You are passionate about the western lifestyle and lead by example in delivering positive, solutions-focused customer experience. As the Customer Service Lead, you oversee daily customer service priorities, ensuring inquiries, order issues, escalations, returns, and corporate sales requests are resolved efficiently and in line with Lammle’s brand standards. This role owns issue resolution from start to finish and supports department success through service standards, process improvements, scheduling coverage, and the “Lammle’s Experience” for online customers across Canada.

This role requires open availability, including evenings, and weekend shifts. The Customer Service Lead owns scheduled shift priorities, keeps service levels and issue resolution moving after hours, and ensures appropriate coverage during peak periods, promotions, high-volume order activity, and other critical times.

Responsibilities:
Lead daily customer service priorities and own inquiries, escalations, tickets, returns,



and order concerns through timely resolution
Monitor workload, service standards, resolution timelines, and follow-up to support department results
Serve as the first escalation point for complex customer, order, courier, and cross-department issues
Own scheduling support by monitoring volumes, identifying peak periods, and ensuring proper coverage
Resolve LWW customer service issues positively while maintaining brand standards
Follow up on open tickets, prioritize urgent matters, and elevate when needed
Own unresolved or recurring issues by tracking next steps and confirming resolution with the customer
Communicate product issues with the buying team and support customer-focused resolutions
Communicate store-related customer service issues
Improve processes, handoffs, response times, and customer experience
Create orders for customers needing online support
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📌 Customer Service Lead Calgary
🏢 Lammle's Western Wear
📍 Calgary