Role overview

Vosker, a North American leader in remote monitoring solutions, is seeking a supervisor to lead customer experience operations across digital and traditional support channels. This role reports to the Director of Customer Services and focuses on managing team performance while continuously enhancing internal processes and customer satisfaction.

Key responsibilities

Direct daily operations for customer experience teams across digital channels including chat, social media, and traditional support, maintaining fast, consistent and high-quality service delivery.
Manage, mentor and develop team members including decentralized and offshore staff, fostering accountability, collaboration and alignment with Vosker’s culture and values.
Oversee customer service activities on social platforms, online communities, review sites and digital channels to ensure responses meet established service standards across North American and European markets.
Lead management of sensitive customer complaints, technical escalations, emerging product issues and online crisis situations through coordination with internal stakeholders until resolution.
Drive initiatives to enhance customer experience, service quality and satisfaction across all communication channels.
Establish, monitor and report on key performance indicators related to service, quality, productivity, satisfaction and resolution rates; identify trends and translate customer feedback into actionable recommendations and plans.
Design, document and continuously improve policies, workflows, escalation procedures, service standards and cross-functional processes that strengthen operational efficiency and customer satisfaction.
Contribute to implementation and improvement of CRM systems, ticketing systems and reporting tools to optimize operational efficiency and service quality.
Manage quality assurance and knowledge management programs including interaction analysis, coaching, training materials and knowledge base content.
Recruit, onboard, train and support customer service staff to deliver safe, accurate and customer-focused experiences.
Collaborate with internal teams to resolve customer issues, share recurring feedback and contribute to continuous improvement of products, services and support processes.

Requirements

Ten years of customer service experience in a call centre environment.
Experience managing social media, online brand reputation and digital customer engagement with direct exposure to North American and European markets, including developing and implementing strategies to strengthen brand presence, manage public communications and protect company reputation.
Deep knowledge of various social media platforms including their audiences, features, communication conventions, moderation practices and operational dynamics.
Experience creating, managing and developing online communities; conducting customer engagement initiatives; managing online crisis situations; and promoting positive customer experiences across multiple digital channels.
Experience managing digital customer experience operations including e-commerce, online review platforms, CRM technologies and customer engagement platforms.

What makes this role worth considering

Vosker offers a hybrid work arrangement where you can choose to work from home or at one of their offices, with the option to work remotely internationally for up to three months. The company provides comprehensive benefits including a wellness account for health and personal interests, free 24/7 online health professional access, employer-paid collective insurance covering dental and vision, employer-matched group RRSP, and vacation calculated by years of market experience.