Customer Success Team Lead, Quebec

At ExWo we’re growing our Customer Support function across markets and locations. We’re looking for a Customer Support Team Lead to lead our Support team serving Quebec, with agents based both in Sofia and remotely across Quebec.

This is first and foremost a people leadership and ownership role. You’ll be responsible for team performance and development, while also taking ownership of how Support operates in Quebec as we continue building the market.

French is not mandatory for this role - we’re primarily looking for strong leadership, people management, and operational ownership.

As Quebec is still a growing market for us, there won’t always be a ready-made process or an obvious answer. We’re looking for someone who is comfortable with ambiguity, can make sensible decisions with the information available, and knows how to keep things moving while bringing in the right people when needed.

What You'll Do:

Team Leadership & Development

• Lead and support Customer Support Agents based across Sofia and Quebec
• Take ownership of individual and team performance, development, and engagement
• Conduct regular 1:1s and coaching sessions
• Provide clear, constructive feedback and recognise strong performance
• Set clear expectations and address performance issues proactively
• Identify development needs and support team members in their growth
• Build a strong, accountable, and collaborative team culture across locations and time zones

Performance & Operational Management

• Monitor key Support metrics, including CSAT, quality, accessibility, productivity, and repeat contacts
• Look beyond the numbers to understand what is actually happening within the team
• Identify performance trends, investigate their underlying causes, and decide what action is needed
• Use data, customer feedback, and day-to-day observations to identify opportunities for improvement
• Keep management informed with clear updates, context, and recommended actions

A good update from a Team Lead isn’t just “CSAT dropped this week.” It’s “CSAT dropped, I looked into it, here’s what I found and here’s what we’re doing about it.”

One Team, Two Locations

Some of the people you lead will work from our Sofia office. Others will work remotely from Quebec.

Making those two locations feel like one team is a central part of this role. You’ll be responsible for ensuring that remote team members aren’t an afterthought. People working from Quebec should have the same access to context, communication, feedback, support, and development opportunities as the people you see in the Sofia office every day.

This means:

• Maintaining regular 1:1s and coaching regardless of location
• Making sure Quebec-based agents understand wider team priorities, changes, and decisions
• Ensuring remote team members have the information and support they need to perform effectively
• Giving people in Quebec the same level of feedback, recognition, and development attention as the Sofia team
• Building strong team connection and collaboration across locations and time zones
• Being intentional about communication rather than relying on people being physically present

The goal is for agents in Sofia and Quebec to feel like one team, not two separate groups managed from the same place.

Taking Ownership of Quebec

Quebec is still new territory for us, and we don’t expect you to arrive with all the answers. We do expect you to want to find them.

You’ll become the person in Support who develops a strong understanding of the Quebec market — what customers contact us about, what our agents find difficult, what keeps coming back, and where something designed for the wider Canadian operation may not work as well in Quebec.

• Identify gaps, recurring issues, and opportunities specific to the Quebec market
• Understand what is driving customer contacts and where the customer or agent experience can be improved
• Identify where existing processes may not work effectively for Quebec
• Take action on issues that can be solved within the team
• Bring in the right stakeholders when an issue requires support from another function
• Follow issues through to resolution rather than simply handing them over
• Help build and improve processes as the Quebec operation continues to grow

Because we’re building this as we go, there will be grey areas. Not every situation will come with a documented process or a clear answer.

We want someone who is comfortable with that - someone who can make a reasonable call based on the information available, keep things moving, document what we learn, and adjust when new information becomes available.

Cross-Functional Collaboration

• Work closely with Product, CRM, Payments, Risk, Training, Quality, Engineering, and other relevant teams
• Bring the right stakeholders into issues and improvement initiatives when needed
• Provide clear context and relevant information to help other teams understand Support-related challenges
• Follow up on cross-functional actions and stay close enough to know whether an issue was actually resolved
• Share insights and feedback from the Support team with relevant stakeholders

What We’re Looking For:

• Experience in Customer Support, Customer Success, or a similar customer-facing environment
• Previous experience leading or managing people is a strong advantage
• Experience working with remote or distributed teams is a strong plus
• Strong people management, coaching, and communication skills
• Comfortable giving direct feedback and setting clear expectations
• Strong analytical and problem-solving skills
• Ability to look beyond performance numbers and understand what is driving them
• Strong ownership and ability to follow issues through to resolution
• Comfortable working in situations where there isn’t always an established process
• Ability to make sensible decisions with imperfect or incomplete information
• Proactive approach — you notice things, ask questions, and take action without waiting to be told
• Ability to work independently while knowing when to involve other stakeholders
• Strong cross-functional collaboration skills
• Comfortable working across locations and time zones
• Fluent in English

What Success Looks Like:

• Sofia and Quebec agents feel like one team, despite working from different locations
• Remote team members receive the same level of context, attention, feedback, and development opportunities as office-based team members
• Expectations are clear and people know how they’re performing and what they need to work on
• Coaching happens consistently and with a clear purpose
• Performance issues and customer experience problems are identified early
• The team understands not just what is happening in its performance metrics, but why
• We have a much clearer understanding of the Quebec market, its customers, and its Support needs
• Problems are followed through to resolution rather than simply handed off
• Processes continue to evolve as we learn and the Quebec operation grows
• You’re able to run your area without waiting for your manager to tell you what to look at every day