Customer Service - Team Lead

Job Description

Job Description

Job Description

Customer Service - Team Lead

Our client is seeking an experienced and people‑focused Customer Service - Team Lead to support and guide a high‑performing customer service team. This role is responsible for coaching frontline associates, overseeing day‑to‑day service operations, and ensuring customers receive timely, accurate, and empathetic support. The successful candidate will bring strong leadership capabilities, a data‑driven mindset, and the ability to collaborate cross‑functionally to enhance overall service quality and efficiency.

Your success will be defined by your ability to:

• Provide daily leadership, guidance, and motivation to Customer Service Associates and Specialists to ensure an exceptional customer experience
• Translate service goals into clear, measurable actions and manage performance indicators including CSAT, FCR, adherence, and defect resolution
• Monitor workflows and queues in real time, reallocating resources when needed to maintain responsiveness and service quality
• Handle escalated or complex cases such as cancellations, returns, defect claims, and replacements
• Coach team members to strengthen skill sets, improve performance, and support professional development
• Identify recurring service issues and contribute to process improvements that enhance efficiency and customer satisfaction
• Work closely with cross‑functional partners to improve communication, resolve bottlenecks, and support business alignment
• Participate in workforce planning activities, including hiring, onboarding, and ensuring adequate coverage
• Support the development of training materials, knowledge resources, and standardized procedures

Your strengths include:

• Bachelor's degree in business, communications, management, or a related field
• 3+ years of experience within a customer service or contact centre environment
• 1+ year of experience in a leadership or supervisory capacity
• Strong understanding of contact centre operations including queue management, scheduling, and KPI tracking
• Ability to interpret and act on key service metrics (CSAT, FCR, efficiency, quality)
• Excellent communication skills for coaching, escalation handling, and cross‑department collaboration
• Proven ability to stay organized and maintain consistent standards of service quality
• Strong problem‑solving abilities with an empathetic approach to customer challenges
• Analytical mindset with confidence using data to support decisions and improve team performance
• Proficiency with customer service tools such as Freshdesk, Zendesk, Intercom, G Suite, and MS Office
• High attention to detail, adaptability, and professionalism under pressure
• Collaborative, positive attitude and commitment to operational excellence

If you are interested in this role and meet the above criteria, please click the "Apply" button to send your resume directly to Andre Donado.

Recruitment Partners Inc. is an Alberta-based, Alberta-focused recruitment firm. We are dedicated to building long-term relationships while securing top talent for Alberta's best employers. At the heart of our efforts is a collaborative, consultative approach. We are proud of our team of consultants, who come with practical business experience, a strong network of professional contacts, and are focused on what is best for both clients and candidates. We will facilitate the best fit between client and candidate. This means reduced turnover, enhanced employee engagement, increased productivity, customer satisfaction, and more.

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