Customer Service Team Lead

AlgaeCal • Toronto, ON

6h • Hybrid

About The Position

We are seeking a Customer Service Team Lead to join our customer success center. This role is not about measuring success by call duration, but by serving customers with heart and soul. The Customer Service Team Lead will lead a caring team, empowering them to truly help each caller, regardless of call length. This is a fast-paced environment with high adrenaline and engaging work. The company's mission is to end the fear of bone loss by providing the world's only clinically-backed natural solution. This role offers a chance to make a significant impact on people's lives.

Requirements

• 5+ years of experience in a Customer Service environment.
• 2+ years in Customer Service management with a proven track record of team performance.
• Extensive knowledge of CRM & Contact Center as a Solution platforms (e.g., Talkdesk).
• Solid track record of coaching and developing customer service & sales skills.
• Ability to identify opportunities, develop plans, and implement them.
• A genuine, decent human being with a massive heart.
• Ability to attract and retain top talent.

Responsibilities

• Lead the customer success team, empowering them to provide exceptional service.
• Drive customer satisfaction (CSAT), conversion rates, and average order value.
• Coach and develop the team's customer service and sales skills.
• Identify areas of opportunity, develop plans, and implement them to achieve desired results.
• Attract and retain top talent for the team.

Benefits

• Generous healthcare package
• Monthly team events and activities
• Flexible Stat Holidays with the option to bank days for later use
• Weekly team lunches
• Hybrid work environment (2 days work from home if Vancouver based)
• Casual dress code
• Dog friendly office
• Professional Development opportunities including conferences and workshops with covered fees, accommodation, travel, meals, and materials.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed