Location: Onsite

DAVIDsTEA is a leading branded retailer and growing wholesaler of specialty loose leaf tea, offering a selection of signature blends, single-origin teas, and tea-related gifts and accessories through our e-commerce platform and 20 Canadian retail stores. Based in Montreal, we focus on innovative flavours, wellness-driven ingredients, and organic tea. We’re making tea fashionable and fun, and we pride ourselves on offering both the best possible service to our customers and a positive work environment for our employees!

DAVIDsTEA is seeking a service-driven leader for the Company as the Director of Customer Service to lead and elevate our end-to-end customer experience. This role goes far beyond managing interactions — it is about being the spokesperson for the customer, owning the customer feedback loop, and treating every customer interaction as a learning opportunity that generates insights, ideas, and incremental value for the business.

As the senior internal representative of our customers, you will collect, analyze, and distill customer feedback, inquiries, and complaints across all digital and retail channels — identifying recurring themes, systemic issues, unmet needs, and opportunities to improve operations, inform product innovation, and unlock sales and customer acquisition opportunities. Every interaction is viewed not only as a moment of service, but as a data point that can be used to make the business smarter, faster, and more customer-centric.

Customer service at DAVIDsTEA is not a support function — it is a core brand pillar. This role will directly shape how customers experience our brand, how issues are prevented rather than reacted to, and how we scale service excellence while preserving the warmth and authenticity that define DAVIDsTEA.

This is a hands-on, high-impact leadership role for someone who is always moving forward — bringing people along, challenging the status quo, and creating customer-first solutions that scale. You are equal parts strategist and operator: analytical, process-oriented, emotionally resilient, and relentless in your pursuit of better outcomes for both customers and the business. A strong ability to communicate, elevate the team and drive change is critical for success.

Responsibilities

• Act as the spokesperson and advocate for the customer, owning the collection, analysis, and synthesis of customer feedback, inquiries, and complaints across all channels
• Own and continuously improve the customer feedback loop, ensuring insights are translated into concrete actions and systemic fixes
• Identify recurring issues and root causes, applying critical thinking and continuous improvement methodologies to diagnose problems and recommend solutions — and if no solution is presented, propose alternatives until resolved
• Drive cross-functional collaboration to eliminate customer pain points at the source, not just manage symptoms
• Maintain a customer-first, solutions-oriented, and future-focused mindset, envisioning and creating seamless, intuitive experiences across digital and retail touchpoints
• Design service experiences that do more than solve problems — creating opportunities to engage customers and recreate the warmth, personalization, and expertise of the in-store experience online
• Lead collaboration with IT and digital teams to enhance customer-facing tools, including CRM platforms, chatbots, AI-driven communications, and self-service solutions
• Help train and refine AI and agentic service systems to better serve customers, provide proactive communication, and reduce avoidable contacts
• Deliver transparent, actionable reporting to leadership on customer complaints, inquiries, trends, root causes, and opportunities — pushing internal teams to take ownership and take action
• Build, lead, and inspire a high-performing customer service organization, setting clear expectations for service quality, professionalism, and brand representation
• Be a role model for sales, service excellence, teamwork, and professionalism, fostering a fun, fulfilling, and positive work environment

So are YOU our next Director, Customer Service?

Requirements

• 7+ years of experience in customer service, customer experience, or process improvement roles within ecommerce, retail, or omnichannel environments; Experience in retail or wholesale environments preferred
• Strong analytical and critical thinking skills with the ability to assess data, identify root causes, and propose practical, scalable solutions
• Experience collaborating closely with IT or technical teams; comfortable working with digital tools such as CRM platforms, chatbot / AI systems, and analytics dashboards
• Process-oriented mindset with a demonstrated track record of driving continuous improvement
• Excellent communicator and collaborator, able to translate customer needs into internal actions and influence across all levels of the organization
• Emotionally resilient, positive, and able to maintain momentum in the face of complexity and change
• Proven ability to lead change, inspire cross-functional teams, and drive shared ownership of customer challenges
• Bilingual French / English - essential
• LEAN Six Sigma training considered an asset
• Ability to work onsite at our Montreal office full-time

Sound good? Then join us in our mission of making the world smile— one cup at a time.

Benefits

• Insurance
• Paid holidays
• Life insurance
• Insurance of medical and paramedical expenses
• Dental insurance
• Sick leave
• Employee Assistance Program (EAP)
• Employee discounts
• Free parking
• Recognition of years of service
• Long Term Disability Insurance

Hours per Week: 40
Shift: Day
Schedule: Full-Time

The use of the masculine gender has been adopted in order to lighten the text and has no discriminatory intent.