Director of customer service Jobs in Guelph, ON

Ren’s Pets is a specialty pet retailer, Canadian owned and operated by Group Legault, with stores in Ontario and the Maritimes plus a website that ships nationally. Ren’s is a premier omni-channel player in pet, with approximately 700 employees, covering 61 store locations plus a thriving ecommerce business. Ren’s sells only the best brands of premium, high quality pet food, treats and toys for your Pet’s Best Life.

Culture is very important at Ren’s. Our core values of Trust, One Team Winning Together and having a Growth Mindset are standards of excellence present in all that we do. We also deeply value our customers, and their support of our brand. At Ren’s Pets, we’re passionate about people & pets!

Job Summary

The Customer Service Supervisor oversees the daily operations of the customer service team, with a strong focus on performance management, process improvement, and issue resolution. This role ensures customers receive timely, professional support while fostering a positive and productive team environment.

Working closely with cross-functional partners, the Supervisor helps streamline service workflows, address escalated concerns, and support continuous improvement initiatives. Through hands-on coaching and leadership, this role drives high performance and contributes to a consistently exceptional customer experience.

Duties and Responsibilities

Under the supervision of the E-Commerce manager, the duties and responsibilities of the Customer Service Supervisor include, but are not limited to, the following :

• Supervise, coach, and support customer service representatives to drive high performance and engagement.
• Monitor individual and team performance, providing feedback and implementing improvement plans as needed.
• Ensure timely, professional, and accurate responses to customer inquiries and concerns.
• Manage escalated customer issues, resolving them effectively and empathetically.
• Collaborate with cross-functional teams to identify opportunities to improve customer satisfaction and processes.
• Lead regular team meetings to share updates, address challenges, and reinforce best practices.
• Support the recruitment, training, onboarding, and ongoing development of customer service team members.
• Perform other duties as assigned.

Skills and Effort Requirements

Minimum Requirements

Compensation

The expected salary for this position is between $58,240-$64,480.

Additional Information

This posting is for an existing vacancy.

This position is based in the Ren’s Pets home office located in Puslinch, Ontario, with a requirement to work in the office 2-3 days per week and flexibility to work from home. Occasional travel to store locations, Distribution Centers or other offices may be required.

Ren's Pets welcomes and encourages applications from people with disabilities.

Accommodations are available on request for candidates taking part in all aspects of the selection process. Please submit requests for accommodations to careers@renspets.com.