Customer Support Team Leader

Role overview

Schedule

• 40 hours per week, Monday to Friday; hours of operation are 8:15 a.m. to 5:00 p.m.
• Occasional holiday and overtime work is required.

Workplace

• The role is on-site at the Niagara Falls location.

Key responsibilities

• Lead and develop the team; manage coverage and rosters, monitor performance and quality, coach staff, support reviews, lead meetings, and identify training needs.
• Handle customer support as needed and resolve escalated or complex issues across phone, email, and chat.
• Analyze contacts and trends, coordinate with other departments to resolve issues, and recommend preventative solutions and process improvements.
• Monitor e-commerce marketplace service performance and maintain marketplace requirements and seller standards.
• Own assigned initiatives, including the Customer Self-Serve Initiative; use CRM, e-commerce, and ERP systems for service and issue resolution.
• Prepare monthly and annual reports, analyze customer data, provide management recommendations, maintain records, and document and improve procedures.

Qualifications

• At least 3 years of team leadership or supervisory experience and 3 years in customer service or customer support.
• At least 3 years of customer support through phone, email, and chat; 3 years of CRM software experience; and 2 years of e-commerce experience.
• Product support and troubleshooting experience; experience creating reports and presenting information to management.
• Strong Microsoft Office proficiency, particularly Excel; strong communication, problem-solving, and organizational skills.
• Ability to analyze information, identify trends, and develop practical solutions.
• Related college diploma or certification is an asset.

Advantageous experience

• Experience with NetSuite, HubSpot, Seller Central, or consumer electronics is an advantage.

Compensation and benefits

• Expected compensation is $55,000–$60,000 annually, determined based on skills, experience, qualifications, and role scope.
• Benefits include medical, dental, and vision coverage, a professional development fund, RRSP match, fitness incentives, team events, brand discounts, and relocation expense.