Team Manager, Customer Support

Join LendCare — one of Canada’s fastest-growing point-of-sale financing providers and a proud part of the goeasy family. At goeasy, our people and culture are the heartbeat of everything we do, and we’re proud to be recognized for it. We’ve earned prestigious accolades including being named one of Canada’s Top Growing Companies, certified as a Great Place to Work®, and recognized among the Best Workplaces for Women and for having one of the Most Trusted Executive Teams, and included on TIME Magazine’s 2025 list of Canada’s Best Companies. These achievements speak to our commitment to building an inclusive, high-performance culture where people thrive and innovation drives us forward.

At LendCare, we do more than provide financing — we help Canadians access life’s essential moments. Whether it’s healthcare, home improvement, powersports or retail purchases, we deliver fast, flexible financing solutions that make it easier for people to move forward with confidence. Backed by cutting-edge technology and a customer-first mindset, we’re redefining how Canadians pay for what matters. If you’re driven to create real impact, join us and help empower people to live life on their terms — one approval at a time.

We are seeking a dynamic and results-driven Team Manager, Customer Support, to oversee high-performing Customer Support Representatives of our Direct-to-Consumer team. This role blends traditional customer support leadership with a sales component, focusing on closing warm leads and driving customer engagement through both inbound and outbound calls.

Day in the life of a Team Manager, Customer Support:

• Recruit, onboard, and train Customer Support Representatives to deliver exceptional service and sales support.
• Manage daily operations and distribute workload effectively across the team.
• Monitor individual performance using weekly scorecards; identify training needs and provide targeted coaching.
• Conduct regular quality assurance reviews on administrative tasks and customer interactions.
• Support representatives in identifying and closing leads during customer interactions.
• Coach team members on soft sales techniques, including upselling, cross-selling, and lead nurturing.
• Track and report on lead conversion metrics and customer engagement trends.
• Monitor team performance metrics including AHT, Call Quality, Adherence, and First Call Resolution.
• Lead weekly team meetings to share updates, clarify processes, and reinforce best practices.
• Handle real-time escalations and guide representatives in effective de-escalation strategies.
• Optimize staffing schedules and manage time & attendance to maximize productivity.
• Oversee queue and case management across voice and email channels.
• Deliver ongoing training to enhance team capabilities and customer handling skills.
• Recognize and reward team members who consistently deliver outstanding customer experiences.
• Identify opportunities to improve service delivery and reduce call abandonment.
• Collaborate with internal departments to resolve systemic issues and elevate the customer journey.
• Provide actionable insights to leadership on customer pain points, feedback, and emerging trends.

What we are looking for:

• Minimum 2 years’ leadership experience in a call center environment
• Experience with managing a sales team is an asset
• Excellent communication and interpersonal skills with an ability to deliver constructive feedback that inspires engagement and improved performance
• Strong organizational skills to give the team direction
• Previous training experience would be an asset
• Full-time, permanent availability to work in our Pickering, ON office
• Able to pass background checks (criminal, employment, and credit).
• Must be legally eligible to work in Canada on a full-time basis at the time of application; we are not able to provide sponsorship.

Operational Hours: Monday to Friday – 8:00 am to 9:00 pm, Saturday 9:00 am to 5:30 pm.

Additional Requirements for Internal Candidates:

• Must have been in your current role for at least 9 months.
• Have the endorsement/support of your current manager.
• Must not be currently under corrective action or within 6 months of any previous corrective action.
• Must be achieving or exceeding the required level of individual performance in your current role.

Why work with us?

• Leverage our RRSP match and Employee Share Purchase Plan programs.
• Employee discounts on furniture, electronics, and appliances.
• Access 24/7 healthcare with Virtual Doctor Appointments.
• Personalize your benefits with a customizable package including options for 100% coverage.
• Internal development training programs and platforms including job-specific training, career coaching, leadership excellence, mentorship, and many others.
• Celebrate properly, with your birthday off PAID! Along with paid vacation and personal days.
• For complete picture of total rewards, please click here.

Diversity, Inclusion, and Equal Opportunity Employment:

At goeasy, we believe that we can only be the best when people are able to bring their best selves to work every day. goeasy is committed to an inclusive, equitable and accessible workplace. By learning from each other’s differences, we gain strength through our people and our perspectives. As an equal opportunity employer, we are committed to providing accommodations (including accessible meeting rooms, captioning for virtual interviews, etc.) to help us remove barriers so that you can participate throughout the interview process. Please let the talent acquisition team know if you require an accommodation during any aspect of the recruitment process and we will work with you to address your needs.

Additional Information: All candidates considered for hire must successfully pass a criminal background check, credit check, and validation of their work experience to qualify for hire.

We thank all interested applicants; however, we will only be contacting those for interview who possess the skills and qualifications outlined above.