Customer Support Team Lead – SaaS (Weekend Coverage)

TouchBistro; Toronto; On-site; CAD 65,000 - 85,000; Full time

Job summary

A dynamic restaurant management company in Toronto is seeking a Team Manager, Product Support to lead and develop a frontline support team. This role involves motivating team members, driving customer satisfaction metrics, and ensuring operational success in a fast-paced environment. Ideal candidates should have leadership experience, strong communication skills, and the ability to work weekends. Competitive benefits and a vibrant workplace culture are offered.

Benefits

Generous Time Off Program

Health, Dental, and Vision Benefits

Flexible Health and Wellness Plan

Parental Leave & top up

Employee Assistance Program

Professional Development

Volunteer Program

Monthly Lunches

Qualifications

• 2–3 years of leadership experience in customer support or contact center operations.
• Track record of coaching and developing support teams.
• Comfort working weekends or holidays.

Responsibilities

• Lead and coach frontline support agents with a customer-first culture.
• Monitor team metrics and take actions for improvement.
• Handle escalated customer issues and ensure timely resolutions.

Skills

Leadership in customer support

Coaching high-performing teams

Contact center metrics knowledge

Strong communication skills

Tools

Zendesk

Salesforce

Job description

A dynamic restaurant management company in Toronto is seeking a Team Manager, Product Support to lead and develop a frontline support team. This role involves motivating team members, driving customer satisfaction metrics, and ensuring operational success in a fast-paced environment. Ideal candidates should have leadership experience, strong communication skills, and the ability to work weekends. Competitive benefits and a vibrant workplace culture are offered.