### Customer Support Team Lead –

Job Description
* Ensure the team consistently meets or exceeds monthly KPI targets by effectively managing workload, resources, and team capacity.
* Oversee the Customer Support Salesforce queue, ensuring tickets are promptly assigned, prioritized, and resolved within established service levels.
* Monitor the website support phone queue to ensure adequate coverage and timely response to inbound customer calls.
* Serve as the escalation point for complex, high-priority, or sensitive customer issues, ensuring exceptional customer experience and resolution.
* Collaborate closely with the Software Team by escalating critical software issues and tracking progress to ensure timely resolution of high-impact defects.
* Manage the Verdant Installation queue in Salesforce, ensuring installation opportunities are assigned promptly, bids are completed, and customers are connected with the appropriate Installation Team.
* Administer the Calendly scheduling platform, maintaining sufficient availability for customer training sessions while balancing team workload and operational responsibilities.
* Oversee the Verdant Plus program by monitoring sales activity, maintaining accurate customer subscription status, and assigning Dedicated Support Representatives as required.
* Lead onboarding and training efforts for new Customer Support team members, including creating training plans, conducting sessions, and monitoring progress.
* Support cross-functional onboarding initiatives by delivering customer support training and process education to new employees across other departments.
* Monitor team performance, provide coaching and feedback, and identify opportunities for continuous improvement in customer service quality and operational efficiency.
* Develop and maintain support processes,



documentation, and best practices to ensure consistent service delivery and knowledge sharing across the team. Qualifications & Experience* High school diploma or equivalent required.
* Minimum of 2 years of experience in a customer support role involving product support and troubleshooting.
* Experience troubleshooting software and/or hardware products and assisting customers with technical issues.
* Solid problem-solving skills and ability to diagnose and resolve customer issues efficiently.
* Excellent verbal and written communication skills.
* Ability to manage multiple customer inquiries while maintaining a high level of customer satisfaction.
* Comfortable working with support ticketing systems, CRM platforms, and other customer service tools.
* Team-oriented with a customer-first mindset.Preferred (Not Required)* Previous experience in a customer support management or supervisory role.
* Experience developing support processes, mentoring team members, or managing customer escalations.Education* High school diploma or equivalent required.
* Postsecondary education in a technical, business, or related field is considered an asset but is not required. ### Customer Support Team Lead –

Job Description
* Ensure the team consistently meets or exceeds monthly KPI targets by effectively managing workload, resources, and team capacity.
* Oversee the Customer Support Salesforce queue,



ensuring tickets are promptly assigned, prioritized, and resolved within established service levels.
* Monitor the website support phone queue to ensure adequate coverage and timely response to inbound customer calls.
* Serve as the escalation point for complex, high-priority, or sensitive customer issues, ensuring exceptional customer experience and resolution.
* Collaborate closely with the Software Team by escalating critical software issues and tracking progress to ensure timely resolution of high-impact defects.
* Manage the Verdant Installation queue in Salesforce, ensuring installation opportunities are assigned promptly, bids are completed, and customers are connected with the appropriate Installation Team.
* Administer the Calendly scheduling platform, maintaining sufficient availability for customer training sessions while balancing team workload and operational responsibilities.
* Oversee the Verdant Plus program by monitoring sales activity, maintaining accurate customer subscription status, and assigning Dedicated Support Representatives as required.
* Lead onboarding and training efforts for new Customer Support team members, including creating training plans, conducting sessions, and monitoring progress.
* Support cross-functional onboarding initiatives by delivering customer support training and process education to new employees across other departments.
* Monitor team performance, provide coaching and feedback, and identify opportunities for continuous improvement in customer service quality and operational efficiency.
* Develop and maintain support processes, documentation, and best practices to ensure consistent service delivery and knowledge sharing across the team. Qualifications & Experience* High school diplo

📌 Customer Service Team Leader (Canada)
🏢 Copeland
📍 Canada