Team Lead - After Sales Service

Maison Birks•Montreal, QC

About The Position

Established since 1879, Birks is a luxury jewellery store whose reputation is built on quality, exclusivity, unique design and excellence in service. We pride ourselves in offering meaningful experiences and in building intimate relationships with each one of our clients. As a Team Lead, After-Sales Service at our flagship store, you will play a key role in shaping the client experience beyond the sale. Leading a small team, you will ensure the seamless execution of after-sales services, strengthen client relationships, support operational excellence, and foster a service culture focused on exceeding expectations.

Requirements

A minimum of 2 years of experience in a supervisory, customer service, or after-sales service role.
Demonstrated ability to lead, motivate, and develop a team.
Excellent communication and interpersonal skills, both written and verbal, in French and English.
A strong customer-focused mindset and passion for service excellence.
Excellent organizational and priority management skills.
Strong analytical, problem-solving, and decision-making abilities.
Proficiency with Microsoft Office, particularly Excel.
The ability to thrive in a fast-paced and evolving environment.
A strong team spirit and collaborative approach.
A proficient level of English is required, to communicate on a regular basis with employees and managers outside of Quebec.

Nice To Haves

Experience in luxury retail, jewelry, or watchmaking is considered a strong asset.

Responsibilities

Lead, coach, and develop a small After-Sales Service team by providing ongoing support, training, and feedback.
Manage client inquiries and concerns, resolving issues effectively and professionally.
Coordinate after-sales service requests, including repairs, special orders, and watch accessory orders.
Collaborate with suppliers, brand partners, retail teams, and the Maison Birks Workshop to ensure proper follow-up and seamless service execution.
Monitor service performance, identify process improvement opportunities, and enhance the overall client experience.
Work closely with leadership to achieve service objectives.
Act as a key resource and support daily department operations.
Foster a collaborative, accountable, and service-oriented work environment.