lisa@bellsofsteel.com at Stichting Mission on Wheels

Calgary, Alberta, Canada -

Full Time

Start Date

Immediate

Expiry Date

31 Aug, 26

Salary

80000.0

Posted On

02 Jun, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

People Leadership, Remote Team Management, Coaching, Emotional Intelligence, Ecommerce Customer Service, Gorgias, AI Tool Proficiency, KPI Tracking, Conflict Resolution, Written Communication, Verbal Communication, Payroll Management, Scheduling, Process Optimization, Cross-team Coordination

Industry

Description

About the role Are you a people-first leader who knows that a great customer support team starts with great management? Do you thrive on coaching, developing, and bringing out the best in a team — including people you don't sit next to every day? If so, we're looking for you to join us as our Customer Support Manager. In this role, you'll lead our Customer Support department, much of which works remotely. You'll provide clear direction, steady coaching, and the kind of support that keeps a distributed team connected, motivated, and performing at a high level. You'll set priorities, remove obstacles, and build a culture of trust and accountability. Technical fluency matters too — you'll own our customer support software and use data to keep improving — but your ability to lead people well is what will make you successful here. This is a hybrid role based out of either our Toronto or Calgary location. What you'll do Lead and develop a remote team Manage, coach, and mentor a distributed customer support team — keeping people connected, motivated, and clear on expectations even when they're not in the same room. Cultivate a culture of trust and transparency: encourage open dialogue, empower team members to contribute ideas and take calculated risks, and create a supportive environment where challenges are surfaced and addressed early. Guide team members in understanding their daily responsibilities and job expectations, ensuring clarity and focus across the team. Anticipate and resolve challenges your team faces, removing roadblocks promptly. Conduct weekly department meetings to review performance, address concerns, and set goals. Manage scheduling and payroll for the support team, ensuring compliance with company policies and procedures. Continuously grow and develop your own product knowledge and that of your team Own the customer experience Act as a primary point of contact for escalated customer concerns, handling challenging situations with resilience and professionalism. Leverage AI to monitor customer ratings and feedback, proactively addressing issues to maintain high levels of satisfaction and close gaps Coach the team to deliver exceptional service through concise, relevant communication and a genuine passion for fitness. Track and maintain Customer Support KPIs to uphold performance standards. Drive Unreasonable Hospitality mindset and approach through all customer touchpoints Surface customer feedback to inform improvements across the whole customer journey - marketing, website, fulfillment, shipping Manage tools, process, and cross-team coordination Manage and optimize our customer support software, Gorgias — including delegation, automations, and collecting data to improve our products and processes. Manage the interface between Customer Support and the warehouse team, facilitating seamless communication to maintain efficiency and prevent processing delays. Continuously improve our CS process by keeping up with and applying industry best practices and trends. Identify resource needs and priorities, collaborating with leadership to optimize departmental resources effectively. Qualifications People leadership: Proven experience leading and developing a team, ideally a remote or distributed one. You know how to keep people engaged, accountable, and supported from a distance. A coaching mindset and strong emotional intelligence — you build trust quickly and bring calm to high-pressure situations. Excellent verbal and written communication skills, with the ability to communicate effectively with both internal teams and customers. Experience and technical fluency: At least 3 years of customer service experience in an ecommerce environment. Comfort and confidence with technology: strong computer proficiency (MS Office — Word, Excel, and Outlook) and experience using customer support software like Gorgias. Regular use of AI tools like Claude or ChatGPT, as well as AI-CS tools like Yuma A continuous-improvement mindset for using data and tools to make the team better. Perks A positive work culture that values employees and respects their personal time (our last employee survey had 85% positive responses). 3 weeks of vacation, plus paid sick days. Every other Friday off (paid) during non-peak season. Health Spending Account. $1,000 home gym credit toward Bells of Steel equipment.

Responsibilities

Lead and develop a distributed customer support team while fostering a culture of trust and accountability. Manage the customer experience by handling escalations, optimizing support software, and coordinating with the warehouse team.