Customer Experience Manager

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 be responsible for overseeing 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. Concurrently, the manager will be responsible for managing the integration team and identifying and deploying opportunities for automation and self-service solutions.

Your responsibilities

• Oversee the 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 3rd party and internal stakeholders to integrate the case management system with house 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 insight and feedback to improve team performance and meet customers expectation.
• Perform quality control activities and provide customer service managers with feedback to improve the team performance and meet customers' expectation.

Your profile

• Bachelor's degree in Business, Communications, or a related field
• 3-5 years of experience in customer service required, preferably within an internet-based or SaaS business such as FreshDesk.
• 2-3 years of team management experience preferred
• Strong leadership skills with experience managing a customer service team.
• 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)

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 many stimulating projects
• A hybrid system: work at home and in the office
• Flexible schedules, we respect your privacy
• An entrepreneurial culture where you can share your ideas and grow professionally
• An inclusive, family atmosphere where you can develop your skills.

About GardaWorld Cash Services:
GardaWorld Cash Services is the leading provider of customized, end-to-end cash transportation solutions in North America, including secure transportation, cash management, safe deposit box processing, ATMs, and cash recycling services. As the largest cash transporter in Canada and the United States, we manage and move more than $8 billion in cash daily for the financial, commercial, government, and corporate sectors.

GardaWorld Cash is headquartered in Boca Raton, Florida, and GardaWorld Cash Canada is located in Montreal, Quebec. Our team includes more than 10,000 cash transportation professionals, secure branches, and processing centers strategically located across North America, supported by sophisticated technology, 24/7 customer support, and logistical expertise.