Customer Service - Team Lead

Description 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. About Us GoodMorning.com 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 GoodMorning.com is the place for you! Benefits and Perks * Competitive compensation, vacation, profit share, and equity package * 100% employer-paid extended benefits - health and dental * Employee Assistance Program * 125% RRSP matching (10% of salary, up to a maximum of $10k/yr) * Employee product discounts * Transportation Reimbursement 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 * 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. * Bachelor’s degree in business, communications, management, or a related field, preferred. 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.

Lead and motivate a team of customer service associates while managing complex escalations and high-level problem resolution. Drive operational excellence by monitoring KPIs, improving internal processes, and mentoring team members to enhance service quality.

Requires at least 3 years of customer service experience, including a minimum of 1 year in a leadership or supervisory role. A bachelor's degree in business, communications, or management is preferred.

• Competitive Compensation • Vacation • Profit Share • Equity Package • Employer-paid Extended Health Benefits • Employer-paid Dental Benefits • Employee Assistance Program • RRSP Matching • Employee Product Discounts • Transportation Reimbursement

• Analyse de donnéesSouhaitée

Relevées dans la description du poste. Confirmez les exigences importantes ci-dessus.

• Queue Management
• KPI Management
• Escalation Management
• Coaching
• Process Improvement
• Data Analysis
• Cross-functional Collaboration
• Workforce Planning
• Freshdesk
• Zendesk
• Intercom
• G Suite
• MS Office
• Problem Solving
• Communication
• Organizational Skills

• Customer Service & Support
• Management & Leadership

Formation minimale

Baccalauréat

Expérience minimale

3+ ans

Langue de l’offre

anglais

Heures de travail

40 heures par semaine