The Lead Customer Service Associate serves as a front-line leader responsible for delivering exceptional customer service while providing guidance, support, and direction to customer service team members. This role assists with daily operations, resolves escalated customer concerns, supports training and development efforts, and helps ensure service standards, productivity goals, and company policies are consistently met. Key Responsibilities Customer Service & Support Deliver outstanding customer service through skilled and timely interactions. Resolve customer issues efficiently while maintaining a positive customer experience. Monitor service quality and ensure adherence to established service standards. Team Leadership Serve as a point of contact and resource for Customer Service Associates. Provide coaching, mentoring, and day-to-day guidance to team members. Assist with onboarding and training of new employees. Operations & Performance Identify opportunities for process improvements and increased efficiency. Ensure accurate documentation of customer interactions and case resolutions. Support compliance with company policies, procedures, and confidentiality requirements. Reporting & Administrative Support Prepare and maintain service reports and operational records as needed. Assist management with special projects and departmental initiatives. Qualifications 2-4 years of customer service experience. Previous leadership, mentoring, or team lead experience preferred. Strong communication, interpersonal,



and conflict-resolution skills. Excellent organizational and problem-solving abilities. Proficiency with customer relationship management (CRM) systems and Microsoft Office applications. Ability to work in a fast-paced environment and manage multiple priorities. Knowledge, Skills, and Abilities Strong customer service orientation. Ability to lead by example and influence others positively. Physical Requirements Ability to remain seated or standing for extended periods as required. May require occasional lifting of up to 25 pounds. Success Measures Customer satisfaction scores. Compliance with company policies and service standards. Reports To: Customer Service Manager Compensation: The expected compensation is an estimate, and the final offer will depend on skills, experience, location, and other job-related factors. Vacancy Status: This posting is for an existing vacancy. Pay Range $23 - $25 CAD WHAT WE OFFER Career Growth: An opportunity to enter a job that allows you to learn new skills or use a variety of them that may lead you to uncover other career opportunities. Learning & Development: At SPS, we promote a work culture of learning so that you can develop to be the best at what you do. We Recognize Talent: We offer a variety of recognition programs for all levels of employees. Paid Time Off: Full time: Minimum of 80 hours/calendar year. Part time/temporary: Minimum of 1 hour for every 30 hours worked. PTO amounts may increase based on tenure and/or the assigned

📌 Lead Customer Service Associate New Toronto, Ontario, Canada
🏢 SPS North America
📍 Toronto