Head of Customer Service

Clearoute; Markham; On-site; CAD 80,000 - 100,000; Full time

Job summary

A leading professional services company is seeking a strategic Head of Customer Service to enhance customer experience through effective team leadership and service optimization. The role involves managing customer touchpoints, improving service delivery, and ensuring exceptional client satisfaction. Candidates should possess a strong background in customer service leadership, excellent communication skills, and a passion for team development. The position offers a collaborative environment with opportunities to significantly impact customer loyalty and service quality.

Benefits

Discounted or free food

On-site gym

On-site parking

Paid time off

Qualifications

• 3+ years of experience in customer service leadership, ideally in an agency, tech, or B2B environment.
• Proven ability to build efficient service operations and improve client satisfaction.
• Comfortable with CRM and customer support platforms.

Responsibilities

• Build, lead, and mentor the customer service team.
• Manage daily support operations and ensure SLAs are met.
• Monitor customer satisfaction metrics and drive improvements.

Skills

People management

Conflict resolution

Communication

Interpersonal abilities

Strategic thinking

Customer satisfaction improvement

Tools

CRM platforms

Customer support platforms

Job description

About Clearoute

We’re not your typical agency. For 25 years Clearoute has established itself as a growth partner. We strive to help others thrive. Clearoute is a next generation professional services company that offers pay to play programs and performance based programs and services across various verticals. We employ a powerfully and uniquely integrated blend of services, including and not limited to insights, strategy, branding, marketing, loyalty, new media, business development and sales programs coupled with proprietary technology and data analytics to create compelling experiences and engaging relationships with your customers, employees and partners – with one goal in mind: to deliver measurable increases in loyalty, revenue and profits.

About the Role

We're looking for a strategic and empathetic Head of Customer Service to lead our customer experience function. This is a leadership role focused on optimizing customer touchpoints, improving service delivery, and building a team that champions Clearoute’s reputation for reliability and care.

Responsibilities:

• Build, lead, and mentor the customer service team
• Develop and implement customer service policies, workflows, and training programs
• Manage daily support operations and ensure SLAs are met
• Monitor customer satisfaction metrics and drive improvements
• Handle escalated client issues with professionalism and care
• Collaborate with other departments to close feedback loops and improve service delivery
• Evaluate and implement support tools and technologies to scale operations
• Report regularly on service performance and customer insights to senior leadership

Qualifications:

• 3+ years of experience in customer service leadership, ideally in an agency, tech, or B2B environment
• Strong people management and conflict resolution skills
• Proven ability to build efficient service operations and improve client satisfaction
• Excellent communication and interpersonal abilities
• Comfortable with CRM and customer support platforms
• Strategic thinker with a hands-on attitude
• Passionate about customer experience and team development

Benefits:

• Discounted or free food
• On-site gym
• On-site parking
• Paid time off

Schedule:

• 8 hour shift
• Monday to Friday