Customer Service Lead

Indigo is a physical and digital place inspired by and filled with books, ideas, beautifully designed lifestyle products, and the creative people who help make it all happen. Indigo is our customer’s happy place – for joyful moments of discovery and to connect with people who share their passion for reading, their belief in ideas, and their commitment to making the world a better and more beautiful place. We Will be Customer Centric. We Will Be Data Driven – System Thinking – Entrepreneurial. We are Committed to Caring About Each Other, Our Communities, Our Environment. Indigo is a physical and digital place inspired by and filled with books, ideas, beautifully designed lifestyle products, and the creative people who help make it all happen. Indigo is our customer’s happy place – for joyful moments of discovery and to connect with people who share their passion for reading, their belief in ideas, and their commitment to making the world a better and more beautiful place. We Will be Customer Centric. We Will Be Data Driven – System Thinking – Entrepreneurial. We are Committed to Caring About Each Other, Our Communities, Our Environment. The Customer Operations Leader – Store Experience is responsible for leading the execution of work that contributes to the customer experience and omni sales results. They provide coaching and feedback to Customer Experience Representatives (CERs) on Indigo’s customer service model and on suggesting and selling Indigo’s products, promotions, and programs to our customers. They ensure our customers have a frictionless experience of the store’s omni and payment operations. They help influence a store culture that promotes employee engagement, growth, and development. Coach and provide feedback to CERs on providing excellent customer service and to suggest and sell Indigo’s products, promotions, and programs Lead execution of activities to support strategic priorities, sales goals, and profitability targets Act as an advocate for the customer by placing them at the forefront of all decision‑making processes Proactively identify and anticipate customer expectations and needs Embrace and champion technology that creates high tech and high touch solutions for Indigo’s customers Support execution of experiential, marketing, and community elements of customer experience including social media, national and store-level author and kids events, store‑ level customer initiatives, and Indigo Love of Reading drives Lead execution of payment experience, including maintenance of cash office and payment desk Open and close store as well as responsibility for managing sales floor Participate in the joint health and safety committee and ensure health and safety of employees and customers is top priority Support the building of strong teams by participating in hiring activities, training new hires, and cross‑training existing team Support development of talent by providing feedback on team performance to managers Collaborate with others to drive flexible and just in time solutions Share technical knowledge with others and actively seek to learn from those more knowledgeable than yourself Help others see the impacts of their efforts and proactively engage other functions to receive input Encourage others to freely share their point of view and be open to feedback Celebrate diversity of thought and have an open mindset Take an active role in fostering a culture of continual learning and taking risks without the fear of making mistakes 1-2 years of experience in a customer service, merchandising or operations role ~ Demonstrated commitment to creating an exceptional employee and customer experience ~ Performance orientated ~ Ability to exercise good business acumen and systemic thinking that supports meaningful decisions ~ Ability to prioritize, plan and execute while being agile ~ Availability to work a flexible schedule, including evenings, weekends, and holidays ~ Ability to lift medium to large items, up to 40 pounds, while using appropriate equipment and safety techniques ~ Bilingualism (French/English) is required for all positions in Québec Indigo uses artificial intelligence (AI) tools to assist with certain aspects of the hiring process, such as screening and assessments. These tools support our team but do not replace human judgment. We regularly review these tools to help prevent bias or discrimination. At Indigo, Diversity, Equity, Inclusion, and Accessibility are core to our values. We integrate these principles into our training, policies, and hiring practices and continuously evolve to reflect the needs of the communities we serve. We welcome applicants from all backgrounds and lived experiences, including but not limited to individuals who identify as BIPOC (Black, Indigenous, and People of Colour), members of the 2SLGBTQIA+ community, and persons with disabilities. Our Candidate Privacy Notice explains how we collect,