Location

Toronto, ON

Employment Type

Full time

Location Type

Hybrid

Department

Operations

Customer Care

Compensation

CA$130K – CA$170K • Offers Equity

We take into consideration an individual’s background, experience, and location in determining their salary. This role is also eligible for health insurance, retirement savings benefits, life insurance and disability benefits, flexible paid time off, parental leave, and other additional benefits.

Who We Are

At Tonal, we know firsthand that too many hurdles stand between each of us and our fitness goals. Drawing on decades of research and a diverse team of experts, we have created the most intelligent strength training system available that makes working out more efficient, effective, and engaging.

We are applying our collective knowledge and creativity to reimagine working out, leveraging hardware, software, video content, artificial intelligence and computer vision to help customers achieve their fitness goals.

We're passionate about building products that help our customers thrive.

What You’ll Do

You’ll own the vision and execution of our multichannel support organization (phone, chat, email, social), managing both strategy and customer service operations. You’ll build scalable solutions, lead high-performance teams, and elevate the customer experience through continuous improvement and proactive problem-solving.

Key Responsibilities:

• Strategic Leadership & Vision: Shape and execute the customer service strategy aligned with Tonal’s broad growth goals.
• Operational Excellence: Define and monitor KPIs (e.g., CSAT, NPS, FCR, AHT). Drive automation, self-service, and meaningful performance gains.
• Team & Culture Leadership: Inspire, coach, and scale a team of managers and agents—develop talent, nurture emotionally intelligent leadership, and establish a culture of excellence.
• Customer Advocacy: Serve as an internal voice for the customer—escalating issues, influencing product, engineering, and cross-functional improvements.
• Budget & Vendor Management: Own ~$3M budget. Optimize spend across headcount, tools, and vendors. Manage third-party providers to support overflow and scale. Ongoing contract management and future negotiations. Vendor selection going forward.
• Technology & Systems: Partner on implementation and evolution of customer systems (Salesforce, learning management systems, chatbots, etc.) for efficiency and personalization.

Who You Are

• Passionate advocate for exceptional customer experience—especially post-sale and support contexts.
• 5+ years in customer service or care roles, 2+ years in senior leadership or Director role (preferably in tech/hardware or high-growth consumer environments).
• Hands-on strategic operator with deep experience scaling organizations, improving operational KPIs, and embedding continuous improvement.
• Emotionally intelligent, versatile leader—able to zoom in to diagnose issues and zoom out to lead strategy.
• Proven track record of developing and retaining high-performing people.
• Competitive mindset, strong work ethic, and credibility—especially in fast-paced, mission-driven cultures.
• Experience with tools like Salesforce, workflow automation, or similar platforms.
• Startup or late-stage tech experience is strongly preferred. Passion for innovation and customer impact.

Preferred Attributes

• Background scaling contact center or support through rapid growth phases for complex customer journeys.
• Experience leading diverse, inclusive teams and cultivating service-oriented culture.
• Multilingual abilities or experience supporting an international customer base is a bonus.
• Six Sigma certification or demonstrated experience applying Six Sigma methodologies

What We Offer

• Competitive salary range + equity
• Comprehensive health and wellness benefits, plus Tonal equipment discounts
• Purpose-driven, high-performance culture where customer impact is at the center of everything we do

Why This Role Matters

You’ll lead a pivotal function: turning customer support into a high-touch competitive advantage and reinforcing Tonal’s brand promise. This role combines strategy, operational rigor, team development, and service excellence.

At Tonal, we believe that the unique and varied lived experiences of our teammates contribute to our overall strength. We don’t just appreciate differences, we celebrate them, and we always seek people that represent a wide variety of backgrounds. We’re dedicated to adding new perspectives to the team and designing employee experiences that contribute to your growth as much as you do to ours. If your experience aligns with what we’re looking for (even if you don’t check every single box), send us your application. We would love to hear from you!

Tonal is committed to meeting the diverse needs of people with disabilities in a timely manner that is consistent with the principles of independence, dignity, integration, and equality of opportunity. Should you have any accommodation requests, please reach out to us via our confidential email, accessibility@tonal.com. All requests will be addressed and responded to in accordance with Tonal’s Accessibility Policy and local legislation.