Customer Experience Team Lead

BIS Safety Software is a fast-paced, high-growth organization providing leading software for the safety industry. We are looking for a full-time **Customer Experience Team Lead** to join our team. This role is ideal for a passionate leader who thrives in dynamic environments and is dedicated to elevating customer service and team performance.

Founded in 2006, BIS is proudly headquartered in Sherwood Park, Alberta. We have developed a world class software solution by emphasizing client relationships and continuous innovation, and we are looking to continue our growth across North America and around the world.

We’re looking for a **Customer Experience Team Lead** who can drive exceptional service by supporting, coaching, and empowering our front-line team. In this role, you’ll bring accountability, and enthusiasm to a high-performing department that serves as the heart of the client experience at BIS. You’ll review performance metrics, guide team development, lead meetings, and champion new tools and processes, all while maintaining a deep understanding of the big picture. If you're a compassionate leader with strong communication skills and a passion for people, you’ll thrive at BIS Safety Software.

This is an **in-person** role based out of our Sherwood Park, AB office.

**In this role, you will be expected to**:

- **Lead and support our Customer Experience team**, creating a culture focused on client satisfaction and team performance.
- **Drive the consistent delivery of exceptional customer service** by hosting regular 1:1s (weekly with remote, monthly with in-office) to coach and develop team members.
- **Manage day-to-day operations** including team scheduling, ticket/call reviews, PM case reviews, and interdepartmental communications.
- **Analyze team performance metrics** (response times, CSAT, call quality, missed calls) and use data to inform decisions and improve service outcomes.
- **Actively participate and lead meetings** and other leadership touchpoints.
- **Provide hands-on support with calls and tickets** as needed, especially during high volume or complex situations.
- **Monitor team workload**, assist with task delegation, and ensure performance targets are being met and exceeded.
- **Serve as a key point of contact** for team member questions, offering coaching and feedback in a timely, supportive, and constructive manner.
- **Support the rollout and adoption of new tools** and technologies (e.g., AI tools like Ask Amy), contributing to documentation, training, and process improvements.
- **Champion stability and growth** through proactive engagement, team feedback, and a passion for continuous improvement.
- **Support risk and compliance functions** and contribute to a safe and effective working environment.
- **Provide feedback to leadership** to help maintain strategic alignment and drive department success.

**You might be the right fit if you**:

- **Have strong emotional intelligence**, with the ability to lead with empathy and compassion.
- **Are driven, motivated, and passionate about helping people** - both customers and team members.
- **Possess excellent communication skills** and can coach others on tone, empathy, and professionalism.
- **Lead with ownership**, not just task completion - you take initiative and follow through.
- **Embrace feedback and change**, seeing both as opportunities to grow.
- **Are energized by fast-paced environments** and are skilled at navigating uncertainty.
- **Thrive when mentoring others** and are excited to help team members grow into their full potential.
- **Can juggle analytics, performance conversations, and strategic improvements** without losing sight of day-to-day operations.
- **Are humble**, eager to learn, and happy to ask questions and seek clarity where needed.
- **Can keep the big picture in mind** while addressing the immediate needs of the team.

**Bonus points if you have**:

- Experience working in SaaS or technical support environments.
- Familiarity with Zendesk, Dialpad, and other customer support platforms.
- A working understanding of CSAT and other customer experience KPIs.
- Exposure to AI tools and an excitement to explore how technology can enhance customer service.
- Demonstrated comfort handling difficult conversations and accountability in a supportive, solution-focused way.

Salary ranges are based on experience, reflecting the unique skillset each individual brings to the role.

_Job ID: #L202511-03CETL_

**Why join us**

At BIS, we pride ourselves in being very entrepreneurial in nature. Our office is an open environment that lends itself to collaboration and organic learning. We integrate new ideas and best practices quickly when they further the development of our software and company. This flexibility is a key part of our culture and a reflection of our insightful and collaborative team.

Another key part of our culture is our purposeful avoidance of titles. We don’t use job titles as they don’t reflect the