Customer Service Manager

Job Description

Job Description

Lead the charge in elevating customer experience at Intellijoint Surgical!

Type of Position :

Full-time - In Office presence required 4 days per week

Location : Kitchener, ON

Benefits :

RRSP with employer match, health benefits (effective day-1!), wellness benefit, learning & development opportunities, paid vacation, personal days, and sick days

Salary Range : $87k - $100k CAD

• Individual placement within the salary range will be based on experience, skills, market data, and internal equity considerations

The Company

Intellijoint Surgical develops effective and easy-to-use products to enhance orthopaedic surgeons’ care and patients’ lives. Today, Intellijoint technology lives in the operating room helping surgeons improve implant positioning during hip and knee replacement surgeries. Our technology has been used in over 80,000 surgeries - helping us to gain real-world feedback from patients and surgeons to improve our products. We are seeking a  Customer Service Manager  to join our growing Commercial Excellence team to help bring innovative technologies to the market.

The Position

The  Customer Service Manager  is a frontline leadership role at Intellijoint Surgical, responsible for ensuring the sales organization and customers receive timely, accurate, and high-quality support to win new business and effectively serve existing customers.

Reporting into the Senior Director, Commercial Excellence and Corporate Affairs, this role owns day-to-day execution and prioritization of all customer service activities and serves as the primary point of contact between the field and HQ. The Customer Service Manager ensures requests, issues, and feedback from the field are clearly understood, appropriately triaged, and resolved efficiently across Operations, Quality, Finance, and other internal teams.

As a  snapshot,  we are looking for someone who :

Thrives in fast-moving, execution-heavy environments

Takes ownership of outcomes and follows requests and issues through to resolution

Brings structure, clarity, and prioritization to complex, cross-functional work

Excels acting as the single point of contact between sales, customers, and internal teams

Cares deeply about responsiveness, accuracy, and service quality

Leads with empathy and goes the extra mile to be customer-centric

Key Responsibilities

Customer Service Leadership

Lead the Customer Service team, setting weekly priorities and ensuring consistent, high-quality execution

Work closely with Sales leadership to align on priorities and service standards

Partner with HQ departments to ensure customer service activities are well-coordinated and effective

Act as the primary advocate for customer and sales team needs, ensuring feedback is effectively communicated and addressed by cross-functional teams.

Sales Team Support

Act as a primary support partner to the sales organization on day-to-day needs of Intellijoint’s sales reps

Oversee and support the execution of quotes, contracts, and order-related support

Support onboarding and ongoing management of independent sales representatives

Ensure sales requests are handled accurately, consistently, and within standard timelines

Provide clear, timely communication to the sales team regarding status, next steps, and resolution

Intake, Tirage, and Cross-Functional Execution

Own the intake of issues, requests, and feedback from the field and customers

Triage items appropriately across internal teams based on urgency, impact, and ownership

Coordinate cross-functional action to ensure complaints and feedback are resolved quickly and effectively

Serve as the central point of communication between HQ teams and the sales organization

Ensure visibility, accountability, and follow-through on all open items and escalations

Identify recurring issues or risks and escalate patterns to leadership as needed

Process Execution and Improvement

Ensure customer service processes are followed consistently and operate effectively day-to-day

Track and report on core customer service KPIs, workload, and service performance trends

Provide input to Customer Success team’s initiatives to improve Customer Service’s processes and execution

Systems and Data

Act as the primary business owner and day-to-day user of key business systems, including CRM, ERP, and CLM

Ensure systems are used accurately and consistently to support customer service, operations, and sales execution

Partner with IT on system configuration, integrations, and enhancements

Resolve technical issues and system problems that sales, finance, and operations may encounter

Skills and Experience to Enable Success :

Bachelor’s degree in business or related field

5-10 years' experience with a proven track record in a customer service, sales, or commercial operations

Prior people leadership experience preferred

Proficiency in CRM (Salesforce) and ERP (NetSuite) tools

Trained or certified in lean, Six Sigma, or related continuous improvement methodologies

Strong cross-functional collaboration experience in a growing business

Comfort operating in ambiguity and prioritizing competing demands

Excellent communication skills - clear, empathetic, and adaptable

Highly organized and detailed oriented with strong follow-through

Calm, solutions-oriented approach to issue management and escalation

Why Join Us?

It is unrealistic for us to believe we will find someone who fits this position 100%

Strong support towards career development and growth

Work with innovative products that can improve surgical outcomes and enhance patient’s quality of life

Be ready to innovate!

Work alongside a highly talented and driven group of team members and colleagues’ organization wide

Work in an environment with high transparency and collaboration along with lots of fun and social activities

Be ok with change and share in our excitement as we scale

Flexibility so that you can do your best both at work and outside of it

Intellijoint Surgical is committed to creating an accessible and inclusive work environment. It is our policy to recruit and select applicants solely on the basis of their qualifications. We are an equal opportunity employer that hires talent regardless of age, race, creed, colour, religion, national origin, ancestry, marital status, sexual orientation, gender identity or expression, disability, or any other status or condition protected by applicable law.

Intellijoint Surgical encourages applications from all qualified candidates. Those in need of accommodation at any stage in the recruitment process should notify  . Any information received that relates to accommodation needs of a candidate will be addressed in a confidential manner.

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