Customer Service Representative in Quebec supporting insured clients and brokers with calls and emails. No sales involved, focused on customer service and support in a collaborative environment.
About the role
- Head of Customer Support leading a three-person team managing client escalations and support processes at Passage Health. Driving innovation in customer care for autism services through technology and strategy.
Responsibilities
- Lead & Develop: Grow and mentor a high-performing customer support team, fostering engagement, accountability, and a culture of continuous improvement.
- Manage Client Escalations: Serve as the escalation point for complex customer issues — guiding conversations, quickly resolving challenges, and ensuring an exceptional experience.
- Build the Future Stack: Implement and optimize AI-driven tools that elevate and automate the support experience.
- Drive Strategy: Design scalable systems, processes, and knowledge platforms that improve efficiency and customer satisfaction.
- Be the Voice of the Customer: Partner closely with the Product and Engineering teams to translate real customer feedback into actionable insights that shape the product roadmap.
- Measure & Improve: Use data to track performance, uncover trends, and continuously optimize the support function
Requirements
- 3+ years in customer support, consulting, or operations — ideally in SaaS or health tech.
- Proven leadership experience with a passion for team growth and development.
- Analytical, strategic, and customer-obsessed mindset.
- Curiosity for emerging technology and excitement to design and implement an AI-driven support ecosystem.
- Strong judgement and collaboration skills, enabling you to influence cross-functional teams and deliver lasting results.
- Bias toward action and ownership — able to drive your own workstreams, make decisions, and execute with little direction.
- Ability to serve as a trusted right hand to the Head of Customer Success, partnering on strategy, operations, and high-impact initiatives.
- Resilient and proactive, thriving on complex challenges in fast-paced, unstructured environments.
- A personal connection to autism or autism care is a plus.
Benefits
- Competitive salary and equity compensation
- Healthcare, dental, and vision benefits
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