Customer and Client Support Lead - Canada
About InDebted: InDebted provides future-thinking organisations with products and solutions to support overdue consumers through debt. Backed by technology with a human touch, we use machine learning and AI to personalise the collections journey and champion positive customer experiences — all so we can change the world of consumer debt for good.
Founded in Australia, today we're a team of over 300 people living and working around the world. We're rapidly expanding throughout North America, the United Kingdom, Europe, Latin America and the Middle East. We’re a $50m revenue (and growing) organisation, having recently completed our Series C funding round, backed by leading investors such as Airtree. Now is an exciting time to join the team as we continue to make the experience of debt resolution smoother, and more human.
Role Overview: As we scale our operations for the Canadian market, we’re looking for an exceptional Generalist Customer and Client Support Lead to manage our customer teams and drive performance in this critical market. The Generalist Customer and Client Support Lead will oversee the day-to-day operations of our digital and voice customer teams in Canada. This includes managing inbound and outbound communications across multiple channels (voice, email, SMS, live chat, and web forms), ensuring SLAs and performance expectations are met, and driving initiatives in consultation with the Managing Director and R&D to optimise collections performance for Canada. This role is critical in ensuring licensing is up to date, supporting and developing agents, and collaborating with the Managing Director to resolve client issues to achieve goals for the Canadian market.
Operational Management
- Oversee day-to-day operations of the digital and voice customer teams for Canada.
- Manage communication volumes across inbound and outbound channels, ensuring SLAs are consistently met.
- Ensure processes and agent training is set up to deliver on all Canadian client expectations, including cross training of agents across multiple clients based on fluctuating volumes.
Leading Outbound Voice Trial and Scale Up
- Partner with the Managing Director and the Data team to design and implement outbound voice campaigns for Canada with a focus on improving liquidations rates for Canadian clients.
- Hire a team of high performing voice collections agents and scale the team based on the goals set for Canada.
Agent Support and Development
- Provide coaching and support to customer agents to enhance performance and professional growth.
- Monitor and evaluate team performance, identifying opportunities for training and development.
Licensing Oversight
- Manage the relevant licensing requirements and regulations in Canada.
Client Issues Management
- Work closely with the Managing Director on client issues and strategy development.
- Translate client strategies into actionable plans and execute them effectively.
Qualifications and Experience
- Proven experience managing customer support or collections teams in a digital and/or voice environment.
- Strong operational management skills with experience in handling high communication volumes across multiple channels.
- Knowledge of compliance and licensing requirements in the Canadian debt collection or financial services industry.
- Exceptional interpersonal and coaching skills to support and develop teams effectively.
- Data-driven mindset with the ability to analyze performance metrics and develop strategies to improve outcomes.
- Strong collaboration skills and the ability to work closely with leadership on strategic initiatives.
Preferred Skills
- Experience in a remote-first, fast-paced environment.
- Familiarity with outbound voice campaigns and their optimization for performance improvement.
- Understanding of customer-centric approaches in the debt collection or financial services sector.
Our benefits packages vary depending on region and role requirements. Our talent acquisition team will be able to share more during the recruitment process.
At InDebted, we respect and celebrate the unique attributes, characteristics, and perspectives that make each person who they are. We also believe that bringing diverse individuals together allows us to build better products and a better overall company. InDebted is an Equal Opportunity Employer.
For Recruiters: We appreciate the interest of all candidates and recruitment agencies, however for this role we are managing this hiring process internally and will not be accepting applications through recruitment agencies. Thank you!
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