The Canadian Opera Company is now accepting applications for the position of Customer Care Team Lead, Ticket Services.PURPOSE OF ROLEUnder the supervision of the Manager, the Customer Care Team Lead plays a key role in supporting the daily operations of the Ticket Services department's Outbound Customer Care campaigns.The Customer Care Team Lead sets the standard for patron-centred service across the Customer Care Team, coaching Specialists while personally handling the most complex escalations. They are responsible for blending team leadership and call centre operations with a growing voice in shaping customer relations strategy from direct patron feedback.The ideal candidate is goal-oriented, will possess superior communication skills, a positive attitude, strong problem-solving abilities, and have a capacity to motivate and lead others.KEY RESPONSIBILITIESTEAM LEADERSHIPCoach and develop Customer Care Specialists, continuously raising the bar on service quality and team performanceLead training for new and existing Specialists, refining training approach over timeAssign and oversee daily task distribution for the Customer Care teamCUSTOMER SERVICE & ESCALATIONSTake ownership of the department's most complex or escalated patron issues, modelling a patron-first resolution approachSALES & CAMPAIGN SUPPORTJoin campaign-based outbound calling alongside Specialists, focusing on higher-difficulty callsCreate and maintain lead sheets, and monitor suppression lists to keep campaign calling lists accurateAdvise on lead pipeline health and floor lead distribution during active campaignsProvide statistical reporting on campaign performance during sales meetingsReport on and advise the Manager on customer relations trends and strategy, based on direct patron feedback gathered through campaignsCreate collaborative and warm relationships with colleagues from other departments,



particularly with regards to fundraising campaigns and patron feedbackMonitor the Ticket Services email account for queries regarding Outbound Customer Care campaigns, ensuring timely responses to customer inquiries and providing email templates for Specialists as applicableOPERATIONSBuild deep working knowledge of productions, packages, membership, and donor events, coaching others to do the sameContribute to Tessitura database accuracy and broader systems oversightMaintain organized, well-equipped workspacesOther duties as assignedKEY REQUIREMENTSMinimum 2+ years' experience in a ticketing, box office, or customer service environment, preferably in a supervisory or team-lead capacityExperience working in or supervising a call centre environment requiredStrong knowledge of Tessitura and MS OfficeExceptional oral/written communication and interpersonal skills; qualified phone and email mannerGenuine comfort leading and coaching others through outbound sales/donor callingAbility to thrive and lead calmly in a fast-paced, deadline-driven environmentSound judgment and diplomacy when resolving the team's most difficult patron issuesFamiliarity with AODA requirements; eligible to serve as a JHSC Worker memberAvailable weekends/evenings at FSC and 227 Front StNon-profit or donor-relations environment experience (asset)Appreciation of opera as a cultural art form (asset)Only applications received by end of day, September 02, 2026 will be considered.The Canadian Opera Company thanks all applicants in advance, however, only those considered for an interview will be contacted.



No phone calls or agencies please.ABOUT THE CANADIAN OPERA COMPANYBased in Toronto, the Canadian Opera Company is the largest producer of opera in Canada and one of the largest in North America. General Director Ian Derrer joined the company in 2026, forming a leadership team alongside Artistic Director Roberto Mauro and Music Director Johannes Debus. The COC enjoys a loyal audience, including a dedicated base of subscribers, and has an international reputation for artistic excellence and creative innovation.Its diverse repertoire includes new commissions and productions, local and international collaborations with leading opera companies and festivals, and attracts the world's foremost Canadian and international artists. The company is an incubator for the future of the art form, nurturing Canada's new wave of opera performers and creators with customized training and support. The COC's purpose-built opera house, the Four Seasons Centre for the Performing Arts, is hailed internationally as one of the finest in the world.As Canada's largest opera company, the COC deeply values equity and diversity across all levels of the organization and believes in fostering an inclusive, discrimination‐free environment that fully supports our team's personal and collective success. We are committed to building a workforce that reflects our community, our city, and our country and, in turn, the COC welcomes applicants from all backgrounds and abilities who share and embrace these values of anti‐racism and inclusion.The COC is committed to providing accommodations for people with disabilities in accordance with the Accessibility for Ontarians with Disabilities Act (AODA) in all parts of the hiring process. If you require an accommodation, please let us know and we will work with you to meet your needs.For more information, visit coc.Ca.

📌 Customer Care Team Lead, Ticket Services (Toronto)
🏢 Canadian Opera
📍 Toronto