Customer Service Team Lead

📋 Description

• Lead the caring customer service team to deliver heartfelt support.
• Empower agents to help every caller with empathy and speed.
• Drive CSAT, conversions and AOV through coaching.
• Identify opportunities, create plans, and deliver measurable results.
• Hybrid, Vancouver-based role with 8am-4pm PST hours.
• Salary CAD 80,000–95,000 depending on experience.

🎯 Requirements

• 5+ years in a Customer Service environment.
• 2+ years in Customer Service management.
• Strong knowledge of CRM and Contact Center platforms (e.g., Talkdesk).
• Track record coaching and developing teams to improve CSAT, conversions and AOV.
• Ability to identify opportunities, develop plans, and implement changes.
• Empathetic, customer-focused leadership with a heart.

🎁 Benefits

• Generous healthcare package
• Hybrid work environment (2 days WFH for Vancouver-based)
• Weekly team lunches
• Flexible holidays with banked days
• Casual dress code
• Professional development: we cover fees, travel, and materials