Lead Customer Service Associate

SPS North America; Toronto; On-site; CAD 32,000 - 34,000; Full time

Benefits offered by this job

Career growth

Learning & development

Bonuses for referrals

Paid time off

Comprehensive benefits

Job summary

SPS North America is seeking a Lead Customer Service Associate to guide a front-line team and ensure top-tier service quality in a fast-paced environment. You will mentor staff, handle escalations, and support onboarding and training initiatives to maintain service standards.

The role emphasizes CRM usage, cross-functional collaboration, and data-driven reporting while fostering a customer-centric culture across shifts.

Qualifications

• 2–4 years of customer service experience.
• Previous leadership, mentoring, or team lead experience preferred.
• Strong communication, interpersonal, and conflict-resolution skills.
• Excellent organizational and problem-solving abilities.
• Proficiency with CRM systems and Microsoft Office applications.

Responsibilities

• Deliver outstanding customer service through professional and timely interactions.
• Resolve customer issues efficiently while maintaining a positive customer experience.
• Monitor service quality and ensure adherence to established service standards.
• Coach, mentor and guide team members in day-to-day operations.
• Assist onboarding and training of new employees.
• Identify opportunities for process improvements and increased efficiency.
• Ensure accurate documentation of customer interactions and case resolutions.
• Support compliance with company policies, procedures, and confidentiality requirements.
• Prepare and maintain service reports and operational records.
• Assist management with special projects and departmental initiatives.

Skills

Customer service leadership

Coaching & mentoring

CRM proficiency

Communication

Tools

CRM software

Microsoft Office

Job description

The Lead Customer Service Associate serves as a front-line leader responsible for delivering exceptional customer service while providing guidance, support, and direction to customer service team members. This role assists with daily operations, resolves escalated customer concerns, supports training and development efforts, and helps ensure service standards, productivity goals, and company policies are consistently met.

Key Responsibilities

Customer Service & Support

• Deliver outstanding customer service through professional and timely interactions.
• Resolve customer issues efficiently while maintaining a positive customer experience.
• Monitor service quality and ensure adherence to established service standards.

Team Leadership

• Serve as a point of contact and resource for Customer Service Associates.
• Provide coaching, mentoring, and day-to-day guidance to team members.
• Assist with onboarding and training of new employees.

Operations & Performance

• Identify opportunities for process improvements and increased efficiency.
• Ensure accurate documentation of customer interactions and case resolutions.
• Support compliance with company policies, procedures, and confidentiality requirements.

Reporting & Administrative Support

• Prepare and maintain service reports and operational records as needed.
• Assist management with special projects and departmental initiatives.

Qualifications

• 2-4 years of customer service experience.
• Previous leadership, mentoring, or team lead experience preferred.
• Strong communication, interpersonal, and conflict-resolution skills.
• Excellent organizational and problem-solving abilities.
• Proficiency with customer relationship management (CRM) systems and Microsoft Office applications.
• Ability to work in a fast-paced environment and manage multiple priorities.

Knowledge, Skills, and Abilities

• Strong customer service orientation.
• Ability to lead by example and influence others positively.

Physical Requirements

• Ability to remain seated or standing for extended periods as required.
• May require occasional lifting of up to 25 pounds.

Success Measures

• Customer satisfaction scores.
• Compliance with company policies and service standards.

Reports To: Customer Service Manager

Compensation: The expected compensation is an estimate, and the final offer will depend on skills, experience, location, and other job-related factors.

Vacancy Status: This posting is for an existing vacancy.

Pay Range

$23 - $25 CAD

WHAT WE OFFER

• Career Growth: An opportunity to enter a job that allows you to learn new skills or use a variety of them that may lead you to uncover other career opportunities.
• Learning & Development: At SPS, we promote a work culture of learning so that you can develop to be the best at what you do.
• We Recognize Talent: We offer a variety of recognition programs for all levels of employees.
• Paid Time Off: Full time: Minimum of 80 hours/calendar year. Part time/temporary: Minimum of 1 hour for every 30 hours worked. PTO amounts may increase based on tenure and/or the assigned account. PTO allows employees to take approved time off for any reason.
• Bonuses: Are available for employee and client referrals for current employees.
• Benefit Offerings:Medical, Dental, Vision, HCFSA, DCFSA, HSA, Commuter Transit and Parking Pre-Tax Plans, Supplemental Life Insurance, Accident Insurance, Critical Illness, Hospital Indemnity, Legal Program, Identify Theft Protection, Pet Discounts, Pet Insurance, Group Home and Auto Insurance, EAP, Short Term Disability, Life Insurance, Education Discounts, 401k w/ matching, and Entertainment Discounts.
  • Note: Please inquire with the Human Resources team for benefit offerings per role as regular positions that routinely are under 30 hours/week may have a different benefit offering.

About SPS

SPS is a global workplace solutions and business transformation company operating in more than 20 countries. Across North America, we help clients enhance workplace experiences and business operations through services including workplace support, physical and digital mailroom solutions, intelligent document processing, reception and concierge services, and other business support offerings.

Our clients include leading organizations across banking, insurance, legal, higher education, professional services, and many Fortune 500 companies.

At SPS we embrace the uniqueness of our employees and are committed to the fair and equal treatment of all people, applicants, and employees by promoting a culture of access, inclusion, equity and diversity.

SPS provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, sexual and reproductive health choices, national origin, age, disability, genetics, military status, gender identity or expression, sexual orientation and/or any other status protected by applicable law.

Colorado only: We accept applications for an expected minimum of 5 days from the date it is posted. The posting may remain open longer as needed to ensure a robust and inclusive applicant pool.

To ensure a fair and authentic interview process, applicants may not use AI tools or any other form of real-time assistance during interviews. SPS team members may use transcription or note-taking technology solely to support accurate interview documentation. No AI or automated decision-making tools are used to screen, assess, or select candidates for this role. SPS uses the Greenhouse Applicant Tracking System to facilitate application management and recruiting workflows. Human recruiters and hiring managers review applications and exercise independent judgment throughout the hiring process

SPS offers reasonable accommodations in the hiring and employment process for individuals with disabilities. If you need assistance in the application or hiring process to accommodate a disability, you may request an accommodation at any time.