Customer Experience - Team Lead

BIS Safety Software is a fast-growing technology company providing leading software for the safety industry. We are looking to add a Customer ExperienceTeam Lead to our expanding team.

Who we are
Founded in 2006, BIS was born and raised in Sherwood Park, Alberta. We have developed a world class software solution by emphasizing client relationships and continuous innovation, and we are looking to continue our rapid growth across North America and around the world.

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About the role*
We are seeking a dynamicCustomer ExperienceTeam Lead to help manage our client-facing technical support team. Your primary focus will be leading, mentoring, and elevating your team to deliver exceptional customer service. As a key member of our customer support operations, you will play a crucial role in shaping our service delivery and cultivating an environment of continuous improvement and collective success.
Want to stand out? Be creative with your application!

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Our ideal candidate for this position will*

• Manage our Customer Experience department focused on delivering an exceptional experience for all our clients.
• Create a high-performance culture; leading by example, mentoring/coaching, supervising and training of team members.
• Conduct periodic reviews and provide ongoing coaching and feedback to team members through 1-to-1 meetings, regular touchpoints, and performance assessments.
• Develop and implement training and development programs to enhance team skills and performance.
• Foster a supportive and collaborative team environment, encouraging open communication and shared learning.
• Collaborate with other Team Leads to drive a culture of high performance, collaboration, and innovation within the company.
• Utilize technology to improve service delivery, team communication, and performance tracking.
• Participate in the hiring and training of new team members and Team Leads.
• Assess skills and provide growth opportunities for team members.

You might be the right fit is you

• Have strong interpersonal and communication skills, with a knack for motivating and inspiring team members.
• Are an experienced manager within a customer service or tech support environment.
• Possess a proven track record in providing effective feedback, guiding, and fostering the growth of team members.
• Exhibit a passion for delivering outstanding customer service and a dedication to exceeding customer expectations.
• Lead by example.
• Are tech-savvy with an aptitude for mastering new technologies.
• Thrive in situations requiring collaboration with multiple teams and stakeholders to drive organizational success.
• Possess knowledge and experience in exceptional customer service practices, and develop, implement, and continuously improve these practices in teams.
• Excel in high-stress situations and can make critical decisions with a customer-centric approach.

Qualifications

• 2+ years of Team Lead or management experience in a customer service or related field.
• Strong ability to coach, manage and mentor team members.

Salary ranges are based on experience, reflecting the unique skillset each individual brings to the role.
Job ID: #202401-TL25

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Why join us*
At BIS, we pride ourselves in being very entrepreneurial in nature. Our office is an open environment that lends itself to collaboration and organic learning. We integrate new ideas and best practices quickly when they further the development of our software and company. This flexibility is a key part of our culture and a reflection of our insightful and collaborative team.

Another key part of our culture is our purposeful avoidance of titles. We don’t use titles as they don’t reflect the value we place in humility. In our eyes, all team members are valuable, everyone is willing to help accomplish goals, and everyone is driven to take their role one step further, so we don’t need titles!

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We'd love to hear from you*
If this describes you, please submit a creative application that is sure to grab our attention. Submit your résumé and cover letter in confidence through this posting.

Visit our Careers Page to learn more.

We sincerely thank all applicants for their interest, however, only applicants selected for interviews will be contacted.

Job Type: Full-time

Salary: $50,000.00-$65,000.00 per year

Benefits:

• Casual dress
• Company events
• Dental care
• Disability insurance
• Extended health care
• Life insurance
• On-site parking
• Paid time off
• Vision care

Schedule:

• Monday to Friday

Work Location: In person