Team Lead, Customer Support (Toronto)

Customer Support Team Lead, Core Support

Accountable for the day-to-day leadership, performance, and operational execution of the Core Customer Support function within Customer Operations. The Lead owns the delivery of consistent, high‑quality customer experiences, ensuring all interactions are managed efficiently, accurately, and in alignment with internal standards and external service‑level expectations.

Responsibilities

• Lead, coach, and develop a team of Customer Support Representatives, fostering a high‑performance, accountable, and customer‑focused culture.
• Establish performance expectations, monitor KPIs, provide regular feedback, and ensure team members meet or exceed service standards.
• Manage daily operations of Core Support, including timely resolution of inquiries, accurate order processing, returns/credits, and other customer requests while ensuring SLA compliance.
• Maintain consistent and accurate use of CRM sys...