Jobless Developer
BIS Safety Software logo
BIS Safety Software

Posted 3 days ago

Open

Customer Experience Team Lead

TorontoRemoteFull-time

AI Summary

A Customer Experience Team Lead who loves people and technology will lead and coach a high-performing support team, manage day-to-day operations, analyze performance metrics, and drive client satisfaction.

About this role

BIS Safety Software is a SaaS company on a mission to change how organizations manage safety, learning, and compliance - and the team behind that mission matters just as much as the product. We are looking for a Customer Experience Team Lead who is eager to support a high-performing team, and put customers first in everything they do. This team is the heart of the client experience at BIS - and we want a leader who takes that seriously.
About the role
This is a role for someone who genuinely loves people and technology - both the team they support and the customers they serve. What you need is the drive to learn, the empathy to coach, and the ownership mindset to step up when it matters.
You’ll start by getting deeply familiar with our product and customers - handling calls and tickets alongside the team. Over time, you'll grow into the full team lead responsibilities: supporting your teammates, running one-on-ones, reviewing performance, and keeping things running smoothly. If you're ready to take that next step, we'd love to hear from you.

In This Role, You Will Be Expected To:

  • Lead and support the Customer Experience team, creating a culture focused on client satisfaction and team performance
  • Host regular one-on-ones to coach and develop team members
  • Manage day-to-day operations including scheduling, call/ticket reviews, PM case reviews, and interdepartmental communications
  • Analyze team performance metrics (response times, CSAT, call quality, missed calls) and use data to inform decisions and improve service outcomes
  • Provide hands-on support with calls and tickets as needed, especially during high volume or complex situations
  • Serve as a key point of contact for team member questions, offering coaching and feedback in a timely, supportive, and constructive manner
  • Support the rollout and adoption of new tools and technologies (including AI initiatives like Ask Amy), contributing to documentation and process improvements
  • Champion stability and growth through proactive engagement, team feedback, and a passion for continuous improvement
  • Support risk and compliance functions and provide feedback to leadership to help maintain strategic alignment

    • You might be the right fit if you:

  • Have strong emotional intelligence, with the ability to lead with empathy and compassion
  • Experience working in SaaS, technical support, or other customer-experience-intensive environments (we’ve seen great hires come from all kinds of backgrounds - retail, hospitality, and beyond)
  • Are driven, motivated, and passionate about helping people - both customers and team members
  • Possess excellent communication skills and can coach others on tone, empathy, and professionalism
  • Leadership experience and you lead with ownership, not just task completion - you take initiative and follow through
  • Embrace feedback and change, seeing both as opportunities to grow
  • Are energized by fast-paced environments and skilled at navigating uncertainty
  • Thrive when mentoring others and are excited to help team members grow into their full potential
  • Are humble, eager to learn, and happy to ask questions and seek clarity where needed

    • Bonus points if you have:

  • Familiarity with Zendesk, Dialpad, or similar customer support platforms
  • A working understanding of CSAT and other customer experience KPIs
  • Exposure to AI tools and an enthusiasm for exploring how technology can enhance customer service

    • Compensation and Benefits:

  • Employee Stock Ownership Plan (ESOP)
  • Full medical, dental, and vision coverage
  • Life insurance and disability insurance
  • Health spending account
  • Flexible working hours
  • On-the-job training and growth opportunities
  • Free on-site parking

    • Skills

    AI ToolsCSATCustomer Support PlatformsData AnalysisDialpadHelpdesk SoftwareSaaSZendesk

    Explore related jobs

    More jobs at BIS Safety Software

    Similar AI Tools jobs

    Jobs in Toronto

    Browse these categories

    Data Analysis JobsSaaS JobsJobs in TorontoJobs in Canada