About the role
GoodMorning.com is a Canadian pioneer in the creation and growth of award-winning direct-to-consumer brands. Over the last decade, we have delivered hundreds of thousands of beloved products to customers across North America. And we’ve created an exciting, ownership-driven culture perfectly suited to intelligent, results-driven individuals. If you’re hungry to disrupt stale consumer industries with innovative new brands and products of exceptional value that customers love, then GoodMorning.com is the place for you!
As a Customer Service Team Leader, you will guide a team of motivated Customer Service Associates to deliver exceptional experiences from start to finish. You’ll translate functional goals into actionable plans, coach your team to achieve measurable results, and foster a culture of accountability, empathy, and excellence. Alongside daily leadership, you’ll take a hands-on approach to problem-solving, ensuring customer issues are resolved quickly and accurately. Working closely with the Customer Service Manager and cross-functional teams, you’ll drive continuous improvements that enhance quality, efficiency, and overall customer satisfaction.
Job Duties
- Leading and motivating Customer Service Associates and Specialists to deliver accurate, empathetic, and efficient service.
- Translating goals into measurable outcomes and managing KPIs such as FCR, CSAT, schedule adherence, and defect resolution.
- Monitoring queues and rebalancing workloads in real time to maintain responsiveness and consistent quality.
- Managing escalations and complex cases, including cancellations, returns, replacements, and defect claims.
- Coaching team members to strengthen performance, build confidence, and improve key service metrics.
- Identifying recurring issues to drive process improvements.
- Using data insights to assess performance, diagnose root causes, and implement sustainable improvements.
- Collaborating with cross-functional partners to enhance communication, reduce friction, and resolve bottlenecks.
- Overseeing workforce planning, hiring, and onboarding to ensure strong coverage and capability.
- Developing and maintaining training tools, knowledge bases, and standardized procedures.
Requirements Qualifications
- Bachelor’s degree in business, communications, management, or a related field.
- Minimum of 3 years of experience in a customer service or contact centre environment.
- Minimum of 1 year of experience leading or supervising a customer service team.
Skills
- Strong understanding of contact centre operations, including queue management and scheduling.
- Proven ability to interpret and act on key service metrics such as CSAT, FCR, and cost efficiency.
- Exceptional communication skills for coaching, escalation management, and cross-functional collaboration.
- Strong organizational skills with a proven record of maintaining consistent service quality.
- Effective and empathetic problem-solving skills for resolving complex customer issues.
- Analytical mindset with confidence using data to drive accountability and improvement.
- Proficiency with customer service tools such as Freshdesk, Zendesk, Intercom, G Suite, and MS Office.
- Adaptability and willingness to learn new tools, technologies, and processes.
- High attention to detail in reporting, documentation, and customer communication.
- Ability to remain calm and professional under pressure.
- Collaborative attitude and commitment to a culture of trust and operational excellence.
About GoodMorning.com
GoodMorning.com is one of Canada’s largest online mattress retailers and has sold over 350,000 mattresses to Canadians from coast to coast—and that number grows daily. Our company’s purpose is to deliver sleep products of remarkable quality and value that customers love.
Since 2009, when GoodMorning.com was first established in Canada by Samuel Prochazka, we’ve been disruptors in the mattress industry. We work hard to make a great night’s sleep accessible to all through our unique direct-to-consumer model, mattress donation program, top-notch customer service, and the latest technologies and innovations in the e-commerce landscape. We also invented the at-home sleep trial, which lets our customers try their mattress night after night in the comfort of their homes for up to 365 nights.
Our portfolio of brands includes Douglas, Logan & Cove, Juno, and Octave. We’re constantly transforming our portfolio by researching the latest advancements in mattress-making, bringing new products to market that meet the needs of our customers, and providing as much value as possible.
While many of our innovations have become industry standard, we lead the way with our customer-obsessed mindset and relentless pursuit of better. GoodMorning.com continues to grow and has been ranked as one of Canada’s top-growing companies by The Globe and Mail.
