Job Summary:Job Description:Position: Team Lead, Customer CareLocation: Remote Canada/USJob Profile: Team Lead, Customer CareWhat we are looking forThe Team Lead, Customer Care is a hands-on, player-coach role responsible for the daily leadership, coaching, and development of the Application Support Analyst team. This position owns escalation management end-to-end, delegates and prioritizes team workload, and ensures that customer-facing issues are resolved in a way that protects both team capacity and customer satisfaction.
This role bridges frontline issue ownership with people leadership, facilitating team meetings and stakeholder communication while coaching, developing, and guiding the team's skills and career growth. The Team Lead works closely with the Senior Manager, Customer Care to ensure escalations are resolved efficiently, team performance stays on track, and cross-departmental alignment is maintained.
The Team Lead is empowered to make day-to-day operational decisions regarding workload prioritization, escalation handling, and customer support activities while partnering with the Senior Manager on broader staffing, performance, and strategic decisions.
ResponsibilitiesTeam Leadership & People Development- Plan and lead team meetings, communicating priorities, performance updates, and key initiatives
- Coach and guide Application Support Analysts through daily escalations, workload challenges, and skill development opportunities
- Foster a culture of accountability, collaboration, and independent decision-making
- Build onboarding plans, support offboarding transitions, and participate in recruitment activities, including candidate assessment and hiring recommendations
- Partner with team members and the Senior Manager to support career development planning, employee engagement, and succession readiness
- Identify emerging talent and help prepare team members for expanded technical or leadership responsibilities
Operational Leadership & Resource Management- Delegate tasks and responsibilities across the team, clearly communicating shifting priorities and expectations
- Monitor team capacity and workload, adjusting assignments to balance customer needs, service quality, and employee well-being
- Monitor operational metrics and identify opportunities to improve team effectiveness, customer outcomes, and overall service quality
- Support the Senior Manager in establishing performance expectations, monitoring progress, and providing coaching and feedback
- Make day-to-day operational decisions regarding customer support activities, workload prioritization, and issue ownership
Escalation Management & Customer Success- Own customer escalations end-to-end, ensuring timely resolution and clear stakeholder communication
- Analyze complex or recurring issues to identify underlying trends, root causes, and long-term corrective actions
- Exercise sound judgment regarding when escalations require broader organizational involvement
- Maintain hands-on involvement in complex customer issues and high-priority situations to support the team and model effective problem-solving practices
- Maintain strong working knowledge of MoD solutions and serve as a credible resource for customers and internal stakeholders
Cross-Functional Collaboration & Communication- Partner closely with Product, Applied Research, Professional Services, and other business functions to support shared customer outcomes
- Facilitate productive communication between Customer Care and cross-functional stakeholders
- Encourage constructive dialogue, resolve conflicts, and negotiate effective outcomes when priorities compete
- Support customer-facing presentations, webinars, and communications as needed
Continuous Improvement & Knowledge Management- Drive documentation standards, knowledge sharing, and process consistency to improve scalability, reduce reliance on individual expertise, and strengthen overall team capability
- Identify recurring issues that can be reduced through training, documentation, automation, or workflow improvements
- Recommend and implement operational improvements that enhance team effectiveness and customer outcomes
- Stay informed on emerging technologies, tools, and industry practices relevant to Customer Care and identify opportunities for team development
Qualifications- 5+ years of customer support, technical support, or customer care experience, including experience mentoring, coaching, or leading peers
- Demonstrated ability to lead and develop a team in a fast-paced, customer-facing environment, balancing hands-on escalation work with people leadership
- Strong analytical and problem-solving skills, with a track record of identifying trends across recurring issues and translating them into process or training improvements
- Effective communicator and conflict resolver, comfortable delegating, prioritizing, and adjusting team workload under shifting demands
- Experience supporting recruitment, onboarding, and career development activities for a team
- Working knowledge of MoD-specific product(s) (e.g., PASS, FLEX, ParaCutter) or comparable transit/paratransit software
- Comfortable operating with ambiguity, building or improving processes as the team and product evolve
- Transit, paratransit, or public sector technology experience is a strong asset but not required
- Bachelor's degree or equivalent combination of education and experience
Worker Type:Regular
Number of Openings Available:1
