Bilingual Customer Support Lead (English/French)

About the Role

Maplecore Foods is hiring a lead for its Montreal consumer-care team: five agents answering product questions and quality complaints in French and English through Zendesk. You will coach the team, own escalations, and keep response times honest while staying close to the queue yourself. It is a hands-on leadership seat at a Canadian food company where consumer trust is the whole game.

What You'll Do

• Lead a team of 5 consumer-care agents handling roughly 400 French and English inquiries per week in Zendesk
• Own escalations for product-quality complaints, coordinating with QA and plant teams to close cases within 5 business days
• Coach agents through weekly 1:1s and monthly ticket reviews in both languages
• Track CSAT, first-response time, and resolution time, and report trends to the customer experience manager each month
• Maintain bilingual macros, help-center articles, and tone guidelines in Zendesk
• Plan weekday coverage, including peaks around product launches and promotions
• Step into the queue daily to take the most complex or sensitive cases yourself

What You'll Bring

• Full professional fluency in French and English, written and spoken, assessed during interviews
• 2-4 years in customer support or consumer care, including at least 1 year mentoring or leading agents
• Hands-on Zendesk experience: views, macros, triggers, and reporting
• Comfort owning sensitive escalations, including food-quality and food-safety complaints
• Working knowledge of Quebec French-language workplace requirements and the ability to run a French-first team
• Availability to work on-site in Montreal 2-3 days per week

Nice to Have

• Experience in CPG, food manufacturing, or another regulated consumer category
• Familiarity with CFIA labeling or recall processes
• Experience with QA scorecard tools such as MaestroQA or Klaus
• Exposure to social-media or review-channel support

Benefits & Perks

• Extended health and dental coverage
• RRSP with employer matching
• 3 weeks vacation to start
• Monthly Maplecore product box

About the Employer

Maplecore Foods is a Canadian food manufacturer making pantry staples and snacks sold in grocery stores across the country. From its Montreal headquarters, a team of about 300 people runs product development, production, and consumer care for brands found in most Canadian kitchens.