Customer Service Team Lead

AlgaeCal; United States; Hybrid; USD 80,000 - 95,000; Full time

Benefits offered by this job

Healthcare package

Hybrid work arrangement

Dog-friendly office

Professional development support

Job summary

AlgaeCal is seeking a Customer Service Team Lead to grow our Customer Success Center in a hybrid Vancouver-based role. The position operates on Pacific Standard Time, Monday through Friday, 8am–4pm, with two remote days.

You will coach a team of customer service representatives to deliver compassionate, high-quality support, while driving CSAT, conversions, and order value. Ideal candidates have 5+ years in customer service, 2+ years in management, and strong CRM skills (Talkdesk).

Qualifications

• 5+ years in customer service
• 2+ years in management
• Experience with Talkdesk/CRM platforms
• Ability to coach teams to improve CSAT and order value
• Strong analytical and communication skills

Responsibilities

• Lead, coach, and develop a team of customer service representatives
• Drive CSAT, conversions, and average order value by coaching team members
• Identify opportunities for improvement and implement solutions using Talkdesk or similar platforms
• Attract, hire, and retain top talent for a high-performing team
• Collaborate with cross-functional teams and represent the voice of the customer

Skills

Leadership

Customer service

CRM knowledge

Coaching

Analytical skills

Communication

Talent acquisition

Tools

Talkdesk

Job description

Overview

AlgaeCal is a hyper‑growth company dedicated to ending the fear of bone loss. We are looking for a Customer Service Team Lead to grow our Customer Success Center, which operates in Pacific Standard Time with Monday – Friday, 8am – 4pm PST.

Responsibilities

• Lead, coach, and develop a team of customer service representatives who provide compassionate, high‑quality help to callers of all lengths.
• Drive CSAT, conversion rates, and average order value by coaching team members and optimizing contact‑center processes.
• Identify opportunities for improvement, develop action plans, and implement solutions using CRM and Contact Center platforms such as Talkdesk.
• Attract, hire, and retain top talent to build a high‑performing team.
• Collaborate with cross‑functional teams to share best practices and represent the voice of the customer.

Qualifications

• 5+ years of experience in a customer service environment.
• At least 2 years of management experience with a proven track record of improving team performance.
• In‑depth knowledge of CRM and contact‑center solutions (e.g., Talkdesk).
• Demonstrated ability to coach teams to increase CSAT, conversion rates, and average order value.
• Strong analytical skills and a results‑oriented mindset.
• Excellent communication and interpersonal skills with a genuine heart for customer service.
• Experience attracting and retaining high‑quality talent.

Compensation & Benefits

The base salary ranges from $80,000 to $95,000 per year, based on experience.

• Generous healthcare package.
• Flexible holidays with the option to bank unused days.
• Monthly team events, weekly lunches, and a hybrid work environment (2 days remote).
• Casual dress code, dog‑friendly office in Yaletown.
• Professional development support including conference fees, accommodation, and travel.

Work Hours & Location

Pacific Standard Time: Monday – Friday, 8am – 4pm PST. Hybrid arrangement available for Vancouver‑based candidates (2 days worked from home).