Customer Service Team Lead

Almost every single thing that you eat, wear, or use (yes, even that Pikachu-shaped baseball cap you secretly love to wear) is imported. But before it makes it past the border, there’s a final, looming hurdle: customs. A complex maze of regulations, enough documentation to bankrupt Dunder Mifflin, harmonized codes, and debates about Santa suit classifications stand between businesses and their products hitting the shelves.

Clearit Canada makes customs brokerage seamless for importers in the US and Canada with a modern, digital, frictionless platform. And we’re not alone; Clearit is a proud part of the Freightos Group, a logistics technology company that aims to make global trade frictionless. We work with some of the largest companies in the world, are regularly featured in top-tier publications, make our families proud and are traded on the Nasdaq (CRGO).

About the Role

As a Customer Service Team Lead specializing in customs brokerage, you are the driving force behind exceptional client experiences and team excellence. You'll lead by example while ensuring your team navigates the complex world of international trade regulations with confidence and precision. Your leadership will be instrumental in maintaining the seamless operations that our clients depend on.

This leadership role offers an exciting opportunity to shape the future of our customer service operations in the dynamic field of customs brokerage. Your ability to mentor, solve complex problems, and maintain the highest standards of service will be key to both your team's success and your own professional growth within the organization.

Responsibilities:

- Supervise, mentor, and develop a team of customer service representatives
- Conduct regular check-ins, coaching sessions, and team meetings
- Manage scheduling, workload distribution, and resource allocation to meet service level expectations
- Foster a positive team dynamic and culture of continuous improvement

Client Relations & Escalation Management

- Serve as the primary escalation point for complex client inquiries, complaints, and issues
- Ensure your team delivers prompt, professional, and courteous responses across all communication channels
- Maintain and strengthen client relationships through consistent, high-quality service delivery
- Review and approve complex quotes for customs brokerage services and associated fees

Operational Excellence

- Coordinate with other team leads and operational departments to resolve issues impacting customs clearance
- Monitor team performance metrics, KPIs, and quality standards
- Review and improve processes to enhance efficiency, accuracy, and customer satisfaction
- Ensure compliance with CBSA regulations and company procedures
- Oversee the management of shared communication channels and response times

Problem Resolution & Process Improvement

- Lead resolution of escalated customer issues with advanced problem-solving approaches
- Identify training needs and knowledge gaps within the team
- Implement and monitor quality assurance measures
- Drive initiatives to streamline operations and improve client experience

Requirements

About You

Basic Requirements:

- 2+ years of team leadership or supervisory experience
- Customer service experience, preferably in logistics, transportation, or trade-related industries
- High school diploma or equivalent (post-secondary education preferred)
- Advanced proficiency in Google Sheets or Microsoft Excel with ability to analyze data and create reports
- Strong understanding of customer service principles and best practices
- Exceptional organizational skills with meticulous attention to detail
- Outstanding written and verbal communication abilities
- Proven interpersonal and coaching skills
- Results-driven mindset with ability to meet targets and deadlines
- Adaptable leader who welcomes feedback and drives continuous improvement
- Ability to be physically present at our Montreal office a minimum of 8 times monthly

Preferred

- Experience in customs brokerage or international trade
- Management or supervisory training/certification
- Experience or demonstrated interest in utilizing AI to improve operational efficiency
- Background in logistics or supply chain management
- Knowledge of transportation management systems
- Familiarity with customs documentation, procedures, and CBSA requirements
- Experience with workforce management and performance metrics

Schedule:

- Salary: $50,000 annually
- Hybrid flexibility: Only 2 days in office per week

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