Customer Service Manager

Full-time - In-office presence required 4 days per week 

Kitchener, ON 

$87k - $100k CAD *Individual placement within the salary range will be based on experience, skills, market data, and internal equity considerations 

The Company 

Intellijoint Surgical develops effective and easy-to-use products to enhance orthopaedic surgeons’ care and patients’ lives. Today, Intellijoint technology lives in the operating room, helping surgeons improve implant positioning during hip and knee replacement surgeries. Our technology has been used in over 90,000 surgeries, helping us to gain real-world feedback from patients and surgeons to improve our products. We are seeking a Customer Service Manager to join our growing team to help bring innovative technologies to the market.  

The Position 

The Customer Service Manager is a frontline leadership role at Intellijoint Surgical, responsible for ensuring the sales organization and customers receive timely, accurate, and high-quality support to win new business and effectively serve existing customers.  

This role owns day-to-day execution and prioritization of all customer service activities and serves as the primary point of contact between the field and HQ. The Customer Service Manager ensures requests, issues, and feedback from the field are clearly understood, appropriately triaged, and resolved efficiently across Operations, Quality, Finance, and other internal teams. 

As a snapshot, we are looking for someone who: 

• Thrives in fast-moving, execution-heavy environments 

• Takes ownership of outcomes and follows requests and issues through to resolution  

• Brings structure, clarity, and prioritization to complex, cross-functional work 

• Excels acting as the single point of contact between sales, customers, and internal teams 

• Cares deeply about responsiveness, accuracy, and service quality 

• Leads with empathy and goes the extra mile to be customer-centric 

Key Responsibilities 

• Lead the Customer Service team, setting daily and weekly priorities and ensuring consistent, high-quality execution 

• Work closely with Sales leadership to align on priorities and service standards 

• Partner with HQ departments to ensure customer service activities are well-coordinated and effective 

• Act as the primary advocate for customer and sales team needs, ensuring feedback is effectively communicated and addressed by cross-functional teams.  

• Oversee and support the daily execution of quotes, contracts, order, and return-related activities 

• Act as a primary support partner to the sales organization on day-to-day needs of Intellijoint’s sales reps  

• Support onboarding and ongoing management of independent sales representatives 

• Ensure sales requests are handled accurately, consistently, and within standard timelines  

• Provide clear, timely communication to the sales team regarding status, next steps, and resolution 

• Own the intake of issues, requests, and feedback from the field and customers 

• Triage items appropriately across internal teams based on urgency, impact, and ownership 

• Coordinate cross-functional action to ensure complaints, feedback, and returns are resolved quickly and effectively  

• Serve as the central point of communication between HQ teams and the sales organization  

• Ensure visibility, accountability, and follow-through on all open items and escalations 

• Identify recurring issues or risks and escalate patterns to leadership as needed 

• Ensure customer service processes are followed consistently and operate effectively day-to-day 

• Track and report on core customer service KPIs, workload, and service performance trends 

• Provide input to the team’s initiatives to improve Customer Service’s processes and execution 

• Act as the primary business owner and day-to-day user of key business systems, including CRM, ERP, and CLM  

• Ensure systems are used accurately and consistently to support customer service, operations, and sales execution 

• Partner with IT on system configuration, integrations, and enhancements 

• Resolve technical issues and system problems that sales, finance, and operations may encounter  

Skills and Experience to Enable Success:  

• Bachelor’s degree in business or related field 

• 5–10 years’ progressive customer service, sales support, or commercial operations experience  

• Hands-on people leadership experience  

• Proficiency in CRM (Salesforce; HubSpot) and ERP (NetSuite) tools 

• Trained or certified in Lean, Six Sigma, or related continuous improvement methodologies 

• Strong cross-functional collaboration experience in a growing business 

• Comfort operating in ambiguity and prioritizing competing demands 

• Excellent communication skills - clear, empathetic, and adaptable 

• Highly organized and detail-oriented with strong follow-through 

• Calm, solutions-oriented approach to issue management and escalation   

Why Join Us? 

• It is unrealistic for us to believe we will find someone who fits this position 100% 

• Strong support towards career development and growth 

• Work with innovative products that can improve surgical outcomes and enhance patients’ quality of life 

• Be ready to innovate! 

• Work alongside a highly talented and driven group of team members and colleagues organization-wide 

• Work in an environment with high transparency and collaboration, along with lots of fun and social activities 

• Be ok with change and share in our excitement as we scale  

• Flexibility so that you can do your best both at work and outside of it 

Intellijoint Surgical is committed to creating an accessible and inclusive work environment. It is our policy to recruit and select applicants solely on the basis of their qualifications. We are an equal opportunity employer that hires talent regardless of age, race, creed, colour, religion, national origin, ancestry, marital status, sexual orientation, gender identity or expression, disability, or any other status or condition protected by applicable law. 

Intellijoint Surgical encourages applications from all qualified candidates. Those in need of accommodation at any stage in the recruitment process should notify hr@intellijointsurgical.com. Any information received that relates to accommodation needs of a candidate will be addressed in a confidential manner.