Customer Experience Team Leader & Coach

Boldr; Brantford; On-site; CAD 60,000 - 80,000; Full time

Job summary

A global service organization in Brantford is seeking a Team Captain to lead a team of Customer Advocates. You will ensure the delivery of exceptional service, inspire team engagement, and drive operational excellence. The ideal candidate will have a strong background in customer experience and team management, along with excellent leadership and communication skills. This role offers the opportunity to make a significant impact in a dynamic environment.

Qualifications

• 3+ years of experience leading customer-facing or operations teams.
• Strong background in customer experience, hospitality, or service-driven environments.
• Proven success in coaching, performance management, and team development.

Responsibilities

• Lead and coach a team of Customer Advocates to achieve individual and team goals.
• Oversee daily operations and ensure consistent delivery of exceptional customer experiences.
• Analyze trends and metrics to identify opportunities for process or service improvements.

Skills

Leadership

Customer advocacy

Empathy

Analytical skills

Communication

Education

Bachelor's degree in a related field

Tools

CRM platforms (Zendesk or Salesforce)

Cloud-based applications (Google Workspace, MS Office)

Job description

A global service organization in Brantford is seeking a Team Captain to lead a team of Customer Advocates. You will ensure the delivery of exceptional service, inspire team engagement, and drive operational excellence. The ideal candidate will have a strong background in customer experience and team management, along with excellent leadership and communication skills. This role offers the opportunity to make a significant impact in a dynamic environment.