Customer Service Triage

Customer Service Triage

About Clearbridge

At Clearbridge, we don't just provide services - we build trust. Every customer interaction is an opportunity to show that someone truly gets it. That we're listening. That we care. We're a team that thrives on solving real problems for real people, not just checking boxes. If you're the kind of person who lights up when a customer says, "Thank you, you really understood what I needed," then you're going to love it here.

Role Mission

As our Customer Service Triage, you’re the central point of connection between our customers and the teams who serve them — across IT support, professional services, development, and marketing. You’re the person who takes a customer’s call, genuinely understands what they need, and makes sure the right people get involved with the right information at the right time.

You’ll be the calm, confident voice our customers rely on. You’ll turn scattered or urgent requests into clear, organized action. And you’ll notice patterns — the kind that turn repeat problems into permanent fixes.

This is a high-visibility, people-first role. If you thrive on interaction, love being in the middle of the action, and get genuine satisfaction from making someone’s day easier, this might be your perfect fit.

The Ideal Candidate

• You build rapport quickly and make customers feel genuinely heard — even when they’re frustrated.
• You stay calm under pressure. When things get busy or complicated, you’re the steady presence everyone counts on.
• You’re naturally curious. You don’t just answer the surface question — you ask why it keeps coming up.
• You communicate clearly and professionally, whether you’re talking to a stressed client or briefing a delivery team.
• You’re organized and can juggle multiple requests without letting things slip through the cracks.
• You’re energized by people, not drained by them. A busy day full of conversations sounds like a good day to you.
• You understand how businesses operate and can quickly gauge what a request actually means for the client.

Responsibilities & Expectations

Be the first voice customers hear — and make it count.

• Answer incoming service requests with warmth, professionalism, and genuine curiosity about what’s actually going on.
• Ask the right questions to understand the full picture before routing anything.
• Handle high-stakes or emotionally charged situations with grace.

Coordinate and connect across teams.

• Own the intake, triage, and routing of all incoming service requests.
• Translate vague or urgent client needs into clear, actionable context for IT and professional services teams.
• Act as the coordination hub for assigned client accounts, keeping priorities aligned and handoffs smooth.
• Validate requests for urgency, scope, and business impact before dispatching.

Spot patterns. Solve root causes.

• Identify recurring issues and help teams move beyond surface-level fixes.
• Connect day-to-day requests to broader service trends.
• Flag opportunities for proactive client engagement and service improvements.

Culture Champion

• Model Clearbridge's customer-obsessed mindset in every interaction
• Be the example of what "getting it right" looks like for the team

Required Experience & Skills

• 4 to 6+ years in a customer-facing service, coordination, or operations role
• Experience in managed services, consulting, or fast-paced service environments strongly preferred
• Exceptional verbal and written communication skills - professional, approachable, and crystal clear
• Demonstrated ability to listen actively, ask smart questions, and synthesize information quickly
• High emotional intelligence - you navigate complex or frustrated customers with ease
• Strong judgment and confidence in prioritizing work in real time
• Natural curiosity about how businesses operate and how issues connect across teams
• Energized by being highly visible - you love interacting with people all day long

Benefits/Perks

• Competitive salary and benefits package
• Stocked kitchen with healthy snacks, coffee and tea
• Beautiful office space, located in heart of downtown Abbotsford (close to coffee shops and restaurants)
• Professional development opportunities and training
• A team that genuinely values your ideas and your impact
• The satisfaction of knowing you're making customers' days better - every single day

Location

This is an in-person role based in Abbotsford, BC.