Customer Service Team Lead (Toronto)

Overview

We’re looking for a Customer Service Team Lead to sprinkle a little magic into our customer success center. You’ll lead the most caring group of people you’ll ever meet and empower them to help, truly help, each caller – whether it takes six minutes or sixty. In a fast‑paced environment where the adrenaline is high and the work is never dull, you’ll help take our customer success team to the next level.

Responsibilities

• Lead, coach, and develop a high‑performing customer service team.
• Drive CSAT, conversion rates, and average order value through coaching and process improvement.
• Identify opportunities for improvement, develop plans, and implement solutions that deliver desired results.
• Maintain a customer‑first mindset, ensuring every interaction reflects our values and the desire to eliminate the fear of bone loss.
• Serve as a role model for empathy, kindness, and professionalism.
• Recruit, retain,...