Technical Customer Service Manager

Customer supportFull TimeMontreal, QC

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TECHNICAL CUSTOMER SERVICE MANAGER


Employment Type: Full-time

Location: Montreal, QC, Canada

Perks & benefits: We have a lot! Scroll down :)


Are you a talented Customer Service Manager with an appreciation for problem solving?


As a Technical Customer Service Manager, you will be responsible for offering a great customer service experience and for promoting this idea throughout the organization. You will engage customers and facilitate growth by taking ownership of customer issues and following the problems through their resolution.


What you’ll do


  • View and allocate the tickets by application and define priorities.
  • Define campaigns for customer satisfaction.
  • Define policies for product upsell.
  • Define FAQ to reduce inquiries.
  • Monitor and audit calls and ticket responses.
  • Provide framework to follow until issue resolution.
  • Prepare monthly reports and define a list of enhancement and hard fixes for each app.
  • Work in collaboration with the product manager and engineering team to provide next level experience.
  • Ability to define, respect and improve the Service-level agreements(SLAS).

What you’ll need


  • Experience providing a world-class customer experience.
  • Ability to increase customer satisfaction, loyalty and retention.
  • Ability to coach the team members to provide excellent customer services by encouraging active listening, empathy and a positive & problem-solving attitude.
  • Take ownership of escalations.
  • Develop service procedures, policies and standards.
  • Keep accurate records of customers’ intel.
  • Maintain an orderly workflow according to priorities.
  • Define processes to automate.

Bonus points for...


  • Strong client-facing and communication skills.
  • Advanced troubleshooting and multi-tasking skills.
  • Product company experience.
  • Empathy, exceptional customer service skills, patience, and attention to detail.
  • A positive attitude and ability to work under pressure.
  • Collaborative and adaptable team player.
  • Exceptional communication, presentation and organizational skills.
  • Awareness of the industry’s latest technology trends and applications.
  • Bilingual (Spoken French & English).
  • Hobbies & a sense of humour!

Who we are


Modd is a team of software developers focused on creating, maintaining and supporting apps on the Shopify platform. We strive to deliver the best service and we’re constantly adding to our app repertoire.

Modd is a sister company of diff, a full-service ecommerce agency that provides retailers with end-to-end solutions to help drive their business growth. As one of the world’s top Shopify Plus Partners, diff creates best-in-class Shopify stores with custom themes, integrations, apps and operational tools.


Certified by Great Place to Work Canada for a company with more than 100 employees, diff is known for its inclusive values and a corporate culture that helps people reach their full potential. Our values? respect, collaboration, creativity, accountability and excellence. We are the most technical ecommerce agency in the Shopify ecosystem with 8 years of experience and a team of 80+ in-house ecommerce geeks servicing more than 250 clients across the globe, with 3 offices in Montreal, Toronto and New York.


To learn more about modd, please visit modapps.com.

To learn more about diff, please visit diffagency.com


Our tech stack

  • Service Desk
  • Jira Portfolio
  • Google Suite
  • Jira
  • Confluence
  • Slack

Bells & whistles


There’s a lot to love about working at a place where we do things a little differently. For starters, we see our team members as people, not as employees, and we foster a culture that encourages everyone to be their best selves. From our benefits package to the opportunities we provide for personal growth, we give our fellow team members the chance to evolve in a workplace that’s healthy, supportive and fun.


  • Medical, dental & life insurance!
  • Discount on Public Transport
  • Private gym on site
  • Cellphone allowance
  • Yoga courses twice a week
  • Bootcamp classes once a week
  • Boxing classes once a week
  • Jiu Jitsu classes once a week
  • MacBook Pro / Lenovo Thinkpad for business and personal use.
  • Ability to work from home on an as-needed basis, sometimes life gives you lemons
  • Monthly fun company events (movie nights, go-karting, escape games, laser quest, rock climbing, picnics, etc!)
  • No dress code, but please wear pants :)

This position is located in Montreal, QC, Canada. Our culture requires all members of the team to commute to the office as this is where you will be interacting with the other members of the team.


Please submit a copy of your CV along with a cover letter outlining why you are a good fit for us. We are excited about the possibility of meeting you!!


Modd is an Equal Opportunity Employer.