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- 1
- पोस्ट केले
- ४ तासांपूर्वी
- कार्य मोड
- घरून काम करा
- सारांश
- अर्ज करणे आवश्यक आहे
नोकरीचे वर्णन
About BIS Safety Software
BIS Safety Software, headquartered in Sherwood Park, Alberta since 2006, is a growing SaaS company focused on revolutionizing how organizations handle safety, training, learning, and compliance. The company promotes a culture of humility over hierarchy, rapid innovation, and employee ownership through its Employee Stock Ownership Plan (ESOP).
Position Overview
We are seeking a Customer Experience Team Lead to guide and support our high-performing customer service team, fostering a client-first culture. This role combines a passion for technology and people, requiring a leader who values empathy, continuous learning, and ownership.
Key Responsibilities
- Lead and nurture the Customer Experience team to prioritize customer satisfaction and optimize team effectiveness.
- Conduct regular one-on-one coaching sessions weekly with remote members and monthly for those in-office.
- Oversee daily operations including scheduling, call and ticket evaluations, project management case reviews, and coordination across departments.
- Utilize performance metrics such as response times, customer satisfaction scores, call quality, and missed calls to drive improvements.
- Provide direct support handling calls and tickets during peak periods or complex cases.
- Act as the primary resource for team inquiries, delivering timely and constructive coaching and feedback.
- Assist in launching and encouraging adoption of new tools and technology, including AI-driven resources like Ask Amy, while contributing to process and documentation enhancements.
- Promote team stability and development through proactive engagement and feedback collection.
- Support risk and compliance efforts, offering insights to maintain strategic alignment with leadership.
Desired Qualifications
- Strong emotional intelligence with empathetic and compassionate leadership style.
- Background in SaaS, technical support, or customer-focused environments, including retail or hospitality.
- High motivation and passion for assisting both customers and team members.
- Excellent communication skills with ability to coach on tone, empathy, and professionalism.
- Proven leadership experience characterized by proactive ownership and reliability.
- Open to feedback and adaptable to change as growth opportunities.
- Comfortable thriving in fast-paced, dynamic settings with fluctuating conditions.
- Enjoy mentoring and supporting team members in achieving their full potential.
- Humble attitude with eagerness to learn and seek clarity when needed.
Additional Advantages
- Experience with customer support platforms such as Zendesk or Dialpad.
- Familiarity with customer experience KPIs like CSAT scores.
- Interest or previous exposure to AI tools aimed at enhancing customer service.
Compensation and Benefits
- Participation in an Employee Stock Ownership Plan (ESOP).
- Comprehensive medical, dental, and vision insurance coverage.
- Life and disability insurance protections.
- Health spending account support.
- Flexible work schedules.
- Opportunities for on-the-job training and career development.
- Complimentary on-site parking available.
Additional Information
This role is primarily based on-site in Sherwood Park, Alberta, with some remote flexibility. Candidates are encouraged to submit a cover letter detailing relevant leadership and customer experience. The recruitment process may incorporate AI tools to assist in candidate evaluation; however, final decisions are made by humans.