Customer Support Operations Manager - Contact Centre

DBNC Group; Toronto; On-site; CAD 75,000 - 90,000; Full time

Job summary

Storwell in Scarborough, Ontario is seeking a hands-on Customer Support Operations Manager to lead our growing team within a fast-paced online auction and technology-enabled business. You will learn our platform, understand customer needs, solve problems, and take ownership of the overall customer support operation.

You will directly influence how our customer service operates as the business grows, coaching staff, managing escalations, and driving improvements across workflows and training.

Qualifications

• Experience leading a call centre or customer support team.
• Strong people leadership and accountability.
• Comfortable coaching and performance management.

Responsibilities

• Lead and develop a customer service and call centre team.
• Oversee day-to-day customer support and operations.
• Handle escalated customer issues and high-priority accounts.
• Learn and master the online auction platform, systems, and processes.
• Monitor service levels, quality, productivity, and team performance.
• Coach team members and provide ongoing feedback and performance management.
• Identify recurring issues and implement practical solutions.
• Improve processes, workflows, and training across the team.
• Collaborate with General Manager and other departments to resolve issues.
• Develop and implement training programs for the team.
• Establish operating standards and accountability within the team.

Job description

Customer Support Operations Manager

Location: Scarborough, ON
Job Type: Full-Time, Permanent
Salary: $75,000–$90,000 per year, depending on experience
Schedule: Monday–Friday
Travel: No regular travel required; possible bi-annual trips to Las Vegas

About the Role

Are you aCall Centre Manager or Customer Support Manager who enjoys building strong teams, solving problems, and improving the way a business operates?

We’re looking for a hands-on Customer Support Operations Manager to lead our growing customer service team within a fast-paced online auction and technology-enabled business.

This is not a role where you simply monitor a team from a distance. You’ll be expected to learn our platform, understand our customers, solve problems, improve processes, coach employees, manage escalations, and take ownership of the overall customer support operation.

You’ll have direct access to senior leadership and a real opportunity to influence how our customer service and operations function as the business continues to grow.

What You’ll Be Responsible For

• Lead and develop a customer service and support team currently consisting of 8employees, growing to approximately 10
• Oversee day-to-day customer support and call centre operations
• Handle escalated customer issues and high-priority accounts
• Become highly knowledgeable about our online auction platform, systems, processes, and customer journey
• Monitor service levels, quality, productivity, customer issues, and team performance
• Coach team members and provide ongoing feedback and performance management
• Identify recurring customer problems and develop practical solutions
• Improve customer service processes, workflows, documentation, and training
• Work closely with the General Manager and other departments to resolve operational issues
• Help develop and implement team training programs
• Establish consistent operating standards and accountability within the support team
• Review employee performance and identify opportunities for improvement
• Build strong relationships with customers and become a trusted point of contact for key and high-value clients
• Identify opportunities to reduce preventable customer issues, improve retention, and create a smoother customer experience
• Lead by example by getting involved in customer issues and support tickets when necessary

Your First 90 Days

First 30 Days

Your priority will be to learn the business and master the system.

You’ll spend significant time understanding:

• Our online auction platform
• Customer service processes
• Customer needs and pain points
• Support tickets and common issues
• Team workflows and responsibilities
• Existing service standards and procedures

By the end of your first month, you should be able to confidently handle complex customer issues and understand the operation at a level comparable to our strongest team members.

First 60 Days

You’ll work with the General Manager to identify training and development opportunities and begin implementing 1–2 meaningful improvements to the customer support operation.

First 90 Days

You’ll be expected to take greater ownership of team performance, review and improve employee output, strengthen operating processes, and continue identifying opportunities to make customer support more efficient and effective.

First 6–12 Months

You’ll become a key relationship point for our customers and high-level accounts while helping build a stronger, more scalable customer support operation.

Your long-term success will be measured by your ability to build a high-performing team, reduce preventable customer issues, improve customer retention, and continuously improve the way our support operation works.

What We’re Looking For

We’re looking for someone who is:

• An experienced Call Centre Manager or Call Centre Operations Manager
• A strong people leader who can earn trust and establish accountability
• Comfortable managing a customer service or call centre team
• Hands‑on and willing to jump into customer issues rather than simply delegate them
• A fast learner who can quickly understand new technology, systems, and processes
• Strong at coaching, mentoring, and developing employees
• Comfortable having difficult performance conversations
• Highly organized and able to manage multiple priorities
• A practical problem solver who looks for root causes rather than temporary fixes
• Comfortable using performance metrics and KPIs to manage a team
• Customer‑focused while still maintaining appropriate business standards
• Someone who takes ownership rather than waiting to be told what to do

Experience That Would Be Valuable

Experience in any of the following environments is an asset:

• Call centre or contact centre operations
• Customer service management
• Customer support management
• SaaS or technology companies
• E‑commerce
• Online marketplaces
• Online auctions
• Retail or high‑volume customer service
• Operations management
• Sales and customer support environments

What Success Looks Like

The right person will become the go‑to leader for customer support operations.

You’ll know you’re succeeding when:

• The team knows exactly what is expected of them
• Employees are better trained and more accountable
• Customer issues are resolved faster
• Recurring problems are identified and eliminated
• Customer service processes become simpler and more efficient
• Key customers know and trust you
• The support team can scale as the company grows
• Customer retention improves
• Leadership has confidence that customer support is being handled properly

Why Join Us?

We’re a 3rd‑generation family business with companies spanning real estate, storage, brokerage, hospitality, and online auctions.

We’ve been in business for decades and continue to grow. Many of our employees have been with us for 10+ years, and we place a strong emphasis on relationships, stability, and building a team that people actually enjoy being part of.

Our culture is summed up as:

Work Hard. Play Hard. Rest Hard.

That means we take the work seriously, but we also believe people should enjoy where they work. We have company parties, BBQs, boat cruises, and plenty of opportunities to get together outside of work.

You’ll also have the opportunity to work directly with leadership without the layers of bureaucracy found in a large corporation.

Compensation & Benefits

• $75,000–$90,000 annual salary, depending on experience
• Full-time, permanent position
• Monday–Friday schedule
• Direct access to senior leadership
• Opportunity to grow with a growing business
• Possible bi‑annual trips to Las Vegas
• Collaborative, family‑oriented work environment

About the Company

Our online auction business connects buyers with storage facilities and auction inventory across Canada, creating a convenient digital auction experience for customers.

We’re a growing, technology‑enabled business with a strong entrepreneurial culture. If you enjoy building teams, improving processes, solving problems, and having a visible impact on a growing operation, this could be an excellent opportunity.

Application Process

We review applications personally.

Stage 1: Short phone interview
Stage 2: Zoom interview with the executive team
Stage 3: Personal reference calls with former managers from previous employers

If there is a strong mutual fit, we’ll provide you with the training and support needed to succeed.

Learn more about our companies at storwell.com and bid13.com.

Our recruitment process may include the use of AI to assist with candidate screening. All applicant information is handled in accordance with applicable privacy and employment legislation.