Contract Customer Support Manager/Gestionnaire du service à la clientèle (contract)Montréal
Contract Customer Support Manager/Gestionnaire du service à la clientèle (contract)
About us
Alvéole is on a mission to connect people with nature in cities, one building at a time. As a certified B Corporation since 2018, we believe business can be a force for good. We partner with the world’s leading real estate companies to turn sustainability into an experience that tenants can see, touch, and feel. Through rooftop beehives and educational biodiversity programs, we help our clients meet their environmental goals while engaging communities and strengthening their brands. You can find our work in (and on) thousands of properties across North America and Europe, driven by a belief that business and biodiversity can thrive together. Learn more at alveole.buzz.
Contract Manager - Job description
Contract Term: April 27, 2026 – December 11, 2026
Team Size: 3 Support Specialists
Location: Greater Montreal Area (Remote/Hybrid)
Role Mission
We are seeking a disciplined, technical, and proactive Interim Support Manager to lead our 3-person Support team. The focus of this contract is operational continuity and performance accountability.
You will be responsible for ensuring our agents are meeting their targets, maintaining our high standards of service (ROE), and reporting results directly to leadership.
Key Responsibilities
- People Development & Onboarding
- Onboarding Oversight: Monitor and follow up on new hire training using our established 30-60-90 day plan.
- Performance Expectations: Set clear, measurable expectations for new and existing team members to ensure a fast ramp-up and consistent output.
- Tactical Management & Performance
- Priority Setting: Manage weekly priorities and targets to ensure the team is focused on the highest-impact tasks.
- Continuous Optimization: Review individual and team performance metrics daily/weekly; pivot or refocus team priorities immediately if performance drifts.
- Standards Enforcement: Enforce Rules of Engagement (ROE) and best practice standards to ensure every customer interaction is high-quality and consistent.
- Operational Execution
- Queue Mastery: Monitor Zendesk volumes; you are expected to jump into the queue and manage tickets directly if volume spikes or if the team requires technical backup.
- Process Integrity: Keep internal processes clean—ensure documentation is followed, tags are accurate, and the CRM/Help Desk remains organized.
- Reporting & Strategy
- Ops MBR: Own the Support performance section during the Monthly Business Review. You must be comfortable presenting data, explaining trends, and outlining action plans to the Ops leadership team.
Candidate Profile
- SaaS Veteran: Proven experience managing small, agile support teams in a software environment.
- Zendesk Expert: Deep knowledge of Zendesk workflows, triggers, and reporting (Explore).
- Data-Driven: Ability to translate ticket data into actionable insights for the MBR.
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