Manager, Client Experience Technical

TL;DR

Manager, Client Experience Technical (BPO): Maintaining and nurturing client relationships while developing Team Captains for operational success with an accent on SLAs, KPIs, performance reporting, and process improvements. Focus on managing global teams, cross-functional collaboration, people development, and ensuring client satisfaction through strategic advising and escalation handling.

Location: Hybrid Toronto, Ontario, Canada

Salary: CAD 6880.00-8600.00

Company

Global B-Corp dedicated to world-class client experiences and creating dignified work opportunities, with over 1,000 team members across five countries aiming to grow to 5,000 by 2027.

What you will do

• Develop authentic client relationships, act as strategic advisor, and manage key communications and performance reviews.
• Manage Team Captains, monitor SLAs and KPIs, oversee hiring, onboarding, training, and performance management.
• Handle day-to-day client communication, escalations, contracts (MSAs/SLAs), invoicing, and business reviews.
• Collaborate with departments like Implementation, Finance, IT, People Experience, and Operations.
• Maintain tools, generate reports using data, and drive process improvements and continuous feedback.
• Foster hirify.global culture, promote growth, and ensure operational excellence across global teams.

Requirements

• Hybrid in Toronto, Ontario, Canada
• Bachelor's/College Degree in any related field.
• 2+ years in client-facing role, BPO/staffing/tech/business services, and people management.
• Analytical thinker with strong attention to detail, passionate about client satisfaction.
• Proficient in Google Suite (Gmail, GDrive, Sheets, Slides, Docs) and Excel for reporting.
• Excellent communication, problem-solving, presentation, and stakeholder management skills.

Nice to have

• Experience with Hubspot, Zendesk, TalkDesk, Shopify applications.

Culture & Benefits

• United by values: Authenticity, Curiosity, Dynamic, Ambitious Vision with Operational Excellence, Empathy.
• Global team focused on meaningful connections, growth, and bolder impact.
• Opportunities for learning, development plans, continuous improvement, and career growth.