Reporting to the Director of Digital Marketing, the Team Lead, Customer Support will be responsible for leading our support team and strategically optimizing our workflows to enhance customer satisfaction and retention. and visibility across our portfolio.

Team Leadership & Performance Management:

• Mentor, coach, and develop a team of Customer Support agents, fostering a culture of excellence, proactivity, and continuous improvement.
• Manage agent schedules, ticket assignments, and workloads to ensure optimal coverage and rapid response times.
• Develop and manage performance metrics (KPIs), leaderboards, and quality assurance programs to motivate the team and track success.

Process Optimization & Strategy:

• Lead the continuous improvement of support workflows, processes, and tools to increase efficiency and the quality of service.
• Analyze customer interactions and ticket data to identify trends, pinpoint friction points, and develop strategies to improve customer satisfaction and retention.
• Serve as the primary escalation point for complex or sensitive customer issues, ensuring timely and effective resolution.

Cross-Functional Collaboration:

• Act as the voice of the customer by collaborating closely with the Product and Broadcast teams.
• Provide valuable, data-backed feedback to help improve the user experience and prevent common issues proactively.
• Work with marketing and sales to ensure a consistent and high-quality customer experience across all touchpoints.

• 3-5 years of experience in a customer support role, with demonstrated experience in a senior, mentoring, or leadership capacity.
• Strong experience with Zendesk.
• Excellent communication and interpersonal skills, with a talent for clear coaching and effective cross-functional collaboration.
• Familiarity with creating and managing customer satisfaction (CSAT) or Net Promoter Score (NPS) programs.
• A proactive, problem-solving mindset with a passion for improving both the customer and agent experience.
• Bilingualism (French and English) is required.

• Direct experience supporting B2C products, particularly mobile apps or digital subscription services.
• A strong understanding of the customer lifecycle and how support interactions impact business metrics like conversion, engagement, and retention.
• Experience in a SaaS, technology, or media company.

• A cool office in Montreal & a hybrid work policy
• Share purchase plan (with a contribution from Stingray)
• Access to virtual healthcare
• Stingray café with breakfasts and snacks offered every day
• Free fitness classes offered weekly
• Access to private nutrition & wellness advising
• Free language classes
• Summer hours
• Milestones celebrated with our loyalty program
• 5@7 and vibrant social events
• And much more!

Montreal-based Stingray Group is a leading music, media and technology company with over 1,200 employees worldwide. Our offices are located in the Old Port of Montreal just minutes from the Lachine Canal bike path, a prime location for picnics or a jog at lunch time.

Stingray supports the principles of Employment Equity and is committed to ensuring our workforce is representative of the communities we serve and in which we operate. Women, Aboriginal peoples, persons with disabilities and visible minorities are encouraged to apply and to self-identify so we can work towards full representation of those groups within our company. 

Not the job for you? Go to jobs.stingray.com to consult other available positions and learn more about Stingray, we’re always on the lookout for new talent.