Customer Support Manager & QA/Training Lead – Remote - Bilingual (Canada)

Job Title

Customer Support Manager & QA/Training Lead – Remote (Canada, Quebec preferred)

Job Location:

Remote, Canada (Quebec preferred)

In-Office, Hybrid Or Remote

Remote

Languages

Bilingual English & French required

Employment Type

Contractor/Retainer (full-time dedicated role)

About The Client

Inner Circle Agency is hiring on behalf of a leading marketing agency with a strong presence in Canada and the U.S. The agency has just signed a major contract with one of the world’s largest corporations to launch a new subscription-based consumer brand. The first rollout begins in Toronto, with expansion to Montreal/Quebec close behind. The brand will be built on Shopify and supported by a dedicated creative and growth team.

Role Overview

We are seeking a Customer Support Manager & QA/Training Lead to build and lead the customer support function for this new subscription-based energy brand. This is not a maintenance role, it’s a build-from-scratch opportunity. You will design tools, processes, training, and QA frameworks, then recruit and manage the first customer support agents as the team scales.

This role requires a balance of hands-on execution and leadership, ensuring every process is set up to deliver exceptional customer experiences across both English and French markets.

Key Responsibilities

• Build and implement the customer support function for a new Shopify-based consumer brand
• Develop and oversee workflows, tools, documentation, and knowledge bases
• Hire, train, and lead the first 3 customer support agents, with the team expected to grow quickly
• Establish QA processes and performance standards, ensuring quality in every interaction
• Manage day-to-day operations during the brand launch
• Provide insights from customer feedback to guide product, operations, and marketing strategies
  
  

Qualifications

Required:

• 5+ years in customer support management, ideally in consumer/CPG brands
• Proven experience building support operations from scratch (Shopify/eCommerce experience a strong asset)
• Strong background in QA frameworks, training programs, and agent development
• Project management skills with ability to move quickly under deadlines
• Bilingual fluency in English and French (spoken and written)
  
  

Preferred

• Experience with subscription-based or high-volume eCommerce brands
• Familiarity with platforms such as Zendesk, Gorgias, Freshdesk
• Knowledge of Canadian consumer expectations in both English- and French-speaking markets
  
  

What The Client Offers

• The chance to build and scale a customer support function from day one
• A key leadership role in shaping customer experience for a high-growth brand
• Remote-first contractor/retainer setup with competitive pay
• Opportunity to join during a high-growth period
• A collaborative, bilingual culture