
Customer Support Manager & QA/Training Lead – Remote - Bilingual (Canada)
Inner Circle Agency
Full time
Customer Support
Canada
Hiring from: 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
Required:
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
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)
- 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
- 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
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