Head of Customer Service

Love Energy Savings; Ontario; On-site; CAD 100,000 - 150,000; Full time

Job summary

A premier luxury lifestyle company seeks a Head of Customer Service to lead and innovate in delivering exceptional client experiences. The ideal candidate will possess over 10 years of experience in high-touch service sectors, with a strong focus on technology and team leadership.

Benefits

Competitive salary and benefits package

Collaborative and innovative environment

High-impact projects

Qualifications

• 10+ years of experience in customer service leadership.
• Proven success in building innovative service platforms.
• Strong technical skills with CRM and automation technologies.

Responsibilities

• Develop and execute a comprehensive customer service strategy.
• Recruit and lead high-performance teams.
• Design and implement bespoke service standards.

Skills

Leadership

Strategic Thinking

Customer Service Excellence

Innovation

Technical Proficiency

Tools

CRM

Automation

AI

Job description

Sienna Charles, the premier luxury lifestyle company, featured in magazines such as Forbes is looking for a Head of Customer Service , who is as passionate as we are in an delivering exceptional customer service experience for our elite clientele.

Position Summary :

We’re seeking a leader who can architect and continually refine a bespoke, technology-enabled luxury client experience. Someone who balances strategic vision with hands-on execution, building from the ground up, and fostering a culture of innovation and agility to elevate our service standards and redefine what exceptional client care means in the luxury travel space.

Key Responsibilities :

• Strategic Leadership : Develop and execute a comprehensive customer service strategy that aligns with our vision of delivering exceptional, personalized luxury travel experiences.
• Build & Lead High-Performance Teams : Recruit, develop, and inspire a team of elite client service professionals committed to excellence, discretion, and innovation.
• Create from Scratch & Innovate : Design, implement, and continuously refine bespoke service standards, leveraging the latest technologies and industry best practices to deliver seamless, high-touch experiences.
• Cross-Functional Collaboration : Partner with product, technology, marketing, and operations teams to build support tools, platforms, and processes—working collaboratively to embed service excellence at every touchpoint.
• Leverage Technology & Data : Use advanced analytics, CRM, automation, and AI to anticipate client needs, personalize interactions, and drive continuous improvement.
• Foster a Culture of Agility : Promote rapid prototyping, testing, and iteration—building a flexible, scalable service platform capable of evolving with client expectations and technological advancements.
• Operational Excellence : Ensure flawless execution in every client interaction, maintaining the highest standards of discretion, confidentiality, and professionalism.
• Performance & Metrics : Establish KPIs to monitor customer satisfaction, operational efficiency, and technological adoption; provide regular insights and reports to leadership.

Requirements :

• 10+ years of experience leading customer service or support organization, preferably within luxury, high-net-worth, or high-touch service sectors.
• Demonstrated success building and scaling innovative service platforms from scratch.
• Strong technical proficiency with CRM, automation, AI, and other support technologies.
• Exceptional leadership skills, with the ability to inspire, develop, and manage high-performing teams.
• Strategic thinker with the ability to work cross-functionally and execute a compelling vision.
• Passionate about luxury lifestyle, innovation, and disruptive technology.

Preferred Attributes :

• Hands-on builder with a growth mindset—comfortable rolling up sleeves and diving into the details.
• Culturally aware, multilingual, with a global outlook.
• Discretion, tact, and unwavering professionalism

What We Offer :

• The opportunity to work at the intersection of luxury lifestyle and cutting-edge technology.
• A collaborative, innovative environment with high-impact projects.
• Competitive salary and benefits package.

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