Customer Quality & Service Leader - Escalations

Merrithew®; Toronto; On-site; CAD 75,000 - 100,000; Full time

Job summary

Merrithew in Toronto seeks a Customer Quality and Service Supervisor to lead the day-to-day customer service function, manage escalations, and collaborate with Quality, Operations, Engineering and Product Development to resolve product issues. The ideal candidate has 5-7 years in quality-related roles, 3+ years in B2C service, strong leadership, and a track record of process improvement and CAPA.

This role offers a competitive Canadian salary and benefits within a growing fitness education

Qualifications

• 5-7 years of progressive experience in Quality/Customer Quality roles.
• 3+ years in a B2C customer service environment.
• Experience with CRM/ERP systems and QA processes.

Responsibilities

• Supervise, coach, and support Customer Service Coordinators in inquiries, complaints, warranties, and product concerns.
• Manage workload, priorities, escalations, and response times to ensure a consistent customer experience.
• Develop and implement processes and training to improve service levels and drive root-cause resolution.

Skills

B2C customer service

Team leadership

Communication skills

Problem solving

Customer experience

Education

Bachelor's degree in Engineering/Quality/Manufacturing/Business

Tools

CRM

ERP

Quality Management Systems

Job description

Merrithew in Toronto seeks a Customer Quality and Service Supervisor to lead the day-to-day customer service function, manage escalations, and collaborate with Quality, Operations, Engineering and Product Development to resolve product issues. The ideal candidate has 5-7 years in quality-related roles, 3+ years in B2C service, strong leadership, and a track record of process improvement and CAPA.

This role offers a competitive Canadian salary and benefits within a growing fitness education