Customer Service Team Lead

SPS; Toronto; On-site; CAD 32,000 - 34,000; Full time

Benefits offered by this job

Career Growth

Learning & Development

Bonuses for referrals

Paid Time Off

Benefits package

Job summary

SPS in Toronto is seeking a Lead Customer Service Associate to guide the front-line team, ensuring exceptional service while supporting daily operations and policy adherence.

You will coach agents, handle escalations, monitor performance, and help with onboarding. The role emphasizes a positive, customer-focused environment and collaboration with management to improve service standards. The position offers growth opportunities and a comprehensive benefits package.

Qualifications

• 2-4 years of customer service experience.
• Previous leadership or team lead experience preferred.
• Strong communication and conflict-resolution skills.
• Proficiency with CRM systems and Microsoft Office.
• Ability to work in a fast-paced environment and manage multiple priorities.

Responsibilities

• Deliver outstanding customer service through professional and timely interactions.
• Handle complex customer inquiries, complaints, and escalations.
• Resolve customer issues efficiently while maintaining a positive customer experience.
• Monitor service quality and ensure adherence to established service standards.
• Serve as a point of contact and resource for Customer Service Associates.
• Provide coaching, mentoring, and day-to-day guidance to team members.
• Assist with onboarding and training of new employees.
• Promote a positive, collaborative, and customer-focused work environment.
• Support management in communicating policies, procedures, and operational updates.
• Assist in coordinating daily workflow and staffing coverage.
• Monitor individual and team performance metrics.
• Identify opportunities for process improvements and increased efficiency.
• Ensure accurate documentation of customer interactions and case resolutions.
• Support compliance with company policies, procedures, and confidentiality requirements.
• Prepare and maintain service reports and operational records as needed.
• Track customer satisfaction trends and recommend solutions to improve performance.
• Assist management with special projects and departmental initiatives.

Skills

Customer service

Leadership

Coaching

Communication

Conflict resolution

Problem solving

Multitasking

Education

High school diploma or equivalent

Associate's or Bachelor's degree preferred

Tools

CRM systems

Microsoft Office

Job description

SPS in Toronto is seeking a Lead Customer Service Associate to guide the front-line team, ensuring exceptional service while supporting daily operations and policy adherence.

You will coach agents, handle escalations, monitor performance, and help with onboarding. The role emphasizes a positive, customer-focused environment and collaboration with management to improve service standards. The position offers growth opportunities and a comprehensive benefits package.