Team Lead - After Sales Service

Maison Birks; Montreal (administrative region); On-site; CAD 60,000 - 75,000; Full time

Benefits offered by this job

Competitive earnings with commissions

Social benefits

Wellness program

Award and recognition programs

Training programs

Employee discounts

Job summary

Birks in Montreal is seeking a Team Lead, After-Sales Service to guide a small team, ensure seamless repairs and service, and strengthen client relationships beyond the sale.

You will collaborate with suppliers, brand partners, and the Birks Workshop to deliver exceptional experiences, coach staff, and drive service excellence in a fast-paced luxury retail environment.

Qualifications

• Minimum 2 years in a supervisory, customer service, or after-sales role.
• Experience in luxury retail, jewelry, or watchmaking is a strong asset.
• Ability to lead, motivate and develop a team.
• Excellent communication in French and English.
• Customer-focused mindset and passion for service excellence.
• Strong organizational and priority management skills.
• Analytical, problem-solving and decision-making abilities.
• Proficiency with Microsoft Office, especially Excel.
• Ability to thrive in a fast-paced and evolving environment.
• Strong team spirit and collaborative approach.
• English proficiency for communication with employees outside Quebec.

Responsibilities

• Lead, coach, and develop a small After-Sales Service team with ongoing support, training, and feedback.
• Manage client inquiries and concerns, resolving issues effectively and professionally.
• Coordinate after-sales service requests, including repairs, special orders, and watch accessory orders.
• Collaborate with suppliers, brand partners, retail teams, and the Maison Birks Workshop for proper follow-up.
• Monitor service performance, identify process improvements, and enhance client experience.
• Work with leadership to achieve service objectives.
• Act as a key resource and support daily department operations.
• Foster a collaborative, accountable, and service-oriented work environment.

Skills

Leadership

Customer service

Communication

Bilingual (French & English)

Excel

Organizational skills

Problem-solving

Team coaching

Tools

Microsoft Office

Excel

Job description

Established since 1879, Birks is a luxury jewellery store whose reputation is built on quality, exclusivity, unique design and excellence in service. We pride ourselves in offering meaningful experiences and in building intimate relationships with each one of our clients.

As a Team Lead, After-Sales Service at our flagship store

You will play a key role in shaping the client experience beyond the sale. Leading a small team, you will ensure the seamless execution of after-sales services, strengthen client relationships, support operational excellence, and foster a service culture focused on exceeding expectations.

The Team Lead, After-Sales Service Will

• Lead, coach, and develop a small After-Sales Service team by providing ongoing support, training, and feedback.
• Manage client inquiries and concerns, resolving issues effectively and professionally.
• Coordinate after-sales service requests, including repairs, special orders, and watch accessory orders.
• Collaborate with suppliers, brand partners, retail teams, and the Maison Birks Workshop to ensure proper follow-up and seamless service execution.
• Monitor service performance, identify process improvement opportunities, and enhance the overall client experience.
• Work closely with leadership to achieve service objectives.
• Act as a key resource and support daily department operations.
• Foster a collaborative, accountable, and service-oriented work environment.

The Ideal Candidate Possesses

• A minimum of 2 years of experience in a supervisory, customer service, or after-sales service role.
• Experience in luxury retail, jewelry, or watchmaking is considered a strong asset.
• Demonstrated ability to lead, motivate, and develop a team.
• Excellent communication and interpersonal skills, both written and verbal, in French and English.
• A strong customer-focused mindset and passion for service excellence.
• Excellent organizational and priority management skills.
• Strong analytical, problem-solving, and decision-making abilities.
• Proficiency with Microsoft Office, particularly Excel.
• The ability to thrive in a fast-paced and evolving environment.
• A strong team spirit and collaborative approach.
• Please note that due to the nature of the responsibilities of the position, a proficient level of English is required, to communicate on a regular basis with employees and managers outside of Quebec.

Our promise of delight

In return for your commitment to excellence, we offer…

• Competitive earnings, including commissions and bonuses
• Social benefits
• Wellness program
• Award and recognition programs
• Innovative and unique training programs
• Employee discounts

At Birks, you will find a management team that truly cares about your professional growth. You will be empowered to be yourself, in order to offer excellent customer service and to create an experience that will build long-lasting client relationships.

Come join us at Birks, and let your true self, shine !

Are you the gem we are looking for?