Customer Service Team Leader

Copeland; Canada; Sur place; CAD 65 000 - 95 000; Plein temps

Avantages offerts par ce poste

Medical insurance

Paid parental leave

Vacation and holidays

Résumé du poste

Copeland is seeking a Customer Support Team Lead in Canada to drive KPI attainment by balancing workload, capacity, and resources. The role oversees the Salesforce queue, ensures timely ticket handling and escalates complex issues for resolution. Collaboration with the Software Team and installation queues ensures a seamless customer journey.

You will lead onboarding and training, coach the team, and contribute to continuous service improvements and knowledge sharing across departments.

Qualifications

• High school diploma or equivalent required.
• 2+ years in a customer support role handling product issues.
• Experience troubleshooting software/hardware products.
• Strong problem-solving and communication skills.
• Ability to manage multiple inquiries while maintaining satisfaction.
• Comfort with ticketing systems and CRMs.

Responsabilités

• Lead the Customer Support team to meet monthly KPIs.
• Supervise Salesforce queue, ticket prioritization and SLAs.
• Escalate complex issues to software team and coordinate resolution.
• Manage onboarding and training for new team members.
• Coach team, identify process improvements, and maintain knowledge base.
• Collaborate with cross-functional teams to improve customer experience.

Connaissances

Team leadership

Customer support

Troubleshooting

Communication

Multitasking

Formation

High school diploma or equivalent

Postsecondary education asset

Description du poste

### Customer Support Team Lead – Job Description* Ensure the team consistently meets or exceeds monthly KPI targets by effectively managing workload, resources, and team capacity.* Oversee the Customer Support Salesforce queue, ensuring tickets are promptly assigned, prioritized, and resolved within established service levels.* Monitor the website support phone queue to ensure adequate coverage and timely response to inbound customer calls.* Serve as the escalation point for complex, high-priority, or sensitive customer issues, ensuring exceptional customer experience and resolution.* Collaborate closely with the Software Team by escalating critical software issues and tracking progress to ensure timely resolution of high-impact defects.* Manage the Verdant Installation queue in Salesforce, ensuring installation opportunities are assigned promptly, bids are completed, and customers are connected with the appropriate Installation Team.* Administer the Calendly scheduling platform, maintaining sufficient availability for customer training sessions while balancing team workload and operational responsibilities.* Oversee the Verdant Plus program by monitoring sales activity, maintaining accurate customer subscription status, and assigning Dedicated Support Representatives as required.* Lead onboarding and training efforts for new Customer Support team members, including creating training plans, conducting sessions, and monitoring progress.* Support cross-functional onboarding initiatives by delivering customer support training and process education to new employees across other departments.* Monitor team performance, provide coaching and feedback, and identify opportunities for continuous improvement in customer service quality and operational efficiency.* Develop and maintain support processes, documentation, and best practices to ensure consistent service delivery and knowledge sharing across the team. **Qualifications & Experience*** High school diploma or equivalent required.* Minimum of **2 years of experience in a customer support role** involving product support and troubleshooting.* Experience troubleshooting **software and/or hardware products** and assisting customers with technical issues.* Strong problem-solving skills and ability to diagnose and resolve customer issues efficiently.* Excellent verbal and written communication skills.* Ability to manage multiple customer inquiries while maintaining a high level of customer satisfaction.* Comfortable working with support ticketing systems, CRM platforms, and other customer service tools.* Team-oriented with a customer-first mindset.**Preferred (Not Required)*** Previous experience in a **customer support management or supervisory role**.* Experience developing support processes, mentoring team members, or managing customer escalations.**Education*** High school diploma or equivalent required.* Postsecondary education in a technical, business, or related field is considered an asset but is not required. ### Customer Support Team Lead – Job Description* Ensure the team consistently meets or exceeds monthly KPI targets by effectively managing workload, resources, and team capacity.* Oversee the Customer Support Salesforce queue, ensuring tickets are promptly assigned, prioritized, and resolved within established service levels.* Monitor the website support phone queue to ensure adequate coverage and timely response to inbound customer calls.* Serve as the escalation point for complex, high-priority, or sensitive customer issues, ensuring exceptional customer experience and resolution.