Head of Customer Service

Love Energy Savings; Ontario; On-site; CAD 90,000 - 130,000; Full time

Job summary

A premier luxury lifestyle company seeks a Head of Customer Service to architect a bespoke, technology-enabled client experience. This role requires a strategic leader passionate about innovation and exceptional service in the luxury travel sector.

Benefits

Competitive salary and benefits package

Collaborative, innovative environment

Qualifications

• 10+ years of experience leading customer service organizations.
• Demonstrated success building innovative service platforms.

Responsibilities

• Develop and execute customer service strategy for luxury travel.
• Recruit and inspire high-performance client service teams.
• Leverage technology and data to enhance client interactions.

Skills

Leadership

Innovation

Customer Service

Agility

Tools

CRM

Automation

AI

Job description

Hiring Company:

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 serviceor 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.