Head of Customer Support

At beRobox, we design robotic solutions that change the way our clients work. But behind every machine we deliver, there's a relationship with our customers to maintain — and that's exactly where you come in.

Are you organized, good with people, and looking to build something meaningful? That's exactly what we're looking for in our next Head of Customer Support. You'll be the face of beRobox to our customers — the person who makes sure every interaction, whether it's a call, a ticket, or an on-site service call, goes smoothly from start to finish.

This is, above all, a role focused on management, coordination, and leadership, with real room to grow a department that's expanding fast.

Your day-to-day

• Be the main point of contact for our customers on everything support-related
• Manage and grow a small team (2 people to start, expected to grow)
• Plan customer service calls, installations, and the dispatching of technical resources
• Coordinate installation subcontractors, both operationally and financially
• Oversee the ticketing system and support phone line
• Ensure follow-up on invoicing for services and parts sold
• Escalate more complex cases and keep management informed of customer trends
• Help evolve the department into a structured line of business: 24/7 service, a "Membership"-type offer, AI tools (self-diagnostics, automated chat)
• Act as an internal advisor to help guide certain product decisions, drawing on your view from the field

What we're looking for

• 3 to 5 years of team management experience in customer service or customer support
• A natural talent for organizing, planning, and staying on top of multiple files at once
• Excellent interpersonal skills — you're just as comfortable with an anxious customer as with a demanding manager
• Experience in logistics coordination or dispatching service calls
• Experience in manufacturing or any other field relevant to the role
• Fluent English and professional-level French
• Knowledge of the technical field or robotics is a plus

What makes you the right fit

You naturally embody our three core values: agility, commitment, and enjoyment. You like when things run smoothly, you stay calm when a customer needs reassurance, and you're excited to play a key role in growing this department.

The details

• Permanent, full-time position (40 hrs/week, Monday to Friday)
• Based in Sherbrooke, QC — occasional travel possible
• Flexible schedule, with in-person presence needed to coordinate the team

Interested in becoming the voice of beRobox to our customers? Send us your resume at ***email_hidden***!

We can't wait to meet you.