BIS Safety Software

Customer Support

• Deliver exceptional technical support to customers via phone and email, ensuring timely and effective resolution of inquiries.
• Build trusted relationships with customers by providing friendly, knowledgeable, and solution-focused support.
• Troubleshoot software issues and guide customers through best practices to help them get the most out of the BIS Safety Software platform.
• Educate customers on software features and functionality through clear explanations and product guidance.
• Document customer inquiries, feature requests, and enhancement ideas to support continuous product improvement.
• Test new features and software updates to ensure quality and functionality before release.
• Partner with Development and other internal teams to resolve complex issues and advocate for customer needs.
• Identify opportunities to improve internal processes, support documentation, and the overall customer experience.
• Monitor recurring customer trends and feedback to help drive continuous improvements across the business.
• Contribute to a collaborative, customer-focused team by participating in daily meetings and sharing knowledge with colleagues.

Software Support Representative

• Lead and support the Customer Experience team
• Host regular one-on-ones to coach and develop team members
• Manage day-to-day operations including scheduling, call/ticket reviews
• Analyze team performance metrics and use data to inform decisions
• Provide hands-on support with calls and tickets as needed
• Serve as a key point of contact for team member questions
• Support the rollout and adoption of new tools and technologies
• Champion stability and growth through proactive engagement

Customer Experience Team Lead

Compliance

• Lead the Risk and Compliance Function: Provide direction, structure, and oversight to ensure effective execution of all compliance and risk initiatives.
• Identify, Assess, and Mitigate Risks: Partner with teams to proactively identify, assess, and address operational, IT, and data privacy risks.
• Collaborate Cross-Functionally: Work with developers, customer support, and team leads to close gaps and implement effective risk mitigation strategies.
• Build and Improve Compliance Frameworks: Develop, maintain, and continuously enhance frameworks, processes, and procedures aligned with evolving standards and regulations (PIPEDA, COPPA, GDPR).
• Strengthen Software Security: Lead and support software updates to improve security controls and maintain regulatory compliance.
• Lead Audits and Assessments: Coordinate third-party audits and conduct internal assessments, including SOC 2 and PCI DSS.
• Manage Security Incidents: Oversee incident response, including investigation, reporting, communication, and remediation.
• Report and Communicate: Prepare and present clear compliance reports and documentation for internal and external stakeholders.
• Deliver Training and Awareness: Promote a strong culture of data security through training and team enablement.
• Lead and Develop the Team: Mentor team members, support their growth, and build accountability within the function.
• Engage with Clients and Vendors: Act as a key point of contact to meet security and compliance requirements.

Software Support Representative

Customer Experience Team Lead

Risk and Compliance Team Lead