Customer Support Operations Manager
Location: Scarborough, ON
Job Type: Full-Time, Permanent
Salary: $75,000–$90,000 per year, depending on experience
Schedule: Monday–Friday
Travel: No regular travel required; possible bi-annual trips to Las Vegas

About the Role
Are you a Call Centre Manager or Customer Support Manager who enjoys building strong teams, solving problems, and improving the way a business operates?

We’re looking for a hands-on Customer Support Operations Manager to lead our growing customer service team within a fast-paced online auction and technology-enabled business .

This is not a role where you simply monitor a team from a distance. You’ll be expected to learn our platform, understand our customers, solve problems, improve processes, coach employees, manage escalations, and take ownership of the overall customer support operation.

You’ll have direct access to senior leadership and a real opportunity to influence how our customer service and operations function as the business continues to grow.

What You’ll Be Responsible For

Lead and develop a customer service and support team currently consisting of 8employees, growing to approximately 10

Oversee day-to-day customer support and call centre operations

Handle escalated customer issues and high-priority accounts

Become highly knowledgeable about our online auction platform, systems, processes, and customer journey

Monitor service levels, quality, productivity, customer issues, and team performance

Coach team members and provide ongoing feedback and performance management

Identify recurring customer problems and develop practical solutions

Improve customer service processes, workflows, documentation, and training

Work closely with the General Manager and other departments to resolve operational issues

Help develop and implement team training programs

Establish consistent operating standards and accountability within the support team

Review employee performance and identify opportunities for improvement

Build strong relationships with customers and become a trusted point of contact for key and high-value clients

Identify opportunities to reduce preventable customer issues, improve retention, and create a smoother customer experience

Lead by example by getting involved in customer issues and support tickets when necessary

Your First 90 Days
First 30 Days
Your priority will be to learn the business and master the system .

You’ll spend significant time understanding:

Our online auction platform

Customer service processes

Customer needs and pain points

Support tickets and common issues

Team workflows and responsibilities

Existing service standards and procedures





By the end of your first month, you should be able to confidently handle complex customer issues and understand the operation at a level comparable to our strongest team members.

First 60 Days
You’ll work with the General Manager to identify training and development opportunities and begin implementing 1–2 meaningful improvements to the customer support operation.

First 90 Days
You’ll be expected to take greater ownership of team performance, review and improve employee output, strengthen operating processes, and continue identifying opportunities to make customer support more efficient and effective.

First 6–12 Months
You’ll become a key relationship point for our customers and high-level accounts while helping build a stronger, more scalable customer support operation.

Your long-term success will be measured by your ability to build a high-performing team, reduce preventable customer issues, improve customer retention, and continuously improve the way our support operation works.

What We’re Looking For
We’re looking for someone who is:

An experienced Call Centre Manager or Call Centre Operations Manager

A strong people leader who can earn trust and establish accountability

Comfortable managing a customer service or call centre team

Hands‑on and willing to jump into customer issues rather than simply delegate them

A fast learner who can quickly understand new technology, systems, and processes

Strong at coaching, mentoring, and developing employees

Comfortable having difficult performance conversations

Highly organized and able to manage multiple priorities

A practical problem solver who looks for root causes rather than temporary fixes

Comfortable using performance metrics and KPIs to manage a team

Customer‑focused while still maintaining appropriate business standards

Someone who takes ownership rather than waiting to be told what to do

Experience That Would Be Valuable
Experience in any of the following environments is an asset:

Call centre or contact centre operations

Customer service management

Customer support management

SaaS or technology companies

E‑commerce

Online marketplaces

Online auctions

Retail or high‑volume customer service

Operations management

Sales and customer support environments

What Success Looks Like




The right person will become the go‑to leader for customer support operations .

You’ll know you’re succeeding when:

The team knows exactly what is expected of them

Employees are better trained and more accountable

Customer issues are resolved faster

Recurring problems are identified and eliminated

Customer service processes become simpler and more efficient

Key customers know and trust you

The support team can scale as the company grows

Customer retention improves

Leadership has confidence that customer support is being handled properly

Why Join Us?
We’re a 3rd‑generation family business with companies spanning real estate, storage, brokerage, hospitality, and online auctions.

We’ve been in business for decades and continue to grow. Many of our employees have been with us for 10+ years , and we place a strong emphasis on relationships, stability, and building a team that people actually enjoy being part of.

Our culture is summed up as:

Work Hard. Play Hard. Rest Hard.

That means we take the work seriously, but we also believe people should enjoy where they work. We have company parties, BBQs, boat cruises, and plenty of opportunities to get together outside of work.

You’ll also have the opportunity to work directly with leadership without the layers of bureaucracy found in a large corporation.

Compensation & Benefits

$75,000–$90,000 annual salary , depending on experience

Full-time, permanent position

Monday–Friday schedule

Direct access to senior leadership

Prospect to grow with a growing business

Possible bi‑annual trips to Las Vegas

Collaborative, family‑oriented work environment

About the Company
Our online auction business connects buyers with storage facilities and auction inventory across Canada, creating a convenient digital auction experience for customers.

We’re a growing, technology‑enabled business with a strong entrepreneurial culture. If you enjoy building teams, improving processes, solving problems, and having a visible impact on a growing operation , this could be an excellent opportunity.

Application Process
We review applications personally.

Stage 1: Short phone interview
Stage 2: Zoom interview with the executive team
Stage 3: Personal reference calls with former managers from previous employers

If there is a strong mutual fit, we’ll provide you with the training and support needed to succeed.

Learn more about our companies at storwell.com and bid13.com .

Our recruitment process may include the use of AI to assist with candidate screening. All applicant information is handled in accordance with applicable privacy and employment legislation.

#J-18808-Ljbffr

📌 Customer Support Operations Manager - Contact Centre (Ontario)
🏢 DBNC Group
📍 Ontario