Head of Customer Service

Our Mission Micromart is redefining convenience - turning any location into a retail opportunity with our Smart Store platform. By combining hardware, software, and data, we’re building a delightful unattended shopping experience for consumers and making operating an unattended Smart Store easy for entrepreneurs. Our Values We’re driven by ambitious, mission-focused thinking, a deep commitment to earning customer trust, a craftsmanship mindset that prioritizes simplicity and quality, and a culture of shared growth where we support each other and celebrate wins together. Role Overview We are looking for a Head of Customer Service and Technical Support to build, elevate, and scale a world‑class support organization to support our B2B customer base (owner/operators, SMBs). Your mission is to transform every service interaction, whether a question, a failure, or a frustration, into trust‑building moments that strengthen loyalty and empower our customers to run their businesses with confidence. You will own the full customer support experience across chat, email, and phone, leading a 24/7 support team while partnering with engineering, product, and operations to rapidly resolve issues and continuously improve the customer journey. Key Responsibilities Customer Service Leadership Build and manage a high‑performing customer service and technical support team. Review tickets for quality, tone, accuracy, and timeliness. Coach, mentor, and train support specialists. Implement and manage best‑in‑class tools and processes. Ensure customers consistently receive fast, empathetic, accurate service across all channels (chat, email, phone). Proactive outreach to customers about issues that may be business impacting. Maintain high standards for NPS, CSAT, first response time, resolution time, automation rate, and overall support cost. Structure and refine SLAs, escalation paths, and service policies to deliver consistent, high‑quality outcomes. AI‑First, Automation‑Forward Support Champion AI and automation tools to reduce manual ticket volume, improve response speed while maintaining a high quality of response with 24/7 availability. Development and continuous improvement of: Helpdesk articles Training videos Macros and snippets AI Enabled Agents Internal SOPs and troubleshooting guides Continuous Improvement Become a subject‑matter expert in our Smart Store hardware and Platform software. Review support trends and customer requests to provide actionable insights to engineering, product and operations teams to prevent repeat issues and improve the customer experience. Escalate issues to internal stakeholders and ensure timely resolution and follow up with customers. Balance customer needs with business needs to create scalable, and sustainable policies and processes to scale high quality support across all channels. Crisis & Escalation Management Act as the point of leadership during major outages or high‑impact customer issues. Set up clear escalation protocols for the team, executives, and customers. Remain composed under pressure and communicate promptly, accurately, and transparently. Qualifications Soft Skills & Mindset High empathy - especially toward entrepreneurs and small‑business operators. Calm under pressure - able to handle emotionally charged conversations with confidence and clarity. Relentlessly resourceful - creative problem‑solver who provides practical workarounds and keeps customers moving. Fast‑thinking, relationship‑driven, and relentlessly committed to customer success. High ownership and agency - takes extreme responsibility and accountability for plans, actions and deliverables. Operational & Leadership Strengths 5+ years in customer support or technical support, with at least 2 years leading teams. Proven ability to run a multi‑channel 24/7 support operation. Expert in HubSpot, Intercom, Zendesk, or similar support platforms. Strong program & project management skills with a track record of improving SLAs and processes. Experience designing escalation frameworks and incident‑management playbooks. Experience working with or managing support teams overseas, either directly or through a BPO partner. Technical & Product Skills Familiarity and ongoing curiosity in exploring best‑in‑class AI tools for customer service. Experience supporting connected devices, SaaS, or hardware‑plus‑software products. Proficiency with computer and networking hardware - able to perform basic troubleshooting of routers, computers, monitors. BONUS: You have been or have served small business owner/operators. BONUS: Have worked in vending, micro‑markets, CPG, retail, or food service environments. What We Offer Competitive salary + equity package. Health, dental, and vision benefits (for employees and dependents). Free meals at the office through KitchenMate. Monthly gym‑membership stipend. Remote flexibility with access to our Toronto office. Downtown office location next to Union Station with gym, pickleball court, and much more. Micromart is an equal‑opportunity employer and welcomes applicants from all backgrounds. #J-18808-Ljbffr