Customer Service, Team Lead

This is a fully remote position, open to applicants in Canada.

📋 Description

• Drive the transformation of commercial agreements and service entitlements into explicit operational requirements, service level agreements (SLAs), and definitions of completion.

• Collaborate with cross-functional teams to establish intake, routing, and resolution workflows.

• Clarify roles, handoffs, and compliance with controls.

• Examine case trends, backlog causes, and capacity indicators.

• Propose data-driven enhancements while considering limitations and risks.

• Develop service playbooks, standard operating procedures, and knowledge documentation.

• Revise templates and training materials to embed changes effectively.

• Manage preparedness for new products and promotional campaigns.

• Verify volumes, policies, disclosures, and support pathways with related teams.

• Handle complex escalations and review complaints.

• Compile stakeholder feedback, document decisions, and maintain audit-ready records.

• Establish key performance indicators (KPIs), track benefits, and identify leading indicators to assist in planning and preventing issues.

⛳️ Requirements

• A High School Diploma/GED or equivalent experience is required.

• A minimum of 3 years of experience in logistics operations, transportation administration, fleet coordination, customer service operations, order management, or a related field is necessary.

• Bilingual skills are an advantage.

• An Associate's degree in logistics, supply chain, transportation, business administration, operations, or a related field, or equivalent experience is preferred.

• Possession of certifications such as Certified Supply Chain Professional (CSCP), Certified Logistics, Transportation and Distribution (CLTD), Certified in Planning and Inventory Management (CPIM), or equivalent certifications is preferred.

🏝️ Benefits

• Medical, dental, and vision coverage.

• Backup dependent care services.

• Adoption support.

• Infertility treatment coverage.

• Family planning assistance.

• Behavioral health resources.

• Paid parental leave.

• Paid caregiver leave.

• Training initiatives.

• Resources for professional development.

• Mentorship opportunities.

• Employee resource groups.

• Volunteer opportunities.