Customer Experience Team Lead

Canada·Sherwood ParkFull-timelead

OtherCustomer Experience Team Lead

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Quick Summary

Overview

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.

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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 grow into the role, 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 - both the team they support and the customers they serve. You don’t need a long leadership résumé. What you do 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.

This is an in-person role based out of our Sherwood Park, AB office.

Lead and support the Customer Experience team, creating a culture focused on client satisfaction and team performance

Host regular one-on-ones - weekly with remote team members and monthly with in-office - 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

Have strong emotional intelligence, with the ability to lead with empathy and compassion

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

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

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)

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

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