Client Services Team Lead

Worksite Safety; Burlington; On-site; CAD 55,000 - 70,000; Full time

Benefits offered by this job

Competitive salary

3 weeks vacation

Health benefits

Learning opportunities

Positive culture

Job summary

Worksite is seeking a Client Services Team Lead in Burlington, ON to guide a team of 10-15 associates, coach on tickets, calls and emails, and ensure outstanding client interactions for a national client base.

This full-time, in-office role requires leadership skills, onboarding of new hires, and KPI-driven performance feedback. You’ll collaborate across departments to continually improve the client experience and team wellbeing.

Qualifications

• Experience leading direct reports and teams toward shared goals.
• Background in customer service or technical support with strong communication.
• Performance reviews, feedback and succession planning experience.
• Agile mindset to support growth and service expansion.
• Experience with a CRM system, Zendesk preferred.
• Strong verbal and written communication skills.
• Eligible to work in Canada and hold a valid Ontario driver's licence.
• Experience in health and safety is a bonus.

Responsibilities

• Monitor customer interactions and coach on quality of support.
• Assign tasks and workloads to team members.
• Recruit and onboard new hires for the client services group.
• Ensure proper shift coverage and weekend scheduling as needed.
• Collaborate with other departments to relay client feedback.
• Maintain and update the digital knowledge base.
• Identify knowledge gaps and deliver ongoing training.
• Review interactions to ensure guidance and skills for success.
• Assist with ticket support during high-volume periods.

Skills

Team leadership

Coaching

Customer service

CRM Zendesk

Performance mgmt

Communication

Agile mindset

Tools

Zendesk

Job description

Position: Client Services Team Lead

Employment: Full-time (40 Hours/Week)

Location: Burlington, ON - In Office
Salary: $55,000 - 70,000/year

We’re looking for an enthusiastic Client Services Team Lead who is passionate about amazing customer service and building a great team environment. If you love helping people both enjoy their work lives and be successful in their roles, then this role is for you!

The Client Services Team Lead will oversee a team of 10 - 15 Client Services Associates and provide coaching on ticket-based calls, emails and chats, ensuring quality interactions with Worksite's national client base of employers, employees and job seekers. You will be responsible for overseeing the day to day activities of team and overall function of the Client Services role. This will include: team training and coaching through ticket review and call listening, representing the needs of the team in management meetings, involvement in recruiting, hiring and onboarding of new team members, and providing ongoing feedback on their performance based on established KPIs.

Through a deep understanding and knowledge of our health and safety products and services, as well as a genuine love of helping people, you will motivate and support the Client Services team to ensure that the customer’s journey, as well as the Client Services Associate's work experience, is a fantastic one!

Based out of the Burlington, ON head office, this full-time role works in-office Monday to Friday, with a minimum of one 11-7 shift per week, and the occasional need to work Saturday or Sunday.

As a Client Services Team Lead you can expect to:

• Monitor customer interactions through chat, phone and email and provide coaching to the client services team on the quality of their support to clients
• Assign responsibilities to the team and assign work as needed
• Recruit and onboard new team members
• Ensure appropriate shift coverage and schedule the team for shifts throughout the week/weekend
• Collaborate with other Worksite departments to share client feedback for improved client experience
• Manage the digital knowledge base
• Identify any gaps in knowledge and provide continued training to the Client Services team
• Review customer-team interactions and ensure the team has the skills and guidance needed for success
• Assist with ticket support when required, by taking calls, chats and emails during high-volume and peak times
  
• Identify areas to improve customer experience based on customer feedback and your own observations

About You

You’ll be a perfect fit for this energetic team if you:

• Enjoy working in an office and leading a team, giving feedback and working towards shared goals
• Love talking with customers and colleagues alike, learning what they need and helping them find a solution
• Think outside the box when it comes to solutions that are surprisingly helpful to ensure our clients, and the team are happy
• Believe that change is a good thing, and are optimistic about the unexpected and unplanned
• Navigate the internet and apps at lightning speed, but you are genuinely patient and understand that not everyone has the great technical skills that you have.

You’ll need to bring:

• Experience having direct reports and playing an active role in bringing about individual, team and company success
• Experience in a relationship-centric communications-based role such as customer service or technical support
• Experience in performance management including reviews, constructive feedback and succession planning
• An Agile mindset as we continue to grow and expand our services to support our dynamic client base
• Experience with a CRM and/or client support system (Zendesk preferred)
• Strong verbal and written communication skills
• Able to legally work in Canada
  
• Valid Ontario driver's licence
• Experience working in health and safety is a definite bonus!

Why a career at Worksite is for you:

• Competitive salary rate
• Three weeks' paid vacation
• Health benefits package (fully funded by Worksite), including Wellness and Health Spending allowances
  
• Collaborative and exciting work environment
• Ongoing opportunities for learning
• Working on an awesome team with a great company culture!
  

For a little more about us, please check out: https://www.youtube.com/watch?v=4FpJSm9We4o

About Worksite

Worksite is one of Canada’s leading providers of occupational health and safety services, and was listed on the Growth 500 as one of Canada's Fastest Growing Companies for the third consecutive year in 2020 by Canadian Business and Maclean's.

We help workers stay safe, and we help employers make it happen. We believe that work life should be enjoyable, and that creating a safe workplace should be enjoyable too. We do that through providing our clients with excellence in advice and service, as well as delivering high-quality online, instructor led training, and safety products.

Worksite is committed to providing a diverse and inclusive workplace. We encourage applications from all qualified candidates, including those with disabilities, and will make all reasonable accommodations needed to ensure fairness in the recruitment, assessment and selection process.

Worksite Values

Building Together- We work collaboratively because we know that everyone have great ideas and unique perspectives build a better result. We are stronger when we are all-in as one team.

Growing Through Experimentation- We relentlessly pursue our vision by improving and expanding what we do, experimenting with new ideas, and valuing tests over assumptions.

Being Surprisingly Helpful- We look for ways to surprise and delight by going above and beyond to help others, even when we don't stand to gain anything from it.

Enjoying our Work Life- Because our lives are better when we enjoy our work, we build genuine, positive, and supportive relationships with each other and inject a little fun wherever we can.