Bilingual Bluelink/CR Team Lead
Date: Mar 4, 2026
Location: Markham, ON, CA, L3R 6H5
Company: Hyundai Motor Company
Hyundai Auto Canada Corp. is located in the heart of Markham, Ontario, and is a subsidiary of the esteemed Hyundai Motor Company of Korea. We are also a thriving hub of innovation, automotive excellence, and sheer driving passion. Our journey at Hyundai Canada takes us across the entire spectrum of automobiles, from subcompacts to luxurious premium sedans and the adventurous world of sport utility and crossovers. But we're about more than just cars. We're about crafting an exceptional experience that goes beyond the road.
Here at Hyundai Canada, we don't just hire team members; we embrace a team of individuals who are the driving force behind our growth and our unique culture. We're a dynamic, fast-paced environment where each day unfolds with fresh opportunities and exciting challenges. Our award-winning culture thrives on innovation, the exchange of new ideas, and a relentless pursuit of pushing boundaries.
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)
OTHER DETAILS
This posting is for an existing vacancy.
Hiring Range: $70,300 - $89,000
Starting salary is typically offered in the lower to mid portion of the range, with placement determined by the successful candidate’s skills, experience, and internal equity considerations. Candidates with exceptional qualifications and directly relevant experience may be considered for compensation up to the maximum of the range.
WHAT HYUNDAI CANADA CAN OFFER YOU
- Be part of an Award-Winning Culture
- Access Comprehensive Health and Dental Coverage from Day One, including up to $2,500 in Mental Wellness Benefits
- Take Advantage of RRSP Matching
- Participate in an Exclusive Car Leasing Program
- Benefit from Flexible Start Times
- Receive Competitive Paid Time Off
- Get Enhanced Maternity and Parental Leave Top-Up
- Explore Career Growth, Mentoring, and Tuition Support Opportunities
- Enjoy an Onsite Cafeteria and Game Room at our Markham Office
WHAT HAPPENS NEXT
Candidates will be reviewed on or before March 14, 2026.
STILL INTERESTED? WHY NOT APPLY?
If you are excited about this role, the automotive industry, or Hyundai Canada, why not apply? Even if you don’t meet every item listed above, or if you have never worked in automotive, we would love to hear from you. The secret to our recruitment success, real humans are reviewing resumes. There are no bots or algorithms in our process, so why not give it try and let us get to know you?
We are committed to providing employees with an experience that will help them grow and develop professionally. Ideal candidates are self-starters, team players and thrive in a dynamic environment. If you are looking to build your career with a growing organization where you can use your knowledge, skills and talents, consider joining our team.
Hyundai Auto Canada Corp. is committed to being an equal opportunity employer. We are also committed to meeting the needs of people with disabilities and their accessibility requirements. If you require accommodation during the interview process, please let us know and we will take all reasonable steps required to meet your accessibility requirements.
We thank all applicants for their interest; only candidates selected to proceed in the recruitment process will be contacted.