Chef d’équipe – Soutien à la clientèle

Aspire Software

. Develop and continuously improve support-ticket processes and workflows, including KPI data collection and automation playbooks .

Posted 10/14/2026full-timeRemote • CanadaSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in B2B software support with a focus on team leadership, ticket resolution improvement, and effective communication in both French and English. Proficient in managing ticketing platforms and optimizing support workflows to enhance customer satisfaction and operational efficiency.

Highest-signal resume keywords

B2B Software SupportTeam LeadershipFluent in French and EnglishJira Service ManagementTroubleshooting

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Ticket Resolution ImprovementKPI Data CollectionAutomation PlaybooksBacklog ManagementEscalation ManagementTroubleshootingConfiguration of Ticketing PlatformsPerformance TrackingCustomer CommunicationSupport Process Development

Soft Skills

Coaching and MentoringCalm CommunicationSelf-Motivated Leadership

Tools & Technologies

Jira Service ManagementZendeskFreshdesk

Industry Keywords

B2BERPPOSInventory ManagementDealer Management SystemsCall-Centre SupportCustomer Satisfaction (CSAT)

Tech Stack

Tools & technologies

ERP

About the role

Key responsibilities & impact

Develop and continuously improve support-ticket processes and workflows, including KPI data collection and automation playbooks
Coach and mentor support agents to improve ticket resolution rates and customer satisfaction
Lead daily team operations, including business-hours coverage, daily huddles, one-on-ones, and resolution standards
Handle high-priority tickets and inbound calls and requests in French and English
Triage and prioritize queues, maintaining backlog and response times within agreed targets
Escalate bugs to Product and Development with clear, reproducible details and follow them through resolution
Lead customer communications during outages, problematic releases, and escalations
Co-develop the knowledge base and maintain internal runbooks and response templates
Configure and manage Jira Service Management categories, workflows, and SLAs
Partner with Onboarding on customer handoffs to support
Track and report team performance and ticket-volume drivers to the General Manager
Handle support issues involving customers through IT partners and technology vendors

Requirements

What you’ll need

3+ years in B2B software support, including at least 2 years formally leading or supervising a support team
Track record of measurable improvement, such as reducing backlog, raising CSAT, or cutting repeat tickets
Fluent in French and English, written and spoken
Experience in a phone-based or call-centre support environment supporting business-critical software such as ERP, POS, inventory, or dealer/shop management systems
Strong hands-on troubleshooting across installs, hosted environments, user permissions, POS hardware and printers, and basic networking
Experience configuring and running a ticketing platform such as Jira Service Management, Zendesk, or Freshdesk
Calm, clear communication with frustrated counter staff and business owners
Self-motivated and able to lead a team effectively in a remote environment