Customer Experience Team Lead

BIS Safety Software; Sherwood Park; On-site; CAD 60,000 - 75,000; Full time

Job summary

A software company specializing in safety solutions is searching for a Customer Experience Team Lead in Sherwood Park, Alberta. The ideal candidate will enhance customer service through coaching and empowering the front-line team. Responsibilities include team performance analysis and managing operations to ensure exceptional service delivery. A tight-knit culture encourages collaboration and growth, making this an exciting opportunity to impact client relationships significantly.

Benefits

Health spending account

Growth opportunities

Flexible working hours

Fun, open and collaborative environment

Employee Stock Ownership Plan (ESOP)

Qualifications

• Strong emotional intelligence and ability to lead with compassion.
• Motivated and passionate about supporting customers and team members.
• Proven ability to coach others on empathy and professionalism.

Responsibilities

• Lead and support the Customer Experience team to enhance client satisfaction.
• Manage daily operations and analyze team performance metrics.
• Drive training and the adoption of new tools and technologies.

Skills

Emotional intelligence

Leadership with empathy

Excellent communication skills

Performance analytics

Coaching and mentoring

Tools

Zendesk

Dialpad

Job description

BIS Safety Software is a fast‑paced, high‑growth organization providing leading software for the safety industry. We are looking for a full‑time Customer Experience Team Lead to join our team. This role is ideal for a passionate leader who thrives in dynamic environments and is dedicated to elevating customer service and team performance.

Founded in 2006, BIS is proudly headquartered in Sherwood Park, Alberta. We have developed a world‑class software solution by emphasizing client relationships and continuous innovation, and we are looking to continue our growth across North America and around the world.

We’re looking for a Customer Experience Team Lead who can drive exceptional service by supporting, coaching, and empowering our front‑line team. In this role, you’ll bring accountability and enthusiasm to a high‑performing department that serves as the heart of the client experience at BIS. You’ll review performance metrics, guide team development, lead meetings, and champion new tools and processes, all while maintaining a deep understanding of the big picture. If you're a compassionate leader with strong communication skills and a passion for people, you’ll thrive at BIS Safety Software.

This is an in‑person role based out of our Sherwood Park, AB office.

In This Role, You Will Be Expected To

• Lead and support our Customer Experience team, creating a culture focused on client satisfaction and team performance.
• Drive the consistent delivery of exceptional customer service by hosting regular 1:1s (weekly with remote, monthly with in‑office) to coach and develop team members.
• Manage day‑to‑day operations including team scheduling, ticket/call reviews, PM case reviews, and interdepartmental communications.
• Analyze team performance metrics (response times, CSAT, call quality, missed calls) and use data to inform decisions and improve service outcomes.
• Actively participate and lead meetings and other leadership touchpoints.
• Provide hands‑on support with calls and tickets as needed, especially during high volume or complex situations.
• Monitor team workload, assist with task delegation, and ensure performance targets are being met and exceeded.
• Serve as a key point of contact for team member questions, offering coaching and feedback in a timely, supportive, and constructive manner.
• Support the rollout and adoption of new tools and technologies (e.g., AI tools like Ask Amy), contributing to documentation, training, and process improvements.
• Champion stability and growth through proactive engagement, team feedback, and a passion for continuous improvement.
• Support risk and compliance functions and contribute to a safe and effective working environment.
• Provide feedback to leadership to help maintain strategic alignment and drive department success.

You Might Be The Right Fit If You

• Have strong emotional intelligence, with the ability to lead with empathy and compassion.
• Are driven, motivated, and passionate about helping people – both customers and team members.
• Possess excellent communication skills and can coach others on tone, empathy, and professionalism.
• Lead with ownership, not just task completion – you take initiative and follow through.
• Embrace feedback and change, seeing both as opportunities to grow.
• Are energized by fast‑paced environments and are skilled at navigating uncertainty.
• Thrive when mentoring others and are excited to help team members grow into their full potential.
• Can juggle analytics, performance conversations, and strategic improvements without losing sight of day‑to‑day operations.
• Are humble, eager to learn, and happy to ask questions and seek clarity where needed.
• Can keep the big picture in mind while addressing the immediate needs of the team.

Bonus Points If You Have

• Experience working in SaaS or technical support environments.
• Familiarity with Zendesk, Dialpad, and other customer support platforms.
• A working understanding of CSAT and other customer experience KPIs.
• Exposure to AI tools and an excitement to explore how technology can enhance customer service.
• Demonstrated comfort handling difficult conversations and accountability in a supportive, solution‑focused way.

Salary: $60,000 - $75,000 a year. Salary ranges are based on experience, reflecting the unique skillset each individual brings to the role.

Why join us

At BIS, we pride ourselves in being very entrepreneurial in nature. Our office is an open environment that lends itself to collaboration and organic learning. We integrate new ideas and best practices quickly when they further the development of our software and company. This flexibility is a key part of our culture and a reflection of our insightful and collaborative team.

Another key part of our culture is our purposeful avoidance of titles. We don’t use job titles as they don’t reflect the value we place on humility. And we lead with our heart, treating all our customers and team members with integrity and compassion. We are looking for like‑minded individuals who are interested in growing with us.

Comprehensive Benefits Package

• Health spending account
• Growth opportunities
• Flexible working hours
• On‑job training
• Work‑life balance
• Free on‑site parking
• Team Recognition Points
• Social committee
• Fun, open and collaborative environment
• Be More Than an Employee
• Employee Stock Ownership Plan (ESOP) allows you to own a piece of the business and build equity in the company’s future.

We’d love to hear from you

If this describes you, please submit a creative application that is sure to grab our attention. Visit our Careers Page to learn more.

We sincerely thank all applicants for their interest, however, only applicants selected for interviews will be contacted.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.