Remote Customer Service Team Lead

Bilinguallink; Saskatoon; Hybrid; CAD 114,000 - 135,000; Full time

Benefits offered by this job

Health insurance

Team events and activities

Flexible holidays with banked days

Weekly team lunches

Hybrid work environment (2 days remote

Dog-friendly office

Professional development support

Job summary

AlgaeCal, a fast-growing company with a mission to end the fear of bone loss, is hiring a Customer Service Team Lead to guide a caring team in a fast-paced centre. You’ll empower agents to help callers, whether 6 minutes or 60, and build a culture of heart and high engagement.

The role offers a salary range of 80,000–95,000 USD, a generous benefits package, and a hybrid work environment (2 days remote). Working hours are PST-based, Monday to Friday, 8am–4pm, with opportunities for professional

Qualifications

• 5+ amazing years in a Customer Service environment.
• 2+ years in Customer Service management.
• CRM & Contact Center as a Solution (Talkdesk example).
• Coaching and developing your team’s customer service & sales skills, driving CSAT, conversion rates and average order value

Responsibilities

• Lead the customer service team to deliver empathetic support.
• Develop and implement plans to improve CSAT and conversion rates.
• Coach and mentor team members and drive performance.

Skills

Customer service leadership

CRM & Contact Center

Coaching & development

CSAT improvement

Team motivation

Tools

Talkdesk

Job description

Yo, Merlin: Want to sprinkle a little magic into our customer success center? Do you believe that people come first, and that great service is the key to success? If you’re nodding your head, then we should talk. We’ve got a cracking opportunity for you to join our team as a Customer Service Team Lead.

Here’s the deal. We’re not your typical “call center”. We’re not interested in measuring our success by how quickly we can get people off the phone. We know that serving our customers with heart and soul is what sets us apart. That’s why we’re looking for someone who can help us take our customer success team to the next level.

As our Customer Service Team Lead, you’ll have the chance to lead the most caring group of people you’ll ever meet. And you’ll empower them to help, truly help, each caller – whether it takes six minutes or sixty! You’ll also be part of a fast-paced environment where the adrenaline is high and the work is never dull.

But it’s not just about the thrill of the job. We believe that supporting our clients on a daily basis is the key to success. That’s why we need someone who shares that belief and who is dedicated to helping people say ‘goodbye’ to the fear of bone loss

This incredible career opportunity will give you ALL the feels….

At AlgaeCal, we’re driven by a single idea. To end the fear of bone loss. In the United States, an estimated 54 million people have crumbling bones. And they’re scared. Scared of fractures. Scared of breaks. And, most of all, scared of losing their independence.

The good news? AlgaeCal has the world’s only clinically-backed natural solution to this problem. We give hope to thousands of frightened people. If that excites you, you’ll find no better place to continue your career than at AlgaeCal.

This job might be for you if you’ve got…

• 5+ amazing years under your belt in a Customer Service environment.
• 2+ years in Customer Service management. You’ve got an enviable track record at getting the most out of your team and skyrocketing performance.
• A yoda-like knowledge of CRM & Contact Center as a Solution (Talkdesk for example) and how to get the most out of these platforms.
• A solid track record of coaching and developing your team’s customer service & sales skills, driving CSAT, conversion rates and average order value
• The ability to identify areas of opportunity, develop a plan and implement to desired results
• A MASSIVE heart. You’ll be leading some of the most empathetic, caring, and kind people that you’ll ever meet. So if you’re not a genuinely decent human being, this isn’t the job for you.
• A magnet-like ability to attract the very best players to join your team and retain them.

What Will You Earn?

The salary for this position starts at $80,000 and can go up to $95,000 depending on your experience. If your salary expectations differ from this range, please let us know!

Other Goodies

• A generous healthcare package
• Monthly team events and activities
• Flexible Stat Holidays with the option to bank days for later use
• Weekly team lunches
• Hybrid work environment (we work from home 2 days a week, if you are Vancouver based)
• Casual dress code
• Incredible dog friendly, Yaletown office one block from SkyTrain
• Professional Development: You’ll get the opportunity to attend professional development conferences or workshops that will enhance your skills, expand your network, and drive your career forward with our support! And of course, we’ll cover your fees, accommodation, travel, meals, and any related materials or resources.

We think you should know: AlgaeCal is a hyper-growth company, which means that the role is always evolving as the company grows and expands. We are not a typical “transactional” thinking company. We are a heart based company built on values and where people come first. In order to be happy and successful here, you will need to have and demonstrate this mindset, work smart, hard and embrace everything that comes your way.

Our Customer Success Centre operates in Pacific Standard Time and the working hours for this role are Monday – Friday, 8am – 4pm PST.