Customer Service - Team Lead

Goodmorning com•Edmonton, AB

42d•Onsite

About The Position

Customer Service Specialists are the team's senior resolvers, the people who take on the complex cases and the situations Associates escalate. You own the hardest problems from first contact to confirmed resolution, step in as Manager on Duty when a decision needs authority, and make the wider team better by mentoring Associates, documenting what works, and improving the processes everyone runs on. You handle customers across phone, email, and live chat, and you read the patterns across cases to catch recurring issues before they grow. It suits someone who stays composed when the pressure is highest, who wants to fix the cause rather than the symptom, and who measures their work by whether the customer and the team both come out better. Please note that this is a 100% office based position.

Requirements

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.
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.

Nice To Haves

Bachelor’s degree in business, communications, management, or a related field, preferred.

Responsibilities

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.