Team Lead, Customer Service

. Oversee daily customer service operations .

Posted 10/15/2026full-timeCanadaSeniorWebsite

Key responsibilities & impact

Oversee daily customer service operations
Lead, coach, and support a team of customer service representatives
Monitor daily workflows, queues, and service levels to ensure timely issue resolution
Handle escalated customer concerns with professionalism and urgency
Provide ongoing feedback, training, and performance coaching to team members
Assist with onboarding new employees and supporting team development
Track and report on key performance indicators such as response times, resolution rates, customer satisfaction, and productivity
Identify process improvement opportunities to enhance service quality and efficiency
Collaborate with other departments to resolve complex customer issues
Ensure compliance with company policies, procedures, and service standards
Support scheduling, workload balancing, and coverage planning

What you’ll need

Bachelor’s degree in business, communications, or a related field preferred
4+ years of customer service experience
1+ years of leadership, supervisory, or mentoring experience preferred
Strong problem-solving and conflict-resolution skills
Excellent verbal and written communication skills
Ability to manage multiple priorities in a fast-paced environment
Experience using customer service platforms, CRM systems, and Microsoft Office tools
Strong analytical skills with the ability to interpret performance metrics
Bilingual in English and French is an asset
Team leadership and motivation
Customer issue resolution
Coaching and employee development
Performance management
Process improvement
Time management and organization
Collaboration and cross-functional communication
Decision-making and accountability
Customer-focused mindset
Calm under pressure
Adaptable and proactive
Detail-oriented
Positive and professional attitude
May require flexibility in schedule based on team coverage and customer demand

Comp & perks