Customer Support Team Lead (French and English)

EverHelp is a team of professionals developing outsourcing support services for products all over the world at a dynamic pace. The project launched in 2021, and last year we experienced a yearly growth rate of +82%. Since February 2022, we've managed to preserve all our workplaces and continue to strengthen our team while maintaining an employee satisfaction rate of over 90%. In 2026, EverHelp received 9 international workplace and employer awards. The company ranked #1 in the Top 30 Inspiring Workplaces in Europe, was named the #1 employer among European companies with 500–4,999 employees, and earned Best-in-Class recognition across 6 categories: Culture & Purpose, Leadership, Inclusion & Belonging, Wellbeing, Employee Voice, and Employee Experience. EverHelp was also named one of the 28 Best Places to Work by Business Intelligence Group — a global award recognizing companies with strong workplace cultures and outstanding employee experience. Our statement: We’re against war and unjustified aggression; We evacuated teammates and their families from the frontline, helped them find a new place to live, and provided financial support; We provided the team with charging stations; We continue to work together for the future of Ukraine. We’re launching a new collaboration with a fast-growing home goods e-commerce brand serving customers across the US and Canada, and we’re looking for a Bilingual Customer Experience Team Lead to join the project. In this role, you’ll lead a Customer Experience team supporting customers in English and French , ensure strong team performance, maintain high service standards, and build effective day-to-day collaboration with the client. Your future responsibilities include: Lead and support the Customer Experience team across phone, email, and live chat; Monitor team performance and key service metrics, identifying gaps and taking timely action; Coach and develop team members through regular 1:1s, feedback, and performance discussions; Conduct quality reviews and support the team with complex or escalated customer cases; Ensure reliable team attendance, coverage, and day-to-day operational performance; Maintain close communication with the team, sharing updates, risks, escalations, and recurring customer issues. Needed experience & skills: At least 1 year of experience in a Customer Support / Customer Experience leadership role ; French — B2/C1 or higher , with strong comprehension of Quebec French; English — B2/C1 or higher ; Strong people-management, coaching, and de-escalation skills; Experience working with customer support KPIs and team performance; Excellent communication, problem-solving, and multitasking skills; High level of ownership, reliability, and ability to work effectively in a fast-paced environment; Availability to work according to North American business hours ( 9 am - 5:30 pm EST ). For candidates based in Ukraine, this may include evening and/or night shifts. Nice to have skills: Experience in retail or e-commerce customer support; Experience with Zendesk, Shopify, WooCommerce, ClickUp, or similar tools; Previous experience working with US or Canadian customers. Work with EverHelp is about: 20+ vacation days and 10 sick leaves; Ability to work fully remotely; A professional team of specialists who are ready to share their expertise and support your development; Opportunity for career growth. 32% of our teammates obtained a new role during their first year of work in our company, and 86% of our Team Leads previously worked as Customer Support Agents;