.
Ad Culture is partnering with SportsPay in their recruitment efforts. All candidates will be carefully reviewed by our team, and only those selected for an interview will be contacted. We appreciate your interest in joining the SportsPay team and look forward to reviewing your application!