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Customer Service Lead
2 weeks ago
Customer Service Lead
Location: Burnaby, BC
Position Type: Full-time, Permanent (In-person)
About the Role
We're looking for a Customer Service Lead to join our team Our Customer Service team is the first point of contact for our customers seeking support through phone, email, or chat. The Customer Service Lead also collaborates closely with Operations, Marketing, Procurement, and other internal departments. This position works a schedule of Monday- Friday 11:00 am- 7:30 pm, on-site at our South Burnaby office, with flexibility if other hours/shifts are needed.
The individual in this role co-leads the Customer Service function with a focus on delivering an exceptional and consistent customer experience. They ensure that every interaction reflects empathy, professionalism, and care, leaving customers feeling valued, understood, and confident in the company.
This role combines strategic thinking with people leadership. The individual fosters a culture of accountability and customer focus within the team, empowering representatives to resolve issues effectively while representing the company with integrity and respect. They model composure, fairness, and sound judgment in complex situations, ensuring that customer trust and satisfaction remain central to all decisions.
The person in this role is proactive in anticipating customer needs and identifying opportunities to improve the overall experience. They bring curiosity, adaptability, and strong problem-solving skills to evolving challenges, working collaboratively across departments to remove friction and strengthen service quality.
They are an empathetic and motivating leader who develops others through feedback, coaching, and support. They understand that exceptional service begins with engaged, well-supported people and cultivate a team environment that values growth, communication, and continuous improvement.
Success in this role is reflected in how customers feel after every interaction: respected, cared for, and connected to a company that listens and acts with integrity.
If you have previous customer service support, with a focus on phone and email, have the aptitude for leadership, and are looking for an opportunity to step into a Lead position, we are looking for you
Who We Are
At Spud, we believe that food is more than what's on your plate — it's how we enhance life while connecting to each other, our communities, and the planet.
As Western Canada's leading online grocery delivery service, we champion healthy eating, sustainable farming practices, local food sourcing, and the reduction of food waste — powered by a highly automated, customized order and delivery system.
Beyond online delivery, we proudly operate Be Fresh Market retail stores in Vancouver and Blush Lane Market retail stores in Alberta — vibrant local markets that bring our values to life every day.
What You Bring
- High school diploma or equivalent. Bachelor's degree is an asset.
- 5+ years of experience working in a customer service position, with a focus on phone and email support. Previous team lead experience is preferred.
- Experience working in a call centre, and familiarity with call centre software, CRM systems and reporting tools is preferred.
- Strong leadership, interpersonal and conflict resolution skills.
- Ability to work in a fast-paced environment, handling multiple priorities, and problem solving, to ensure a high level of customer support and satisfaction.
- Strong collaboration and communication skills, with ability to work cross-functionally.
Why You'll Love Working Here
At Spud, you'll be part of a passionate, purpose-driven team that believes great work and great impact go hand in hand. We celebrate curiosity, collaboration, and creativity — and we make time to celebrate wins along the way.
You'll join a company where sustainability isn't a slogan — it's a shared commitment that guides how we think, create, and grow together.
Our Values
Our values drive our success and guide our growth:
- Work smart and deliver results. We reward hard work and focus on what matters most.
- Learn, grow, and celebrate. Continual progress matters and so does enjoying the journey and helping each other succeed.
- Create amazing customer experiences. We're passionate about delivering for our customers.
- Lead with sustainability. Every decision counts — for our planet, our partners, and our people.
- Welcome different perspectives. Diversity makes us stronger.
- Stay committed and resilient. We show up with grit, passion, and purpose.
Inclusive Hiring at Spud
We're proud to be an equal opportunity employer and celebrate the diversity within our team, welcoming different perspectives and experiences that make us stronger together.
Job Types: Full-time, Permanent
Pay: $40,000.00-$45,000.00 per year
Benefits:
- Dental care
- Disability insurance
- Discounted or free food
- Employee assistance program
- Extended health care
- Life insurance
- On-site parking
- Paid time off
- Store discount
- Vision care
Application question(s):
- Why are you interested in working as a Customer Service Lead at Spud?
- This position is permanent, full-time at our South Burnaby office. Please confirm your ability to meet this requirement?
- What are your salary expectations?
- Is there anything else you would like us to know about you or your application?
Work Location: In person
