Bilingual Bluelink/CR Team Lead

WHAT YOU WILL DO This role is a prime opportunity to dive into Connected Car technology and help shape Hyundai’s vision for delivering the best customer experience in the industry. The purpose of this role is to champion Hyundai’s commitment to delivering exceptional customer experience by supporting both internal and external customers with professionalism, care, and accuracy. The Bilingual Bluelink/CR Team Lead provides coaching, guidance, and direction to Bluelink Agents (T1) and Customer Relations Coordinators (T2) to ensure high quality information gathering, effective case handling, and timely resolution of escalations. This position is divided evenly between Bluelink and Tier 2 Customer Relations responsibilities, requiring a balanced focus on operational excellence, service quality, and continuous improvement. Through strong collaboration, proactive communication, and a customer first mindset, the Team Lead helps uphold Hyundai’s brand values of innovation, integrity, and exceptional care. HOW WILL YOU MAKE AN IMPACT 50% Bluelink Component  Liaison between Tier 1 Vendor and the Bluelink product team to communicate product understanding and updates, and to ensure key KPIs are reviewed and met, and identify key customer concerns Analyze T1 reporting and identify areas of opportunity Facilitate training to T1 on Bluelink product information and updates. May require on-site visits to T1 vendor (currently in Winnipeg) Ensure customer escalations between T1, and internal stakeholders and product/technology teams are handled efficiently and effectively Handling customer escalations brought forward from HAC executives Provide general communications and updates to T1 Ensure proper handling of DCMs by T1 and dealer responses Manage Terms & Conditions and Privacy processes Handle Privacy requests for information as per PIPEDA Update process documents for agents to access Liaise with QA on product updates and fixes 50% Core CR & Recall Component Complete monthly VOC report Complete ad hoc T1/T2 reports, as required Crosstrain with T2 Team Lead to provide leadership and guidance to tier-2 Customer Relations Coordinators by monitoring workload, and performance to ensure quality is maintained and that learning opportunities are provided Assist, as needed, in managing tier- 2 escalations, and ensuring customer satisfaction is achieved Assist the development of the team and support Customer Relations Coordinators in case handling including escalated cases, complaints and questions as necessary Ensure delivery of consistently superior customer service experience and act as communication conduct between Customer Relations Coordinators and Management Liaise with Zone offices, Dealers and appropriate parties internally for case investigation Assist the Customer Relations Manager with identifying trends, issues, and analysis of T2 operations Identifies opportunities and offers suggestions to resolve issues identified by customer data analysis Lead and support continuous process improvement initiatives by assessing workflows, identifying efficiency gaps, and collaborating with cross functional teams to implement enhancements Participate in departmental and enterprise projects as assigned, ensuring timely execution, clear documentation, and alignment with Customer Relations and Bluelink operational goals Foster an engaged and positive team environment by celebrating wins, promoting collaboration, and making work enjoyable while staying focused on team goals WHAT YOU WILL BRING TO THE ROLE Completion of a secondary school diploma and college, e.g., diploma / certificate / trade license or an equivalent combination of experience and education. 5-7 years of relevant experience in same or similar function Excellent oral and written communication skills in both English and French. Good MS Office skills Excellent supervisory/coaching skills Good conflict resolution skills. May require 2-3 on-site visits per year to T1 vendor (currently in Winnipeg)