BIS Safety Software is a SaaS company on a mission to change how organizations manage safety, learning, and compliance - and the team behind that mission matters just as much as the product. We are looking for a Customer Experience Team Lead who is eager to support a high-performing team, and put customers first in everything they do. This is a role for someone who genuinely loves people and technology - both the team they support and the customers they serve. You’ll start by getting deeply familiar with our product and customers - handling calls and tickets alongside the team. Over time, you'll grow into the full team lead responsibilities: supporting your teammates, running one-on-ones, reviewing performance, and keeping things running smoothly. This is an in-person role based out of our Sherwood Park, AB office. Lead and support the Customer Experience team, creating a culture focused on client satisfaction and team performance Host regular one-on-ones - weekly with remote team members and monthly with in-office - to coach and develop team members Manage day-to-day operations including scheduling, call/ticket reviews, PM case reviews, and interdepartmental communications Analyze team performance metrics (response times, CSAT, call quality, missed calls) and use data to inform decisions and improve service outcomes Provide hands-on support with calls and tickets as needed, especially during high volume or complex situations Serve as a key point of contact for team member questions, offering coaching and feedback in a timely, supportive, and constructive manner Support the rollout and adoption of new tools and technologies (including AI initiatives like Ask Amy), contributing to documentation and process improvements Champion stability and growth through proactive engagement, team feedback,



and a passion for continuous improvement Support risk and compliance functions and provide feedback to leadership to help maintain strategic alignment Have strong emotional intelligence, with the ability to lead with empathy and compassion Experience working in SaaS, technical support, or other customer-experience-intensive environments (we’ve seen outstanding hires come from all kinds of backgrounds - retail, hospitality, and beyond) Are driven, motivated, and passionate about helping people - both customers and team members Thrive when mentoring others and are excited to help team members grow into their full potential Bonus points if you have: Familiarity with Zendesk, Dialpad, or similar customer support platforms A working understanding of CSAT and other customer experience KPIs Exposure to AI tools and an enthusiasm for exploring how technology can enhance customer service Full medical, dental, and vision coverage Life insurance and disability insurance Health spending account Flexible working hours On-the-job training and growth opportunities Free on-site parking $BIS Safety Software has been headquartered in Sherwood Park, Alberta, since 2006. We build software that helps organizations manage safety training, learning, and compliance - and we’re growing! And through our Employee Stock Ownership Plan (ESOP), you have the opportunity to own a piece of the company you’re helping build. We love hearing from our candidates - please include a cover letter or insights into any people leading and customer experience you have had in the past. We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. If you would like more information about how your data is processed, please contact us.

📌 Quality Lead - (Night Shift) (Sherwood Park)
🏢 BIS Safety Software
📍 Sherwood Park