Client Solutions Specialist Team Lead

We’re seeking an experienced and detail-oriented Client Solutions Specialist (CSS) Team Lead to guide and manage our Client Solutions team. In this dynamic role, you’ll provide exceptional support to Northern Business Intelligence customers, troubleshoot technical issues, and ensure operational excellence. You’ll also play a pivotal role in shaping team processes, managing escalations, and fostering a culture of continuous improvement.

Key Responsibilities

Team Leadership

• Supervise daily operations of the Client Solutions Specialists, including scheduling, performance reviews, and team development.
• Design, update, and enhance support procedures and processes.
• Conduct Quality Assurance (QA) reviews on support cases to maintain high standards.
• Manage and maintain a comprehensive Knowledge Base.
• Oversee case management in Salesforce, ensuring adherence to service level agreements (SLAs).
• Handle escalated cases and provide mentorship to the CSS team.
• Stay informed about product updates, including software and hardware enhancements.
• Lead recruitment, onboarding, and training for new team members.

Technical Support

• Software: Develop expertise in Northern BI-supported software to troubleshoot interface issues and escalate complex cases to Geotab when necessary.
• Hardware: Build in-depth knowledge of supported hardware to diagnose and resolve client issues effectively.

Training and Development

• Conduct client training sessions on software (via webinars) and administrative tasks.
• Train installer partners on hardware use and best practices.
• Deliver internal training sessions to upskill team members.

What We’re Looking For

Education & Experience

• Degree or diploma in a technical field (preferred).
• 5+ years of experience in technical support, including helpdesk roles.
• Proven leadership or supervisory experience.
• Background in mentorship, training, or QA is a strong asset.

Skills & Competencies

• Proficiency in Microsoft Office Suite, especially Excel.
• Exceptional customer service skills with a focus on problem-solving.
• Strong time management, organizational, and multitasking abilities.
• Excellent communication skills in both French and English (verbal and written) considered an asset
• High attention to detail with a proactive and collaborative mindset.

Other Requirements

• Flexibility to work outside regular hours, including evenings and weekends.
• Valid driver’s license.

Why Join Us?

At Northern BI, we value leaders who inspire their teams, embrace innovation, and are passionate about delivering exceptional customer experiences. If you’re a tech-savvy problem solver with a knack for leadership, we’d love to hear from you.