Customer Service Team Leader

À propos de nous

Nous sommes une entreprise mondiale de technologies climatiques conçues pour la durabilité. Nous créons des environnements résidentiels, commerciaux et industriels durables et efficaces grâce aux technologies CVC-R. Nous protégeons les biens sensibles à la température tout au long de la chaîne du froid. Et nous apportons du confort aux personnes partout dans le monde.

Une ingénierie, un design et une fabrication de premier ordre, combinés à des marques de référence dans les domaines de la compression, des commandes, des logiciels et des solutions de surveillance, donnent naissance à une technologie climatique de nouvelle génération, conçue pour répondre aux besoins du monde de demain.

Que vous soyez un professionnel en quête de changement de carrière, un étudiant de premier cycle explorant votre première opportunité, ou un récent diplômé avec un diplôme avancé, nous offrons des opportunités qui vous permettront d’innover, de relever des défis et d’avoir un réel impact. Rejoignez notre équipe et commencez votre parcours dès aujourd’hui !

Notre engagement envers notre personnel

Partout dans le monde, nous sommes unis par un objectif unique : la durabilité n’est pas une mince ambition. C’est pourquoi tout ce que nous faisons est orienté vers un avenir durable, pour notre génération et toutes celles à venir. Grâce à des innovations révolutionnaires, à la technologie utilisée pour le chauffage, la ventilation et la climatisation et aux solutions de chaîne du froid, nous réduisons les émissions de carbone et améliorons l’efficacité énergétique dans des espaces de toutes tailles, qu’ils soient résidentiels, commerciaux ou industriels. 

Nous investissons dans nos employés afin de nous assurer qu’ils possèdent les connaissances, les aptitudes et les compétences nécessaires pour concrétiser cet objectif tout en étant compétitifs et performants dans une économie mondiale. Nos programmes de formation sont axés sur le perfectionnement de bout en bout, de l’intégration aux postes de haute direction.

Des régimes d’avantages sociaux flexibles et compétitifs offrent les options adéquates pour répondre à vos besoins individuels et familiaux : régimes d’assurance médicale, couverture dentaire et visuelle, régime de retraite à cotisations définies, etc. Nous offrons à nos employés des programmes de congés flexibles, y compris des congés parentaux, des vacances et des congés payés. 

Notre succès se mesure à l’impact positif que nous avons sur les personnes, nos communautés et le monde, grâce à l’attention inébranlable que nous portons aux progrès environnementaux, sociaux et réglementaires. Renseignez-vous sur nous! 

Notre engagement en faveur de l’inclusion et de l’appartenance

Chez Copeland, nous cultivons un sentiment fort d’inclusion et d’appartenance où les personnes de tous les horizons et aux perspectives les plus diverses sont accueillies et traitées de manière équitable pour garantir une main-d’œuvre plus forte. Nos groupes de ressources pour les employés jouent un rôle important dans la culture et le développement communautaire au sein de Copeland.

Employeur pour l’égalité des chances

Copeland est un employeur qui prône l’égalité des chances et l’action positive. Tous les candidats qualifiés seront pris en considération pour un emploi sans distinction de sexe, de race, de couleur, de religion, d’origine nationale, d’âge, d’état civil, d’affiliation politique, d’orientation sexuelle, d’identité de genre, d’informations génétiques, de handicap ou de statut d’ancien combattant protégé. Nous nous engageons à offrir un lieu de travail exempt de toute discrimination et de tout harcèlement.

Si vous avez besoin d’une mesure d’adaptation, veuillez communiquer avec les ressources humaines ou écrire à [email protected] pour prendre les dispositions nécessaires. 

Pas d’appels ou de demandes d’agence s’il vous plaît.

Customer Support Team Lead – Job Description

• Ensure the team consistently meets or exceeds monthly KPI targets by effectively managing workload, resources, and team capacity.
• Oversee the Customer Support Salesforce queue, ensuring tickets are promptly assigned, prioritized, and resolved within established service levels.
• Monitor the website support phone queue to ensure adequate coverage and timely response to inbound customer calls.
• Serve as the escalation point for complex, high-priority, or sensitive customer issues, ensuring exceptional customer experience and resolution.
• Collaborate closely with the Software Team by escalating critical software issues and tracking progress to ensure timely resolution of high-impact defects.
• Manage the Verdant Installation queue in Salesforce, ensuring installation opportunities are assigned promptly, bids are completed, and customers are connected with the appropriate Installation Team.
• Administer the Calendly scheduling platform, maintaining sufficient availability for customer training sessions while balancing team workload and operational responsibilities.
• Oversee the Verdant Plus program by monitoring sales activity, maintaining accurate customer subscription status, and assigning Dedicated Support Representatives as required.
• Lead onboarding and training efforts for new Customer Support team members, including creating training plans, conducting sessions, and monitoring progress.
• Support cross-functional onboarding initiatives by delivering customer support training and process education to new employees across other departments.
• Monitor team performance, provide coaching and feedback, and identify opportunities for continuous improvement in customer service quality and operational efficiency.
• Develop and maintain support processes, documentation, and best practices to ensure consistent service delivery and knowledge sharing across the team.

