Dactart Business Solutions Ltd. is hiring a Customer Service Supervisor to take charge of frontline support performance and help create a more organised, responsive customer service operation. This role will involve supervising representatives, reviewing service quality, handling complex cases, and identifying operational changes that make customer interactions more efficient. The successful candidate will be a practical team leader who can balance customer expectations with internal service capacity.

Key Responsibilities

- Coordinate daily customer support coverage, workload distribution, and priority enquiries.
- Guide representatives through challenging customer interactions and assist with escalated cases.
- Review service conversations and transactions to identify accuracy, communication, and process issues.
- Monitor indicators such as response time, resolution rates, service volume, and customer feedback.
- Hold coaching sessions with team members and establish focused improvement goals based on observed performance.
- Work with operations and other internal departments to resolve issues requiring cross-team intervention.
- Help maintain customer service procedures, knowledge materials, escalation guidelines, and response standards.
- Investigate recurring complaints and recommend process changes that address the source of the problem.
- Compile service activity summaries and communicate notable trends or operational concerns to management.

Qualifications

- Previous experience in customer service,



contact centre operations, client support, or business services, with demonstrated supervisory capability.
- Strong knowledge of customer complaint handling, service quality, coaching, and frontline performance management.
- Ability to make sound decisions when dealing with escalated or time-sensitive customer situations.
- Strong verbal and written communication skills with a professional and approachable manner.
- Experience using CRM platforms, ticketing systems, customer databases, and service reporting tools.
- Valuable organisational skills with the ability to maintain service standards during periods of high demand.
- Diploma or Bachelor's degree in Business, Management, Communications, or a related field is preferred.
- Experience in B2B support or a business-to-business service environment is an advantage.

Why Work With Us At Dactart Business Solutions Ltd., the best supervisors are the ones who understand both the customer perspective and the realities facing the service team. You'll be encouraged to look beyond individual complaints, identify patterns, and help redesign processes that create unnecessary friction. This is a hands-on leadership role for someone who enjoys coaching people, making quick but thoughtful decisions, and seeing measurable improvements in everyday service operations.

Pay: $81,000.00 per year

Benefits

- Casual dress
- Employee assistance program
- On-site parking
- Wellness program

Work Location: In person

📌 Customer Service Supervisor (Edmonton)
🏢 Dactart Business Solutions
📍 Edmonton