Customer Experience Team Lead
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Job Location:
Sherbrooke - Canada
Monthly Salary:
Not Disclosed
Posted on:
30+ days ago
Vacancies:
1 Vacancy
Job Summary
BIS Safety Software is a fast-paced high-growth organization providing leading software for the safety industry. We are looking for a full-time Customer Experience Team Lead to join our team. This role is ideal for a passionate leader who thrives in dynamic environments and is dedicated to elevating customer service and team performance.
Founded in 2006 BIS is proudly headquartered in Sherwood Park Alberta. We have developed a world class software solution by emphasizing client relationships and continuous innovation and we are looking to continue our growth across North America and around the world.
Were looking for a Customer Experience Team Lead who can drive exceptional service by supporting coaching and empowering our front-line this role youll bring accountability and enthusiasm to a high-performing department that serves as the heart of the client experience at BIS. Youll review performance metrics guide team development lead meetings and champion new tools and processes all while maintaining a deep understanding of the big picture. If youre a compassionate leader with strong communication skills and a passion for people youll thrive at BIS Safety Software.
This is an in-person role based out of our Sherwood Park AB office.
In this role you will be expected to:
- Lead and support our Customer Experience team creating a culture focused on client satisfaction and team performance.
- Drive the consistent delivery of exceptional customer service by hosting regular 1:1s (weekly with remote monthly with in-office) to coach and develop team members.
- Manage day-to-day operations including team scheduling ticket/call 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.
- Actively participate and lead meetings and other leadership touchpoints.
- Provide hands-on support with calls and tickets as needed especially during high volume or complex situations.
- Monitor team workload assist with task delegation and ensure performance targets are being met and exceeded.
- 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 (e.g. AI tools like Ask Amy) contributing to documentation training and process improvements.
- Champion stability and growth through proactive engagement team feedback and a passion for continuous improvement.
- Support risk and compliance functions and contribute to a safe and effective working environment.
- Provide feedback to leadership to help maintain strategic alignment and drive department success.
You might be the right fit if you:
- Have strong emotional intelligence with the ability to lead with empathy and compassion.
- 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.
- 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 are skilled at navigating uncertainty.
- Thrive when mentoring others and are excited to help team members grow into their full potential.
- Can juggle analytics performance conversations and strategic improvements without losing sight of day-to-day operations.
- Are humble eager to learn and happy to ask questions and seek clarity where needed.
- Can keep the big picture in mind while addressing the immediate needs of the team.
Bonus points if you have:
- Experience working in SaaS or technical support environments.
- Familiarity with Zendesk Dialpad and other customer support platforms.
- A working understanding of CSAT and other customer experience KPIs.
- Exposure to AI tools and an excitement to explore how technology can enhance customer service.
- Demonstrated comfort handling difficult conversations and accountability in a supportive solution-focused way.
$60000 - $75000 a year
Salary ranges are based on experience reflecting the unique skillset each individual brings to the role.
Job ID: #L202511-03CETL
Why join us
At BIS we pride ourselves in being very entrepreneurial in nature. Our office is an open environment that lends itself to collaboration and organic learning. We integrate new ideas and best practices quickly when they further the development of our software and company. This flexibility is a key part of our culture and a reflection of our insightful and collaborative team.
Another key part of our culture is our purposeful avoidance of titles. We dont use job titles as they dont reflect the value we place on humility. And we lead with our heart treating all our customers and team members with integrity and compassion.
We are looking for like-minded individuals who are interested in growing with us.
In addition we also offer the following:
Comprehensive benefits package
Health spending account
Growth opportunities
Flexible working hours
On-the-job training
Work-life balance
Free on-site parking
Team Recognition Points
Social committee
Fun open and collaborative environment
Be More Than an Employee
BIS is a company where you can not only grow your career but also share in the success you help create.Our Employee Stock Ownership Plan (ESOP) allows you to own a piece of the business and build equity in the companys future.
Wed love to hear from you
If this describes you please submit a creative application that is sure to grab our attention.
We sincerely thank all applicants for their interest however only applicants selected for interviews will be contacted.
We may use artificial intelligence (AI) tools to support parts of the hiring process such as reviewing applications analyzing resumes or assessing responses. 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.
Key Skills
- Law Enforcement
- ABB
- Marine Biology
- Filing
- Automobile
- AV
About Company
BIS Safety Software provides comprehensive training & compliance software as well as 1,700+ online courses. Everything you need for your health & safety program
