About the Role
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, with occasional travel
Flexible schedule, with in-person presence needed to coordinate the team
About the Company
beRobox Development Mission
At beRobox, we are revolutionizing palletizing with the simplest and most innovative solution on the market. We push the limits of industrial technology with our STACKIT platform, seamlessly and intelligently integrating robotic components. Our mission is to implement bold ideas and fast prototypes to deliver advanced, highly efficient interfaces.
Interested in becoming the voice of beRobox to our customers? Send us your resume at rh@berobox.com!
We can't wait to meet you.