Talent.com
BIS Safety Software
Customer Experience Team LeadBIS Safety Software • Toronto, Ontario, Canada
Customer Experience Team Lead

Customer Experience Team Lead

BIS Safety Software • Toronto, Ontario, Canada
27 days ago
Salary
CA$60,000.00 yearly
Job type
  • Full-time
Job description
BIS Safety Software is a SaaS company on a mission to change how organizations manage safety learning and compliance - and the team behind that mission matters just as much as the product. We are looking for a Customer Experience Team Lead who is eager to support a high-performing team and put customers first in everything they do. This team is the heart of the client experience at BIS - and we want a leader who takes that seriously.About the roleThis is a role for someone who genuinely loves people and technology - both the team they support and the customers they serve. What you need is the drive to learn the empathy to coach and the ownership mindset to step up when it matters.Youll start by getting deeply familiar with our product and customers - handling calls and tickets alongside the team. Over time youll grow into the full team lead responsibilities: supporting your teammates running one-on-ones reviewing performance and keeping things running smoothly. If youre ready to take that next step wed love to hear from you.

In This Role You Will Be Expected To:

  • Lead and support the Customer Experience team creating a culture focused on client satisfaction and team performance
  • Host regular one-on-ones to coach and develop team members
  • Manage day-to-day operations including scheduling call/ticket reviews PM case reviews and interdepartmental communications
  • Analyze team performance metrics (response times CSAT call quality missed calls) and use data to inform decisions and improve service outcomes
  • Provide hands-on support with calls and tickets as needed especially during high volume or complex situations
  • Serve as a key point of contact for team member questions offering coaching and feedback in a timely supportive and constructive manner
  • Support the rollout and adoption of new tools and technologies (including AI initiatives like Ask Amy) contributing to documentation and process improvements
  • Champion stability and growth through proactive engagement team feedback and a passion for continuous improvement
  • Support risk and compliance functions and provide feedback to leadership to help maintain strategic alignment

You might be the right fit if you:

  • Have strong emotional intelligence with the ability to lead with empathy and compassion
  • Experience working in SaaS technical support or other customer-experience-intensive environments (weve seen great hires come from all kinds of backgrounds - retail hospitality and beyond)
  • Are driven motivated and passionate about helping people - both customers and team members
  • Possess excellent communication skills and can coach others on tone empathy and professionalism
  • Leadership experience and you lead with ownership not just task completion - you take initiative and follow through
  • Embrace feedback and change seeing both as opportunities to grow
  • Are energized by fast-paced environments and skilled at navigating uncertainty
  • Thrive when mentoring others and are excited to help team members grow into their full potential
  • Are humble eager to learn and happy to ask questions and seek clarity where needed

Bonus points if you have:

  • Familiarity with Zendesk Dialpad or similar customer support platforms
  • A working understanding of CSAT and other customer experience KPIs
  • Exposure to AI tools and an enthusiasm for exploring how technology can enhance customer service

Compensation and Benefits:

  • Employee Stock Ownership Plan (ESOP)
  • Full medical dental and vision coverage
  • Life insurance and disability insurance
  • Health spending account
  • Flexible working hours
  • On-the-job training and growth opportunities
  • Free on-site parking
$60000 - $75000 a yearSalary ranges are based on experience reflecting the unique skillset each individual brings to the role.About BIS:BIS Safety Software has been headquartered in Sherwood Park Alberta since 2006. We build software that helps organizations manage safety training learning and compliance - and were growing!A few things that make us different: we dont use job titles internally - we value humility and contribution over hierarchy. We move fast integrate new ideas quickly and give people real ownership of their work. And through our Employee Stock Ownership Plan (ESOP) you have the opportunity to own a piece of the company youre helping build.How to apply: We love hearing from our candidates - please include a cover letter or insights into any people leading and customer experience you have had in the past. Visit our Careers Page for more information.We sincerely thank all applicants for their interest. Only those selected for interviews will be contacted.Job ID #L202607-08CTLWe may use artificial intelligence (AI) tools to support parts of the hiring process such as reviewing applications analyzing resumes or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed please contact us.

Required Experience:

Manager


Employment Type : Full-Time
Experience: years
Vacancy: 1
Yearly Salary Salary: 60000 - 75000
Create a job alert for this search

Customer Experience Team Lead • Toronto, Ontario, Canada

Similar jobs

Next Generation Customer Experience Manager for Innovative Engagements

Takeda Canada Inc.Toronto, ON, CA
Full-time

Lead next-generation customer experiences in healthcare.Spearhead data-driven strategies and omnichannel solutions, collaborating with teams to elevate engagement for healthcare professionals and p... Show more

 • Promoted

Senior Renewals Manager - Customer Experience

Cisco Systems, Inc.Toronto, ON, CA
Full-time

Une entreprise innovante recherche un leader passionné pour diriger une équipe dynamique dédiée à l'expérience client.Dans ce rôle, vous serez responsable de la gestion des renouvellements, de l'en... Show more

