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GardaWorld is the largest privately-owned security services company in the world. We offer first-rate security solutions and professionals to protect people, assets, and reputation globally.
Mission
The Customer Experience Manager will oversee the optimization of Freshdesk (ticket management) and its integration with existing systems. They will play a key role in continuous process improvement, ensuring alignment between these tools and other internal systems. Additionally, the manager will lead the integration team and identify opportunities for automation and self-service solutions.
Your Responsibilities
- Oversee configuration, customization, and maintenance of our case management system (FreshDesk) to streamline workflows and improve efficiency.
- Design and implement automation rules and reporting to enhance support operations.
- Optimize self-service resources, including knowledge bases, chatbots, and FAQs, to empower customers and reduce support volume.
- Collaborate with third-party and internal stakeholders to integrate the case management system with internal tools, ensuring a unified customer experience.
- Develop and standardize customer onboarding processes, creating training materials and documentation for internal teams.
- Analyze customer support metrics to identify trends, pain points, and opportunities for improvement.
- Lead initiatives to refine customer journeys, working cross-functionally to implement data-driven enhancements.
- Provide managers with analytical insights and feedback to improve team performance and meet customer expectations.
- Perform quality control activities and provide feedback to customer service managers to enhance team performance.
Your Profile
- Bachelor's degree in Business, Communications, or a related field.
- 3-5 years of experience in customer service, preferably within internet-based or SaaS businesses such as FreshDesk.
- 2-3 years of team management experience preferred.
- Strong leadership skills with experience managing customer service teams.
- Deep understanding of call center technologies, including phone systems, IVRs, chat platforms, AI, CRM/ticketing tools, and workforce management solutions.
- Proven ability to analyze customer service metrics and drive performance improvements.
- Exceptional communication, coaching, and problem-solving skills.
- Bilingual (French/English).
What We Offer
- Competitive salary and sales bonus.
- Insurance: drug, vision, dental, life, disability.
- Pension plan.
- Employee assistance program.
- Wellness program.
- Corporate discounts.
- A permanent position with stimulating projects.
- Hybrid work system: work from home and office.
- Flexible schedules respecting your privacy.
- Entrepreneurial culture for sharing ideas and professional growth.
- Inclusive, family-like atmosphere for skill development.
About GardaWorld Cash Services
GardaWorld Cash Services provides end-to-end cash transportation solutions in North America, managing over $8 billion in cash daily across various sectors. Headquartered in Boca Raton, Florida, with operations in Montreal, Quebec, our team includes over 10,000 professionals supported by advanced technology and 24/7 customer support.
Additional Details
- Seniority level: Mid-Senior level
- Employment type: Full-time
- Job function: Other
- Industry: Security and Investigations
