Team Leader, Customer Service- Petline

Definity; Winnipeg; Hybrid; CAD 69,000 - 127,000; Full time

Job summary

Definity is looking for a Team Leader in Customer Service for Petline to oversee a dynamic team and enhance sales performance. This role involves coaching, strategy development, and customer service excellence in a collaborative environment. Ideal candidates will bring strong leadership and a passion for developing team success.

Benefits

Company share ownership program

Paid volunteer days

Educational resources and tuition assistance

Wellness and recognition programs

Discounts on products and services

Qualifications

• 3–5 years of experience in a sales leadership or supervisory role (customer service/call center preferred).
• Proven sales and team development track record.
• Bilingual skills in English and French are a strong asset.

Responsibilities

• Lead and support a high-performing customer care sales team.
• Develop strategies for sales growth, retention, and service excellence.
• Act as a point of escalation for complex customer issues.

Skills

Leadership

Communication

Problem Solving

Negotiation

Sales Coaching

Education

Post-secondary degree / diploma

Job description

Join to apply for the Team Leader, Customer Service- Petline role at Definity

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Join to apply for the Team Leader, Customer Service- Petline role at Definity

Petline is part of Definity, which includes some of Canada’s most long-standing and innovative insurance brands, including Economical Insurance, Sonnet Insurance, Family Insurance Solutions, and Petline Insurance. Our ambition is to be one of Canada’s leading and most innovative property and casualty insurers. We can’t do that without our people, so we embrace and encourage a culture that’s collaborative, ambitious, rewarding, and empowering.

We offer a flexible, hybrid work experience where employees work from the office and virtually depending on the type of work they are doing and who they are working with. Bring your true self and be a part of our journey. It’s better here.

What can you expect from this role?

• With a heavy focus on sales, you will lead, motivate, and support an engaged, high-performing team of customer care sales and service agents to exceed individual and team targets.
• Inspire, develop, engage, and support a high-performance team to integrate service and selling strategies that drive business growth, retention, and service excellence.
• Participate in setting Customer Care Centre strategies and lead on development and implementation of tactical plans.

Performance Management

• Develop a high-performing sales team through employee development, performance management, coaching and team effectiveness providing hands-on sales coaching, training, and support to ensure continuous improvement and skill development.
• Tracking, reporting, and responding to performance metrics through adaptation of coaching and operational plans to meet sales, retention, service and quality targets

Business Operations

• Oversee sales and service initiatives including calling programs, outbound initiatives, and third-party relationships to improve overall customer experience, client retention and strategic growth.
• Identify gaps in sales performance and implement strategies to close those gaps.
• Ensure compliance with provincial and federal regulations.

Business Planning

• Collaborate with the Sales and Distribution team, Marketing and Management team to support and deliver upon service excellence, sales, service level and retention targets supporting development and execution of sales campaigns, promotions and process improvements.
• Analyze results, devise coaching strategies and revise tactical plans to meet goals.
• Participate in the development of Customer Care Centre policies and processes.

Customer Service

• Act as a point of escalation for complex customer issues, ensuring swift and effective resolution.

What you bring to the role?

• Minimum 3–5 years of experience in a sales leadership or supervisory role, preferably in a customer service or call center environment.
• Strong leadership skills with the ability to inspire and lead a team to achieve ambitious goals. Ability to analyze performance data and translate insights into actionable strategies.
• Proven track record of success in sales, coaching, and team development.
• Experience designing and delivering sales training programs is a strong asset.
• Post-secondary degree / diploma or equivalent combination of education and experience
• Exceptional communication, negotiation, interpersonal, and problem-solving skills.
• Flexibility to work varied shifts, including evenings and weekends as required.
• General Insurance License Level 1 (Level 2 or higher is an asset)
• Bilingual language skills (English and French) would be an asset (to support market growth in Quebec)

High degree of proficiency with English is required to service customers, both internal to the company and external, across Canada.

Salary Range : $69,000 - $127,000

Interested in this role, but don't meet every requirement? We encourage you to apply! We know from experience that a candidate doesn't need 100% of the qualifications listed to bring incredible value to our team. We're actively seeking diverse backgrounds and perspectives to help us make insurance better. At Definity, inclusion, diversity, and equity aren't just "nice to have" — they're essential to our success.

What's in it for you?

• Company share ownership program
• Pension and savings programs, with company-matched RRSP contributions
• Paid volunteer days and company matching on charitable donations
• Educational resources, tuition assistance, and paid time off to study for exams
• Focus on inclusion with employee groups, support for gender affirmation surgery, access to BIPOC counsellors, access to programs for working parents
• Wellness and recognition programs
• Discounts on products and services

Actual salary for the role may vary depending on work location of the successful candidate and other factors including but not limited to, skills, education, experience, working conditions and the local labour market. In addition to base pay, eligible employees may participate in various incentive plans which are paid out at the discretion of the company and subject to individual and company performance.

Go ahead and expect a lot — you deserve it.

It's better here — but don't take our word for it. Definity was named by Great Place to Work as one of the Best Workplaces in Canada for women, for youth, and for inclusion.

Our inclusive work environment welcomes diversity and supports accessibility. If you require accommodation at any time during the recruitment process, please let us know by contacting [email protected].

Background checks

This role requires successful clearance of background checks (including criminal checks and leadership references).

Seniority level

Seniority level

Mid-Senior level

Employment type

Employment type

Full-time

Job function

Job function

Other

Insurance

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