 • Promoted

Customer Experience Lead at Knix

KnixToronto, ON, CA
Full-time

Lead exceptional customer interactions at Knix as a Customer Experience Lead.This role is centered on fostering an uplifting and confident shopping atmosphere.In your role, you will use your leader... Show more

 • Promoted

Best Buy Customer Care Team Leader

Best Buy CanadaRichmond Hill, York Region, CA
Full-time

Join Best Buy in Richmond Hill, Ontario as a Customer Care Team Leader.This role focuses on coaching a dedicated team to provide outstanding customer support and satisfaction.Wield your experience ... Show more

 • Promoted

Customer Experience Role at Relay

RelayToronto, ON, CA
Full-time

Support and elevate the customer journey as a Customer Experience Specialist at Relay.Engage with clients and help resolve issues through strong communication.This position focuses on enhancing cus... Show more

 • Promoted

Technical Team Lead

Range GroupToronto
Full-time

Technical Team Leader – TripArc’s Hotel Gateway Team.TripArc’s Hotel Gateway team is looking for an experienced Technical Team Leader to help manage a team of developers to build out software align... Show more

 • Promoted

Next Generation Customer Experience (Omnichannel) Manager

Takeda Canada Inc.Toronto
Full-time

By clicking the “Apply” button, I understand that my employment application process with Takeda will commence and that the information I provide in my application will be processed in line with Tak... Show more

 • Promoted

Part-Time Focus Group Participant - No Experience Required

ApexFocusGroupRichmond Hill
Full-time +1

Now accepting applicants for Focus Group studies.Earn up to $850 per week part-time working from home.Must register to see if you qualify.No Customer Service Representative Agent experience needed.... Show more

 • Promoted

Team Lead

Colliers InternationalToronto, ON, CA
Full-time

At Colliers Project Leaders, we deliver capital project solutions to fulfill our clients’ needs across the built environment.The work we do makes a difference in communities and for the people who ... Show more

 • Promoted

Lead for Technology Ecosystem Relations

Huawei Canadamarkham, on, Canada
Temporary

Explore a key role at Huawei Canada as a Technology Ecosystem and Academic Relations Lead on a 12-month contract.Manage strategic relationships to foster technology advancements.You will be at the ... Show more

 • Promoted

Retail Team Lead: Elevate Sales & Customer Experience

Club MonacoToronto, ON, CA
Full-time

A recognized fashion retailer is seeking an Assistant Manager in Toronto.This role involves supporting store operations, achieving sales goals, and training new associates.The ideal candidate has a... Show more

 • Promoted

Director of Customer Experience

MNP Executive Search & Professional RecruitmentToronto
Full-time

Director of Customer Experience.Director of Customer Experience.MNP Executive Search & Professional Recruitment.Localcoin, founded in 2017, is the largest Bitcoin ATM provider in Canada, with termi... Show more

 • Promoted

Customer Experience Leader

IndigoToronto, ON, CA
Full-time

Indigo is a physical and digital place inspired by books, ideas, beautifully designed lifestyle products, and the creative people who make it all happen.We believe in real books, living life fully ... Show more

 • Promoted

B2B Team Lead

TPToronto, ON, CA
Full-time

Advertised as: B2B Team Lead – Medical.Location: Toronto Office (75 Eglinton Avenue) – 90 days on site, then Hybrid.We are looking for a Sales Customer Experience Team Lead for a supplier servicing... Show more

 • Promoted

BrokerLink Customer Experience Leader Role

BrokerLinkMarkham
Full-time

Become a part of BrokerLink as a Customer Experience Leader for Personal Insurance, ideally suited for Mandarin or Cantonese speakers.This position emphasizes managing operations and enhancing cust... Show more

 • Promoted

Front Store Lead - Customer Experience & Team Oversight - C$18 - C$20.1 An Hour

Community PharmacyEast York, Canada
Full-time

Lead a pharmacy's front store operations, focusing on customer experience and staff management.Responsibilities include cash handling, training, and ensuring operational standards. Show more

 • Promoted

Team Lead

TechDoQuestToronto, Ontario, Canada
Full-time

OverviewSenior Manager @ TechDoQuest | Recruitment Strategies, Client Services Production Operations Performance Tuning Query & workload tuning Data Modeling Current-State Review Platform assessmen... Show more

 • Promoted

Customer Success Team Lead - $5,000 - $6,500 A Month - Remote

LinkGraphEast York, Canada
Remote
Full-time

Lead and develop a customer success team, manage client accounts, and drive upsell strategies for an SEO software company. Show more

 • Promoted

Technical Team Lead

Gala SolutionsToronto, Ontario, Canada
Full-time

Recruitment Manager at Gala Solutions Inc Job Description :.As an active member, you will be in the heart of a major transformation program supporting it as a Technical Leader.The Technical Leader ... Show more

 • Promoted

Noc Team Lead - C$60,835 - C$79,847 A Year

Long ViewEast York, Canada
Full-time

Lead a NOC team, manage client service delivery, and ensure operational excellence for IT infrastructure and cloud technologies, with a focus on incident management and client relations. Show more