Customer Support Team Lead

About Bells of Steel Inc.

At Bells of Steel, we’re on a mission to make fitness and strength training approachable, affordable, and fun! We design and manufacture high-quality strength and exercise equipment for home gym enthusiasts and fitness pros alike. Whether you're a seasoned gym rat or just getting into the swing of things, we've got the gear to help you crush your goals.

We’re not your typical, stuffy fitness equipment brand—we’re down-to-earth, a little cheeky, and always looking for ways to make working out a little less serious and a lot more rewarding. If you like the sound of being part of a fast-paced, no-BS team that’s shaking up the fitness industry, then you might just be the perfect fit.

About the role

We're hiring a Customer Support Team Lead to be the day-to-day engine of our CS team. Think of this as a player-coach role — closer to a warehouse foreman than a manager. You'll still be in the work: handling escalations, jumping into tough tickets, and coaching reps in real time. But you'll also own the rhythm of the team: shift coverage, quality reviews, onboarding new hires, and being the first port of call when something needs sorting out on the floor.

Your job is to keep the team running smoothly so our Customer Support Manager can stay focused on the bigger picture — strategy, systems, hiring plans, and cross-functional projects. When a rep has a question, when a customer escalates, when the queue is backing up on a Monday morning — that's you.

What you'll do

• Lead the day-to-day. Own the team's daily flow: queue health, ticket distribution, shift coverage, and making sure nothing slips through the cracks.
• Be the first escalation point. Take the hard tickets, the angry customers, and the judgment calls before they reach the manager.
• Coach in real time. Give reps feedback as situations come up — not just in formal reviews. Run QA on tickets, share what's working, and help newer team members level up fast.
• Onboard new hires. Get new reps trained, ramped, and confident on our products, tools, and tone.
• Stay close to the work. Handle a portion of tickets yourself — both to stay sharp and to feel where the friction is.
• Spot patterns and fix them. When you see the same issue coming up over and over, flag it, document it, and work with the manager on a fix.
• Be the bridge. Translate between reps and management — surface what the team is dealing with, and help roll out changes from above in a way that actually lands.

Qualifications

• 3+ years in customer support, ideally in e-commerce or direct-to-consumer.
• 1+ years of leadership experience — formal team lead, senior rep, shift lead, or something similar
• Strong written communication. Most of our support is via email and chat, and tone matters.
• Calm under pressure. Backed-up queues, frustrated customers, and surprise shipping issues don't rattle you.
• Comfort with a modern CS stack (Gorgias, Zendesk, Help Scout, or similar). Bonus if you've worked with Shopify.
• Good judgment on when to handle something yourself, when to escalate, and when to coach a rep through it.
• Genuine interest in fitness, strength training, or home gym culture is a real plus — our customers know their stuff, and the team does too.

Logistics

• Remote-first, but you need to live in Calgary. Our teams meet up in person at least once a month for team workouts and other team-building activities, and other on-site support may be required. This is not the right role for someone who will take issue with coming on site and connecting with the team and the products.
• The first 1-2 weeks of training will be partially in-person

What You'll Get

• Competitive salary
• Health benefits
• Generous staff discount on gear (warning: your home gym is about to grow)
• A team that actually likes working together
• Real ownership of how the CS team operates day to day

The pay range for this role is:
55,000 - 60,000 CAD per year(Calgary)

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