* Collaborate closely with the Software Team by escalating critical software issues and tracking progress to ensure timely resolution of high-impact defects.* Manage the Verdant Installation queue in Salesforce, ensuring installation opportunities are assigned promptly, bids are completed, and customers are connected with the appropriate Installation Team.* Administer the Calendly scheduling platform, maintaining sufficient availability for customer training sessions while balancing team workload and operational responsibilities.* Oversee the Verdant Plus program by monitoring sales activity, maintaining accurate customer subscription status, and assigning Dedicated Support Representatives as required.* Lead onboarding and training efforts for new Customer Support team members, including creating training plans, conducting sessions, and monitoring progress.* Support cross-functional onboarding initiatives by delivering customer support training and process education to new employees across other departments.* Monitor team performance, provide coaching and feedback, and identify opportunities for continuous improvement in customer service quality and operational efficiency.* Develop and maintain support processes, documentation, and best practices to ensure consistent service delivery and knowledge sharing across the team. **Qualifications & Experience*** High school diploma or equivalent required.* Minimum of **2 years of experience in a customer support role** involving product support and troubleshooting.* Experience troubleshooting **software and/or hardware products** and assisting customers with technical issues.* Strong problem-solving skills and ability to diagnose and resolve customer issues efficiently.* Excellent verbal and written communication skills.* Ability to manage multiple customer inquiries while maintaining a high level of customer satisfaction.* Comfortable working with support ticketing systems, CRM platforms, and other customer service tools.* Team-oriented with a customer-first mindset.**Preferred (Not Required)*** Previous experience in a **customer support management or supervisory role**.* Experience developing support processes, mentoring team members, or managing customer escalations.**Education*** High school diploma or equivalent required.* Postsecondary education in a technical, business, or related field is considered an asset but is not required.**About Us**We are a global climate technologies company engineered for sustainability. We create sustainable and efficient residential, commercial and industrial spaces through HVACR technologies. We protect temperature-sensitive goods throughout the cold chain. And we bring comfort to people globally. Best-in-class engineering, design and manufacturing combined with category-leading brands in compression, controls, software and monitoring solutions result in next-generation climate technology that is built for the needs of the world ahead.Whether you are a professional looking for a career change, an undergraduate student exploring your first opportunity, or recent graduate with an advanced degree, we have opportunities that will allow you to innovate, be challenged and make an impact. Join our team and start your journey today!**Our Commitment to Our People**Across the globe, we are united by a singular Purpose: Sustainability is no small ambition. That’s why everything we do is geared toward a sustainable future—for our generation and all those to come. Through groundbreaking innovations, HVACR technology and cold chain solutions, we are reducing carbon emissions and improving energy efficiency in spaces of all sizes, from residential to commercial to industrial.We invest in our employees to ensure they have the marketplace knowledge, skills, and competencies to bring this purpose to life while competing and leading in a global economy. Our training programs focus on end-to-end development, from onboarding through senior leadership.Flexible and competitive benefits plans offer the right options to meet your individual/family needs: medical insurance plans, dental and vision coverage, defined contribution pension plan and more. We provide employees with flexible time off plans, including paid parental leave, vacation and holiday leave.Our success is measured by the positive impact we make on people, our communities, and the world through our unwavering focus on environmental, social, and regulatory progress. Learn more about us!**Our Commitment to Inclusion & Belonging**At Copeland, we cultivate a strong sense of inclusion and belonging where individuals of all backgrounds, and with diverse perspectives, are embraced and treated fairly to enable a stronger workforce. Our employee resource groups play an important role in culture and community building at Copeland.**Equal Opportunity Employer**Copeland is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to sex, race, color, religion, national origin, age, marital status, political affiliation, sexual orientation, gender identity, genetic information, disability or protected veteran status. We are committed to providing a workplace free of any discrimination or harassment.If you have an accommodation need, please contact Human Resources or [e-mail] to make appropriate arrangements.**No calls or agency requests please.**