Customer Experience Team Lead

About BIS Safety Software

BIS Safety Software, headquartered in Sherwood Park, Alberta since 2006, is a growing SaaS company focused on revolutionizing how organizations handle safety, training, learning, and compliance. The company promotes a culture of humility over hierarchy, rapid innovation, and employee ownership through its Employee Stock Ownership Plan (ESOP).

Position Overview

We are seeking a Customer Experience Team Lead to guide and support our high-performing customer service team, fostering a client-first culture. This role combines a passion for technology and people, requiring a leader who values empathy, continuous learning, and ownership.

Key Responsibilities

• Lead and nurture the Customer Experience team to prioritize customer satisfaction and optimize team effectiveness.
• Conduct regular one-on-one coaching sessions weekly with remote members and monthly for those in-office.
• Oversee daily operations including scheduling, call and ticket evaluations, project management case reviews, and coordination across departments.
• Utilize performance metrics such as response times, customer satisfaction scores, call quality, and missed calls to drive improvements.
• Provide direct support handling calls and tickets during peak periods or complex cases.
• Act as the primary resource for team inquiries, delivering timely and constructive coaching and feedback.
• Assist in launching and encouraging adoption of new tools and technology, including AI-driven resources like Ask Amy, while contributing to process and documentation enhancements.
• Promote team stability and development through proactive engagement and feedback collection.
• Support risk and compliance efforts, offering insights to maintain strategic alignment with leadership.

Desired Qualifications

• Strong emotional intelligence with empathetic and compassionate leadership style.
• Background in SaaS, technical support, or customer-focused environments, including retail or hospitality.
• High motivation and passion for assisting both customers and team members.
• Excellent communication skills with ability to coach on tone, empathy, and professionalism.
• Proven leadership experience characterized by proactive ownership and reliability.
• Open to feedback and adaptable to change as growth opportunities.
• Comfortable thriving in fast-paced, dynamic settings with fluctuating conditions.
• Enjoy mentoring and supporting team members in achieving their full potential.
• Humble attitude with eagerness to learn and seek clarity when needed.

Additional Advantages

• Experience with customer support platforms such as Zendesk or Dialpad.
• Familiarity with customer experience KPIs like CSAT scores.
• Interest or previous exposure to AI tools aimed at enhancing customer service.

Compensation and Benefits

• Participation in an Employee Stock Ownership Plan (ESOP).
• Comprehensive medical, dental, and vision insurance coverage.
• Life and disability insurance protections.
• Health spending account support.
• Flexible work schedules.
• Opportunities for on-the-job training and career development.
• Complimentary on-site parking available.

Additional Information

This role is primarily based on-site in Sherwood Park, Alberta, with some remote flexibility. Candidates are encouraged to submit a cover letter detailing relevant leadership and customer experience. The recruitment process may incorporate AI tools to assist in candidate evaluation; however, final decisions are made by humans.