Lead, Client Services - Bilingual (Hybrid)

Location: Toronto, ON, Canada; hybrid role with a home office setup, high-speed internet, and availability during core business hours. In-person interviews are required throughout the recruitment process.

Salary: $80,000–$110,000 CAD annually, with potential discretionary bonuses, incentives, and restricted stock units.

Company

hirify.global provides technology and services supporting financial institutions and their clients.

What you will do

• Serve as the primary contact for large bank and brokerage clients, maintaining relationships and supporting satisfaction, retention, and product adoption.
• Coordinate with Support, Product, Delivery, and technical teams to resolve inquiries, incidents, service requests, problems, and changes.
• Conduct business reviews, report service-level agreements and incident updates, and communicate customer success milestones.
• Guide clients through releases, implementations, demonstrations, best practices, and tool usage.
• Analyze product usage data, identify trends and expansion opportunities, and share actionable insights.
• Improve processes and communication, including seeking automation opportunities with Agentic AI.

Requirements

• At least 5 years of bilingual French and English experience in a customer-facing customer service role.
• Experience building client relationships and acting as a business partner and trusted advisor.
• Experience with financial services technology and products.
• High-level understanding of Canadian taxation and various tax slips.
• Strong written and verbal communication in French and English, time management, and client relationship skills.
• Ability to manage multiple priorities, solve problems, multitask, and work with strong attention to detail and analytical rigor.
• Canadian Securities Course and a bachelor's degree or equivalent.
• Microsoft Office Suite and Agentic AI knowledge.
• Availability to work after hours and weekends and participate in on-call coverage for major incidents and project implementations.

Culture & Benefits

• Hybrid work arrangement with resources to support effective work from home.
• Medical, dental, life, and vision insurance, with medical coverage starting immediately upon hire.
• RRSP program with company match, paid parental leave, and competitive vacation days.
• Equal opportunity, accessibility, and accommodation support are provided.
• Employment verification, education verification, credit inquiry, and Canadian criminal record checks are required.

Hiring process

• Attend in-person interviews throughout the application process.
• Complete the required background check through a hirify.global service provider.
• Applications must be honest and accurate; falsification or misrepresentation results in disqualification.