Customer Service Manager

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 :

Key Responsibilities :

Customer Service Leadership

Sales Team Support

Intake, Tirage, and Cross-Functional Execution

Process Execution and Improvement

Systems and Data

Skills and Experience to Enable Success :

Why Join Us?

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 hr@intellijointsurgical.com. Any information received that relates to accommodation needs of a candidate will be addressed in a confidential manner.