Qualifications & Experience

• High school diploma or equivalent required.
• Minimum of 2 years of experience in a customer support role involving product support and troubleshooting.
• Experience troubleshooting software and/or hardware products and assisting customers with technical issues.
• Strong problem-solving skills and ability to diagnose and resolve customer issues efficiently.
• Excellent verbal and written communication skills.
• Ability to manage multiple customer inquiries while maintaining a high level of customer satisfaction.
• Comfortable working with support ticketing systems, CRM platforms, and other customer service tools.
• Team-oriented with a customer-first mindset.

Preferred (Not Required)

• Previous experience in a customer support management or supervisory role.
• Experience developing support processes, mentoring team members, or managing customer escalations.

Education

• High school diploma or equivalent required.
• Postsecondary education in a technical, business, or related field is considered an asset but is not required.

Customer Support Team Lead – Job Description

• Ensure the team consistently meets or exceeds monthly KPI targets by effectively managing workload, resources, and team capacity.
• Oversee the Customer Support Salesforce queue, ensuring tickets are promptly assigned, prioritized, and resolved within established service levels.
• Monitor the website support phone queue to ensure adequate coverage and timely response to inbound customer calls.
• Serve as the escalation point for complex, high-priority, or sensitive customer issues, ensuring exceptional customer experience and resolution.
• Collaborate closely with the Software Team by escalating critical software issues and tracking progress to ensure timely resolution of high-impact defects.
• Manage the Verdant Installation queue in Salesforce, ensuring installation opportunities are assigned promptly, bids are completed, and customers are connected with the appropriate Installation Team.
• Administer the Calendly scheduling platform, maintaining sufficient availability for customer training sessions while balancing team workload and operational responsibilities.
• Oversee the Verdant Plus program by monitoring sales activity, maintaining accurate customer subscription status, and assigning Dedicated Support Representatives as required.
• Lead onboarding and training efforts for new Customer Support team members, including creating training plans, conducting sessions, and monitoring progress.
• Support cross-functional onboarding initiatives by delivering customer support training and process education to new employees across other departments.
• Monitor team performance, provide coaching and feedback, and identify opportunities for continuous improvement in customer service quality and operational efficiency.
• Develop and maintain support processes, documentation, and best practices to ensure consistent service delivery and knowledge sharing across the team.

Qualifications & Experience

• High school diploma or equivalent required.
• Minimum of 2 years of experience in a customer support role involving product support and troubleshooting.
• Experience troubleshooting software and/or hardware products and assisting customers with technical issues.
• Strong problem-solving skills and ability to diagnose and resolve customer issues efficiently.
• Excellent verbal and written communication skills.
• Ability to manage multiple customer inquiries while maintaining a high level of customer satisfaction.
• Comfortable working with support ticketing systems, CRM platforms, and other customer service tools.
• Team-oriented with a customer-first mindset.

Preferred (Not Required)

• Previous experience in a customer support management or supervisory role.
• Experience developing support processes, mentoring team members, or managing customer escalations.

Education

• High school diploma or equivalent required.
• Postsecondary education in a technical, business, or related field is considered an asset but is not required.

About Us

We are a global climate technologies company engineered for sustainability. We create sustainable and efficient residential, commercial and industrial spaces through HVACR technologies. We protect temperature-sensitive goods throughout the cold chain. And we bring comfort to people globally. Best-in-class engineering, design and manufacturing combined with category-leading brands in compression, controls, software and monitoring solutions result in next-generation climate technology that is built for the needs of the world ahead.  

Whether you are a professional looking for a career change, an undergraduate student exploring your first opportunity, or recent graduate with an advanced degree, we have opportunities that will allow you to innovate, be challenged and make an impact. Join our team and start your journey today! 

Our Commitment to Our People 

Across the globe, we are united by a singular Purpose: Sustainability is no small ambition. That’s why everything we do is geared toward a sustainable future—for our generation and all those to come. Through groundbreaking innovations, HVACR technology and cold chain solutions, we are reducing carbon emissions and improving energy efficiency in spaces of all sizes, from residential to commercial to industrial. 

We invest in our employees to ensure they have the marketplace knowledge, skills, and competencies to bring this purpose to life while competing and leading in a global economy. Our training programs focus on end-to-end development, from onboarding through senior leadership. 

Flexible and competitive benefits plans offer the right options to meet your individual/family needs: medical insurance plans, dental and vision coverage, defined contribution pension plan and more. We provide employees with flexible time off plans, including paid parental leave, vacation and holiday leave. 

Our success is measured by the positive impact we make on people, our communities, and the world through our unwavering focus on environmental, social, and regulatory progress. Learn more about us! 

Our Commitment to Inclusion & Belonging

At Copeland, we cultivate a strong sense of inclusion and belonging where individuals of all backgrounds, and with diverse perspectives, are embraced and treated fairly to enable a stronger workforce.  Our employee resource groups play an important role in culture and community building at Copeland.

Equal Opportunity Employer 

Copeland is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to sex, race, color, religion, national origin, age, marital status, political affiliation, sexual orientation, gender identity, genetic information, disability or protected veteran status. We are committed to providing a workplace free of any discrimination or harassment. 

If you have an accommodation need, please contact Human Resources or [email protected] to make appropriate arrangements.  

No calls or agency requests please.