About the role
GoodMorning.com is a Canadian pioneer in the creation and growth of award-winning direct-to-consumer brands. Over the last decade, we have delivered hundreds of thousands of beloved products to customers across North America. And we’ve created an exciting, ownership-driven culture perfectly suited to intelligent, results-driven individuals. If you’re hungry to disrupt stale consumer industries with innovative new brands and products of exceptional value that customers love, then GoodMorning.com is the place for you!
As a Customer Service Team Leader, you will guide a team of motivated Customer Service Associates to deliver exceptional experiences from start to finish. You’ll translate functional goals into actionable plans, coach your team to achieve measurable results, and foster a culture of accountability, empathy, and excellence. Alongside daily leadership, you’ll take a hands-on approach to problem-solving, ensuring customer issues are resolved quickly and accurately. Working closely with the Customer Service Manager and cross-functional teams, you’ll drive continuous improvements that enhance quality, efficiency, and overall customer satisfaction.
Job Duties
- Leading and motivating Customer Service Associates and Specialists to deliver accurate, empathetic, and efficient service.
- Translating goals into measurable outcomes and managing KPIs such as FCR, CSAT, schedule adherence, and defect resolution.
- Monitoring queues and rebalancing workloads in real time to maintain responsiveness and consistent quality.
- Managing escalations and complex cases, including cancellations, returns, replacements, and defect claims.
- Coaching team members to strengthen performance, build confidence, and improve key service metrics.
- Identifying recurring issues to drive process improvements.
- Using data insights to assess performance, diagnose root causes, and implement sustainable improvements.
- Collaborating with cross-functional partners to enhance communication, reduce friction, and resolve bottlenecks.
- Overseeing workforce planning, hiring, and onboarding to ensure strong coverage and capability.
- Developing and maintaining training tools, knowledge bases, and standardized procedures.
Requirements Qualifications
- Bachelor’s degree in business, communications, management, or a related field.
- Minimum of 3 years of experience in a customer service or contact centre environment.
- Minimum of 1 year of experience leading or supervising a customer service team.
Skills
- Strong understanding of contact centre operations, including queue management and scheduling.
- Proven ability to interpret and act on key service metrics such as CSAT, FCR, and cost efficiency.
- Exceptional communication skills for coaching, escalation management, and cross-functional collaboration.
- Strong organizational skills with a proven record of maintaining consistent service quality.
- Effective and empathetic problem-solving skills for resolving complex customer issues.
- Analytical mindset with confidence using data to drive accountability and improvement.
- Proficiency with customer service tools such as Freshdesk, Zendesk, Intercom, G Suite, and MS Office.
- Adaptability and willingness to learn new tools, technologies, and processes.
- High attention to detail in reporting, documentation, and customer communication.
- Ability to remain calm and professional under pressure.
- Collaborative attitude and commitment to a culture of trust and operational excellence.
About GoodMorning.com
GoodMorning.com is one of Canada’s largest online mattress retailers and has sold over 350,000 mattresses to Canadians from coast to coast—and that number grows daily. Our company’s purpose is to deliver sleep products of remarkable quality and value that customers love.
Since 2009, when GoodMorning.com was first established in Canada by Samuel Prochazka, we’ve been disruptors in the mattress industry. We work hard to make a great night’s sleep accessible to all through our unique direct-to-consumer model, mattress donation program, top-notch customer service, and the latest technologies and innovations in the e-commerce landscape. We also invented the at-home sleep trial, which lets our customers try their mattress night after night in the comfort of their homes for up to 365 nights.
Our portfolio of brands includes Douglas, Logan & Cove, Juno, and Octave. We’re constantly transforming our portfolio by researching the latest advancements in mattress-making, bringing new products to market that meet the needs of our customers, and providing as much value as possible.
While many of our innovations have become industry standard, we lead the way with our customer-obsessed mindset and relentless pursuit of better. GoodMorning.com continues to grow and has been ranked as one of Canada’s top-growing companies by The Globe and Mail.