Call Centre Operations Manager

DBNC Group; Toronto; On-site; CAD 65,000 - 85,000; Full time

Job summary

DBNC Group, a growing online auction business, seeks a strong leader to own and scale the customer support function. You’ll drive operating rhythms, staffing, escalations, and quality to deliver a high-trust, low-friction auction experience.

You’ll absorb the system quickly, lead by example, and partner across teams to reduce churn, improve retention, and elevate service levels. The role grows from 6 to 10 agents with direct access to leadership and COO support.

Qualifications

• Strong leadership and the ability to earn trust quickly.
• A fast-learning mindset and the ability to absorb systems, nuance, and complexity.
• A hands-on, doer mentality — someone who solves, improves, and leads by example.

Responsibilities

• Lead customer service and operating rhythms — including processes, staffing, escalations, quality, and cross-functional coordination.
• Hit clear service levels, reduce preventable issues, and improve customer retention.
• Absorb and master the system within weeks; become the strongest operator in customer support operations.
• Map training and implement meaningful improvements to the customer support/operations team within 6–12 months.
• Reduce churn and build relationships with high-level clients as the team scales from 6 to 10.

Skills

Strong leadership

Trust-building

Fast-learning

Hands-on

Team leadership

Job description

If you’re the kind of leader who doesn’t just manage a support team but makes the whole customer experience smoother, stronger, and more trusted, this role could be a great fit.

We’re looking for someone who can step into a growing online auction business, master the system fast, lead from the front, and raise the standard of how customer support operates. This is a role for a strong leader, a quick learner, and a doer — someone who can solve problems in real time, improve how things get done, and become a trusted point person for both customers and team members.

You won’t be buried in corporate layers here. You’ll have real ownership, real visibility, and a real chance to shape how support operations scale.

Our 3rd-generation family business spans real estate, storage, brokerage, and hospitality. We’ve been around for decades and are still growing. Many of our team members have been with us for 10+ years. We’re known for our “Work Hard, Play Hard, Rest Hard” culture — with group parties, BBQs, and boat cruises (yes, with dancing). The vibe is personal and collaborative, not corporate.

To thrive in this role, you’ll need to bring:

• Strong leadership and the ability to earn trust quickly
• A fast-learning mindset and the ability to absorb systems, nuance, and complexity
• A hands-on, doer mentality — someone who solves, improves, and leads by example

Your mission is to deliver a high-trust, low-friction auction experience by leading customer service and operating rhythms — including processes, staffing, escalations, quality, and cross-functional coordination — to hit clear service levels, reduce preventable issues, and improve customer retention.

In the first few weeks, you’ll be expected to deeply absorb and fully understand the nuance of the actual system. Within 4 weeks, your goal is to become as knowledgeable as the strongest operator on the team when it comes to customer support operations — able to make any call, handle any issue or ticket, understand the customer’s real problems and needs, and already start thinking about how to do things better.

By 60 days, you’ll have mapped out training with the support of the COO and implemented 1 or 2 meaningful improvements to the customer support / operations team. By 90 days, you’ll be reviewing and improving other team members’ work and output while continuing to lead by example and improve the system yourself.

At the 6-month mark, you’ll have built strong relationships with the user base and become the go-to person for high-level clients. Over your first year, your success will be measured by how effectively you reduce churn to as close to zero as possible.

You’ll lead a team of 6 that’s growing to 10. You’ll have direct access to leadership, real support from the COO, and the ability to work across teams to make smarter decisions faster. This is not a role where you sit back and supervise from a distance. This is a role for someone who wants to own outcomes, improve systems, mentor people, and make a visible difference in a growing SaaS / tech-enabled auction business.

Compensation for this full-time role is $65,000-$85,000, depending on experience and fit. There’s no regular travel required, though there may be possible bi-annual trips to Las Vegas.

Why Apply

• Own and improve a critical customer-facing function in a growing online auction business
• Lead a team that’s scaling from 6 to 10, with real influence over standards, training, and performance
• Work directly with leadership, without layers of corporate bureaucracy
• Build trusted relationships with customers and become a key person for high-level clients
• Create meaningful operational improvements that reduce friction, prevent issues, and drive retention
• Join a long-standing family business with strong culture, real stability, and room to grow across multiple companies