Foundever® is a global leader in the customer experience (CX) industry. With 150,000 associates across the globe, we’re the team behind the best experiences for +800 of the world’s leading and digital-first brands. Our innovative CX solutions, technology and expertise are designed to support operational needs for our clients and deliver a seamless experience to customers in the moments that matter.
Supporting +9 million customer conversations every day in +60 languages across 45 countries, Foundever combines global strength and scale with the agile, entrepreneurial approach of our founder-led culture, enabling companies of all sizes and industries to transform their CX.
Winner of Comparably’s Award for Best Global Culture in 2024, 2023, 2022 and 2021
Gold Stevie Award Winner for Great Employers in 2024 and 2022
We foster an exciting culture of creativity, connection, and commitment
Read more about our culture: Foundever® Stories.
This role may involve the use of approved artificial intelligence (AI) tools to support day to day tasks, improve efficiency, and enhance decision-making. Examples may include automated workflows, data supported recommendations, drafting or summarization tools, or candidate/employee interaction tools (as applicable to the role).
This opportunity represents an existing vacancy supporting current business operations.
Provides day-to-day operational support and program management.
Responsible for client communication, program development, maintenance and analysis.
Supports all impacted internal organizations by providing advanced information and specifications.
Primary escalation path for most complex customer inquiries.
Interprets requests and determines appropriate course of action.
Conducts research to resolve problems.
Recommends process improvement to assure client satisfaction.
Follows up to insure issues resolved and improvements implemented
Meetings with client as necessary. Primary program specific client contact. Relay of escalations from client/follow-up. Research and follow up on issues. Research root causes/resolutions
Facilitate delivery of reports. Submission of new processes/procedures. Posting new processes/procedures. Timely handling of client requests. Work to ensure client confidence
Act as internal program and project manager. Work to design “best practices” solution sets. Field questions about processes/procedures. Follow up on new processes/ procedures to ensure changes understood.
Other duties as assigned.
Knowledge of technology industry and basic understanding of general business management.
Leadership skills with ability to support and mentor more junior team members.
Analytical and problem-solving skills.
Strong communication and presentation skills.
Strong interpersonal skills focused on client satisfaction.
Ability to use a computer to complete daily duties
One to three years in industry-related sales; account management preferred.
Four-year degree in business-related field or an equivalent combination of education and experience.
The base pay range for this position is up to CAD 43000 per year; however, base pay offered may vary depending on location, job-related knowledge, education, skills, and experience.
Offers of employment are conditional and require that you complete and pass a criminal background check that reviews all criminal activity in every area of residence for the last seven years.
Foundever® is committed to selecting, developing, and rewarding the best person for the job based on the requirements of the work to be performed and without regard to race, age, color, religion, sex, creed, national origin, ancestry, citizenship, disability/handicap, marital status, protected veteran status, uniform status, sexual orientation, pregnancy, genetic information, gender identity and expression, or any other basis protected by federal, state or local law. The Company forbids discrimination of all kinds, whether directed at Associates, applicants, vendors, customers, or visitors. This policy applies to all terms and conditions of employment, including recruitment, hiring, promotion, compensation, benefits, training, discipline, and termination.
Foundever® is the next-generation service leader reinventing customer experience (CX). Our 150,000 people working across +45 countries partner with industry-leading brands to deliver integrated CX, digital operations and data solutions.
Each year we power 3.3 billion conversations in +60 languages to help more than 800 of the world’s top brands keep their promise in the moments that matter most. We simplify the complex CX landscape with scalable solutions that deliver seamless human experiences and solve real business and industry challenges. Using our people-led, technology-enabled and data-powered approach, we optimize and transform the customer and agent experience – changing the way things are done.
