Customer Service Team Lead

3 weeks ago
Full-time
Senior
Customer and Technical Support
AlgaeCal

AlgaeCal

AlgaeCal specializes in producing natural algae-based calcium supplements that are clinically proven to increase bone density, utilizing a whole food approach derived from sustainably harvested marine algae rich in essential minerals.

Health Care Providers & Services
51-250
Founded 2006

Description

  • Lead and support a customer service team in a fast-paced customer success center.
  • Coach and develop team members’ customer service and sales performance.
  • Drive improvements in CSAT, conversion rates, and average order value.
  • Identify areas of opportunity, create action plans, and implement solutions to achieve results.
  • Help team members provide thorough, caring support to each caller, even when calls take significant time.
  • Attract, hire, and retain strong team members who fit the team culture.
  • Work collaboratively in a values-based, people-first environment.
  • Contribute to a customer support operation that serves clients daily in Pacific Standard Time.

Requirements

  • 5+ years of experience in a customer service environment.
  • 2+ years of customer service management experience.
  • Demonstrated success getting strong performance from a team.
  • Experience with CRM and contact center platforms, such as Talkdesk.
  • Proven ability to coach and develop customer service and sales skills.
  • Track record of improving CSAT, conversion rates, and average order value.
  • Ability to identify opportunities, develop plans, and execute to results.
  • A genuine people-first mindset and strong alignment with the company’s values.
  • Ability to work Monday through Friday, 8am–4pm PST.
  • Vancouver-based candidates preferred for the hybrid work arrangement.

Benefits

  • Salary range of $80,000 to $95,000 depending on experience.
  • Generous healthcare package.
  • Monthly team events and activities.
  • Flexible stat holidays with the option to bank days for later use.
  • Weekly team lunches.
  • Hybrid work environment with work from home 2 days per week for Vancouver-based employees.
  • Casual dress code.
  • Dog-friendly Yaletown office near SkyTrain.
  • Paid professional development conferences or workshops, including fees, accommodation, travel, meals, and materials.

Interested in this position?

Apply directly on the company website

Apply Now

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