Customer Experience Team Lead Jobs in Sherwood Park, Alberta, Canada
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Sherwood Park, Alberta, Canada
Customer Service - Team Lead Customer Service
Customer Service - Team Lead Customer Service
Customer Experience Team Lead
Top Benefits
About the role
BIS Safety Software is a SaaS company on a mission to change how organizations manage safety, learning, and compliance - and the team behind that mission matters just as much as the product. We are looking for a Customer Experience Team Lead who is eager to support a high-performing team, and put customers first in everything they do. This team is the heart of the client experience at BIS - and we want a leader who takes that seriously. About the role This is a role for someone who genuinely loves people and technology - both the team they support and the customers they serve. What you need is the drive to learn, the empathy to coach, and the ownership mindset to step up when it matters. You’ll start by getting deeply familiar with our product and customers - handling calls and tickets alongside the team. Over time, you'll grow into the full team lead responsibilities: supporting your teammates, running one-on-ones, reviewing performance, and keeping things running smoothly. If you're ready to take that next step, we'd love to hear from you. \n
In This Role, You Will Be Expected To: Lead and support the Customer Experience team, creating a culture focused on client satisfaction and team performance Host regular one-on-ones to coach and develop team members Manage day-to-day operations including scheduling, call/ticket reviews, PM case reviews, and interdepartmental communications Analyze team performance metrics (response times, CSAT, call quality, missed calls) and use data to inform decisions and improve service outcomes Provide hands-on support with calls and tickets as needed, especially during high volume or complex situations Serve as a key point of contact for team member questions, offering coaching and feedback in a timely, supportive, and constructive manner Support the rollout and adoption of new tools and technologies (including AI initiatives like Ask Amy), contributing to documentation and process improvements Champion stability and growth through proactive engagement, team feedback, and a passion for continuous improvement Support risk and compliance functions and provide feedback to leadership to help maintain strategic alignment
You might be the right fit if you: Have strong emotional intelligence, with the ability to lead with empathy and compassion Experience working in SaaS, technical support, or other customer-experience-intensive environments (we’ve seen great hires come from all kinds of backgrounds - retail, hospitality, and beyond) Are driven, motivated, and passionate about helping people - both customers and team members Possess excellent communication skills and can coach others on tone, empathy, and professionalism Leadership experience and you lead with ownership, not just task completion - you take initiative and follow through Embrace feedback and change, seeing both as opportunities to grow Are energized by fast-paced environments and skilled at navigating uncertainty Thrive when mentoring others and are excited to help team members grow into their full potential Are humble, eager to learn, and happy to ask questions and seek clarity where needed
Bonus points if you have: Familiarity with Zendesk, Dialpad, or similar customer support platforms A working understanding of CSAT and other customer experience KPIs Exposure to AI tools and an enthusiasm for exploring how technology can enhance customer service
Compensation and Benefits: Employee Stock Ownership Plan (ESOP) Full medical, dental, and vision coverage Life insurance and disability insurance Health spending account Flexible working hours On-the-job training and growth opportunities Free on-site parking
\n $60,000 - $75,000 a year Salary ranges are based on experience, reflecting the unique skillset each individual brings to the role. \n About BIS: BIS Safety Software has been headquartered in Sherwood Park, Alberta, since 2006. We build software that helps organizations manage safety training, learning, and compliance - and we’re growing! A few things that make us different: we don’t use job titles internally - we value humility and contribution over hierarchy. We move fast, integrate new ideas quickly, and give people real ownership of their work. And through our Employee Stock Ownership Plan (ESOP), you have the opportunity to own a piece of the company you’re helping build. How to apply: We love hearing from our candidates - please include a cover letter or insights into any people leading and customer experience you have had in the past. Visit our Careers Page for more information. We sincerely thank all applicants for their interest. Only those selected for interviews will be contacted. Job ID #L202607-08CTL
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About BIS Safety Software
BIS Safety Software is a technology company that offers compliance and learning management software to meet the needs of Environment, Health, and Safety (EHS) professionals. This cloud-based software application includes a Training Record Management System, a Classroom Calendar Management module, a Training Matrix, a Learning Management System, Digital Folders, plus Online Forms that can be used for site inspections, hazard assessments, incident management, preventive maintenance, competency evaluations, and more. We provide training solutions for the safety industry, including hundreds of safety training organizations throughout North America and across the world.
The core of our business is the SafetyNET program. The SafetyNET is a network of more than 500 leading safety training companies from across North America who collectively share and provide companies and individuals with access to a wide variety of safety training courses through one centralized online application.
Since 2010, the collaborative partnership between these training companies has not only enabled the best-of-the-best in online safety training to be brought together in one location but it is also helping to improve industry safety performance through the provision of convenient, cost-effective training.
Looking toward the future, the SafetyNET seeks to continually set new standards in training through ongoing technological innovations and implementation of feedback from industry experts and leaders. Be a part of this exciting future by becoming a part of The SafetyNET.