Team Lead, Client Care

TLC Solutions; Prince George; Hybrid; CAD 70,000 - 90,000; Full time

Job summary

TLC Solutions seeks a Team Lead, Client Care to enhance client experiences and lead the Client Care team. The role includes mentoring staff, managing client relationships, and supporting technical teams to ensure excellence in customer satisfaction. This position offers flexibility in work location and a strong benefits package.

Benefits

RRSP matching (3%) program

Flexible office location

Three weeks' vacation to start

Professional development support

Qualifications

• Experience in client support roles preferred.
• Strong problem-solving skills and empathy.
• Ability to mentor and coach team members.

Responsibilities

• Mentor the Client Care team and manage team performance.
• Create and maintain team goals, ensuring customer satisfaction.
• Support technical team in resolving client issues.

Skills

Customer Success

Leadership

Communication

Job description

TLC Solutions delivers, deploys, and supports modern technology and IT services to businesses, schools, and government organizations.

We distinguish ourselves from other IT service providers by offering complete managed service packages to our clients. We help our clients choose computers and devices that fit their needs, build and control servers, install and manage networks, and design, develop, and implement cloud solutions that bring value to their organization. We also provide our clients with IT management, remote support, and onsite desk-side support services.

In 1999, TLC Solutions onboarded our first client with a vision of providing managed IT services and communications in British Columbia. We are proud to serve this client still, and since our inception, we have grown to serve a broad range of businesses throughout BC, Alberta, and California. This growth is built on the same transparency, expertise, and reliability on which we were founded.

United by our core values of Joy, Teamwork, Honesty, Loyalty, and Accountability, TLC is on a journey to help people love technology and deliver Technolo joy!

About the Opportunity

Were excited to share an opportunity to step into a Team Lead, Client Care role at TLC Solutions! This position is ideal for someone who thrives on supporting others, has a passion for delivering exceptional client experiences, and is ready to take the next step in their leadership journey. As the Team Lead, you'll play a key role in mentoring our Client Care team, fostering collaboration, and ensuring we consistently deliver on our promise to bring Technolojoy to every client interaction. If you're a natural problem-solver, a strong communicator, and someone who leads with empathy and accountability, wed love to hear from you! This role can be based out of Langley, Kamloops, Prince George, Kelowna, Terrace or Edmonton.

Key Accountabilities :

Creating an inspiring team environment through a culture of open communication

• Setting and maintaining team goals
• Discovering training needs and providing coaching
• Completing one on ones with individual team members
• Managing your teams performance
• With the support of People + Culture or your director, determine staffing needs
• Direct Client Support

Consistently demonstrate knowledge of Customer Success best practices and stay up to date on trends in the clients industry and business technology industry

• Proactively manage the success of a portfolio of assigned customers to deliver consistent value across the entire lifecycle.
• Establish strong relationships with assigned clients, becoming a point of contact and trusted resource for the primary contact(s) and users at the client organization.
• Teaching, demonstrating, and coaching clients and their staff on the tools / services they have with TLC. Partnering with CSE and Marketing to ensure clients have a complete understanding of how their business technology delivers value.
• Actively participate in the evolution of our Customer Success programs and processes; insist on excellence in our own Customer Success initiatives
• Answer all non-technical client questions, things like but not limited to : How many licenses do I have left? When are they expiring? Can I get a quote for a new laptop? Does TLC handle ________?
• Manage client requests for service vs request for sales / quote, and the communication that revolves around it.
• Complete analysis and perform TBRs for assigned clients
• Strategic Account Plans :

Responsible for creating and delivering Strategic Account Plans (SAPs) to TLC Leadership.

• Technical Team Support

Assist tech support in maintaining customer knowledge base and portals; keeping ITG and Autotask up to date. Reviewing client documentation and making suggestions for improvements / edits / updates.

• Partnering with Technolojoy Operations counterparts to ensure consistent rollout and development of enterprise documentation, SOPs, and knowledge base.
• Supporting the technical team in the resolution of aging tickets; including, but not limited to reaching out to clients, getting feedback on ticket progress, aligning clients with available technicians in the Pod, and connecting with Technicians for updates on their aging tickets.
• Contribute toward the development of a strong team environment by upholding high work standards and aligning to TLCs True North
• Looking at deficiencies that get logged for their clients and take a leadership role in ensuring deficiencies are corrected;
• Looking for patterns within customer tickets and initiating recommendations to stakeholders on resolution options

What We Offer

• RRSP matching (3%) program
• Social committee / events and a commitment to our People & Culture
• Three weeks' vacation to start (plus your Birthday off)
• The flexibility of office location, WFO / WFH, and hours
• Strong benefits package for all employees working more than 20 hours per week, including critical illness, medical, dental, orthodontics, and more
• We are offer career growth opportunities for all of our team members and have career growth as a key metric at TLC Solutions
• Professional development support including tuition reimbursement

NEXT STEPS

At TLC, we offer competitive wages, amazing work flexibility, and a strong sense of camaraderie built from a team focused on supporting each other through teamwork. If you want to play a hands-on role in an action-oriented organization then we would love to connect with you. Apply for this role on our company career page and s