Customer Service Manager

Lead the charge in elevating customer experience atIntellijointSurgical! Type of Position

Full-time- In-officepresence 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 Company

IntellijointSurgical

develops effective and easy-to-use products to enhanceorthopaedicsurgeons’ care and patients’ lives. Today,Intellijointtechnology lives in the operating room, helping surgeons improve implant positioning during hip and knee replacement surgeries. Our technology has been used in over80,000 surgeries, helping us gain real-world feedback from patients and surgeons to improve our products. We are seeking a Customer Service Manager to join ourgrowingCommercial Excellenceteam to help bring innovative technologies to the market. Position

The Customer Service Manager is afrontlineleadership role atIntellijointSurgical, responsible for ensuring thesales organization and customers receivetimely,accurate, and high-quality support to win new business and effectively serve existing customers. Reportingdirectlyto theCEO,this roleowns day-to-day execution and prioritization of all customer service activities and serves as the primary point of contact between thefield 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 empathyandgoes 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 onprioritiesand service standards Partner with HQ departments to ensure customer service activities are well-coordinated and effective Act as the primary advocate for customerand sales teamneeds, 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 ofIntellijoint’ssalesreps 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,timelycommunication to the sales teamregardingstatus, 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 ensurecomplaints and feedbackare resolved quickly and effectively Serve as thecentral pointof 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 elevate 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 the 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 businesssystems, 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 businessor related field 5–10 years’ progressive customer service, sales support, or commercial operations experience Hands-on people leadership experience Proficiencyin CRM(Salesforce) and ERP (NetSuite)tools Trained or certified inlean, Six Sigma, or related continuous improvement methodologies Strong cross-functional collaboration experience in a growing business Comfortoperatingin ambiguity and prioritizing competing demands Excellent communication skills-clear, empathetic, and adaptable Highly organized and detail-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 supportfor career development and growth Work with innovative products that can improve surgical outcomes and enhance patients’ quality of life Be ready to innovate! Work alongsidea highly talentedand 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 changeand share in our excitement as we scale Flexibility so that you can do your best both at work and outside of it IntellijointSurgical is committed to creating an accessible and inclusive work environment. It is our policy to recruit and select applicants solelyon the basis oftheir 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. IntellijointSurgical encourages applications from all qualified candidates. Those in need of accommodation at any stage in the recruitment process should notifyhr@intellijointsurgical.com. Any information received that relates to accommodation needs of a candidate will be addressed in a confidential manner.

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