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Customer Service Representative
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Customer Service
2 weeks ago
is a Canadian pioneer in the creation and growth of award-winning direct-to-consumer brands. Over the last decade, we have delivered hundreds of thousands of beloved products to customers across North America. And we've created an exciting, ownership-driven culture perfectly suited to intelligent, results-driven individuals. If you're hungry to disrupt stale consumer industries with innovative new brands and products of exceptional value that customers love, then is the place for you
As a Customer Service Team Leader, you will guide a team of motivated Customer Service Associates to deliver exceptional experiences from start to finish. You'll translate functional goals into actionable plans, coach your team to achieve measurable results, and foster a culture of accountability, empathy, and excellence. Alongside daily leadership, you'll take a hands-on approach to problem-solving, ensuring customer issues are resolved quickly and accurately. Working closely with the Customer Service Manager and cross-functional teams, you'll drive continuous improvements that enhance quality, efficiency, and overall customer satisfaction.
Job Duties
- Leading and motivating Customer Service Associates and Specialists to deliver accurate, empathetic, and efficient service.
- Translating goals into measurable outcomes and managing KPIs such as FCR, CSAT, schedule adherence, and defect resolution.
- Monitoring queues and rebalancing workloads in real time to maintain responsiveness and consistent quality.
- Managing escalations and complex cases, including cancellations, returns, replacements, and defect claims.
- Coaching team members to strengthen performance, build confidence, and improve key service metrics.
- Identifying recurring issues to drive process improvements.
- Using data insights to assess performance, diagnose root causes, and implement sustainable improvements.
- Collaborating with cross-functional partners to enhance communication, reduce friction, and resolve bottlenecks.
- Overseeing workforce planning, hiring, and onboarding to ensure strong coverage and capability.
- Developing and maintaining training tools, knowledge bases, and standardized procedures.
Requirements
Qualifications
- Bachelor's degree in business, communications, management, or a related field.
- Minimum of 3 years of experience in a customer service or contact centre environment.
- Minimum of 1 year of experience leading or supervising a customer service team.
Skills
- Strong understanding of contact centre operations, including queue management and scheduling.
- Proven ability to interpret and act on key service metrics such as CSAT, FCR, and cost efficiency.
- Exceptional communication skills for coaching, escalation management, and cross-functional collaboration.
- Strong organizational skills with a proven record of maintaining consistent service quality.
- Effective and empathetic problem-solving skills for resolving complex customer issues.
- Analytical mindset with confidence using data to drive accountability and improvement.
- Proficiency with customer service tools such as Freshdesk, Zendesk, Intercom, G Suite, and MS Office.
- Adaptability and willingness to learn new tools, technologies, and processes.
- High attention to detail in reporting, documentation, and customer communication.
- Ability to remain calm and professional under pressure.
- Collaborative attitude and commitment to a culture of trust and operational excellence.
