Service Dispatch Lead

Service Dispatch Lead

About Clearbridge

At Clearbridge we dont just provide services - we build trust. Every customer interaction is an opportunity to show that someone truly gets it. That were listening. That we care. Were a team that thrives on solving real problems for real people not just checking boxes. If youre the kind of person who lights up when a customer says Thank you you really understood what I needed then youre going to love it here.

Role Mission

As our Service Dispatch Lead you are the heartbeat of our customer experience. Youre not just answering calls - youre the person who gets it. You connect the dots between what customers say and what they actually need. You spot patterns others miss. You turn chaos into clarity and ensure nothing falls through the cracks.

This is a people role. Youll work with each of our customers making sure every request lands in the right hands with the right context at the right time. Youll turn frustrated customers into loyal advocates and recurring issues into permanent fixes.

Translation:Youre the glue that holds our service experience together - and customers notice.

The Ideal Candidate

Our perfect Service Dispatch Lead is someone who:

• Thrives on human connection - You dont just manage requests; you build rapport in minutes and make customers feel genuinely heard.
• Sees the bigger picture - You dont stop at the surface. You ask Why is this happening again and help solve root causes.
• Stays calm under pressure - Even when things are on fire youre the steady voice customers trust.
• Loves being visible - Youre energized by constant interaction not drained by it.
• Connects dots naturally - You notice trends spot themes and help teams work smarter not harder.
• Communicates like a pro - Clear confident and professional - whether youre talking to a frustrated customer or briefing leadership.

You dont need to be a tech wizard. But you do need to be curious relational and obsessed with making customers lives easier.

Responsibilities & Expectations

Customer Obsession in Action

• Be the first voice customers hear - calm confident and ready to help
• Take time to truly understand the request before routing it
• Build trust fast by listening actively asking thoughtful questions and making customers feel like theyre in good hands
• Handle high-stakes or sensitive situations with grace and professionalism

Dispatch & Coordination Excellence

• Own the intake prioritization and routing of all incoming service requests
• Serve as the central dispatch hub across IT Services Professional Services Development and Marketing Services
• Act as pod lead for assigned customers coordinating work across delivery roles to ensure seamless handoffs and aligned priorities
• Translate vague or urgent customer needs into clear actionable context for delivery teams
• Validate requests for urgency scope and impact before dispatching

Pattern Recognition & Problem Solving

• Spot recurring issues and underlying problems contributing to repeat tickets
• Connect day-to-day requests to broader service trends and help teams move beyond surface-level fixes
• Identify opportunities for sales support and proactive customer engagement
• Support escalation management by framing issues accurately and ensuring swift resolution

Culture Champion

• Model Clearbridges customer-obsessed mindset in every interaction
• Be the example of what getting it right looks like for the team

Required Experience & Skills

• 4 to 6 years in a customer-facing service coordination or operations role
• Experience in managed services consulting or fast-paced service environments strongly preferred
• Exceptional verbal and written communication skills - professional approachable and crystal clear
• Demonstrated ability to listen actively ask smart questions and synthesize information quickly
• High emotional intelligence - you navigate complex or frustrated customers with ease
• Strong judgment and confidence in prioritizing work in real time
• Natural curiosity about how businesses operate and how issues connect across teams
• Energized by being highly visible - you love interacting with people all day long

Benefits/Perks

• Competitive salary and benefits package
• Professional development opportunities and training
• A team that genuinely values your ideas and your impact
• The satisfaction of knowing youre making customers days better - every single day

Location

This is an in-person role based in Abbotsford BC.

Required Experience:

Senior IC