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Customer Support Manager

3 weeks ago

Concord, Canada Northern Fitness Full time

**About Northern Fitness**
At **Northern Fitness**, we believe health and wellness should be accessible to everyone. As one of Canada's fastest-growing fitness equipment providers, we are committed to helping people live stronger, healthier lives—whether they're setting up a home gym or outfitting a commercial facility. With a passionate team, industry-leading products, and a dedication to customer satisfaction, we’re redefining what it means to support the fitness journey from start to finish.

**Job Title: Customer Support Manager**
**Reports To: Director of Operations**
**Schedule: Monday to Friday, 9:00 AM - 5:00 PM**
**Bonus: Up to 10% annual performance bonus based on KPIs and company values**

**Why This Role Rocks**

If you're a natural leader who thrives on creating top-tier customer experiences, **this is your chance to make a real impact**. As our **Customer Support Manager**, you'll be at the heart of our mission to deliver exceptional service. You’ll lead a passionate support team, optimize processes, and play a key role in driving customer loyalty and long-term growth.

This is more than a management role—it’s a **chance to build, inspire, and innovate**. You'll have ownership of day-to-day customer support operations, while also influencing strategy and development as we continue to scale.

**What You'll Be Doing**
- **Lead & Empower**: Coach and develop a high-performing support team through regular 1:1s, goal setting, and performance reviews.
- **Drive Results**: Monitor KPIs like ticket resolution, CSAT, and call times to ensure we're delivering an outstanding experience, every time.
- **Problem-Solve Like a Pro**: Tackle escalations and complex issues with calm, confidence, and customer-first thinking.
- **Elevate the Experience**: Improve systems and workflows to make our support faster, friendlier, and more effective.
- **Collaborate Cross-Functionally**: Work closely with operations, sales, and logistics to resolve issues and ensure seamless service.
- **Get Hands-On**: Support your team by jumping into chats, calls, or ticketing systems when needed.

**Key Responsibilities**
- Analyze and report on team performance, identifying trends and opportunities for improvement
- Train, coach, and mentor customer support agents; conduct bi-annual performance reviews
- Lead or contribute to special projects that enhance customer service operations
- Respond to customer inquiries via tickets, phone, and chat with professionalism and care
- Resolve order issues, shipment tracking, product questions, and escalations
- Manage order changes, cancellations, and warranty claims, aiming to reduce refunds and boost satisfaction

**What Success Looks Like**
- High ticket resolution efficiency and first response times
- Strong team productivity and low missed call rates
- Positive customer satisfaction (CSAT) scores
- Strong employee retention and development
- Effective call handling and mínimal system downtime

**Perks & Benefits**
- Annual performance bonus (up to 10% of salary)
- Be part of a growing, purpose-driven Canadian brand
- Work with a collaborative, energetic team that’s passionate about fitness
- Opportunities for growth and cross-functional leadership

**Job Types**: Full-time, Part-time

Pay: $65,000.00-$68,000.00 per year

Expected hours: 40 per week

**Benefits**:

- On-site parking
- Store discount

Application question(s):

- Are you able to work in our office 4 days per week in-person?
- What are your base salary expectations?

Work Location: In person