Job Title : Customer Quality and Service Supervisor

Reports to : Quality Manager

Date : September 2026

Category : Full Time - Permanent

Prospect: This posting is for a new role

Compensation : $75,000 to $100,000/year

About Merrithew:

Merrithew® is the global leader in mindful movement, the company behind the STOTT PILATES® Movement System™ and a growing portfolio of leading movement education and equipment brands, including Align-Pilates and the GYROTONIC® organization. Since 1988, Merrithew has trained more than 100,000 instructors in over 135 countries and developed premium equipment and science-based education trusted by leading studios, rehabilitation centers and fitness professionals.

Merrithew supports instructors, studio owners and wellness leaders with a complete ecosystem to thrive, including training, equipment, digital resources, business tools and a global network of peers. Its vision is to transform lives through intentional, inclusive movement, shaping the next era of mindful movement through innovation, purpose and a commitment to professional excellence.

GYROTONIC® and GYROKINESIS® are registered trademarks.

Our Core Values

These are the values that guide our daily actions, decisions, and how we work with one another and our customers:

- Community - Culture of belonging, encourage connections and engagement
- Passion - Be present, enthusiastic, energetic, committed to purpose, inspiring
- Boldness - Act with courage, change the norm, never settle for “just ok”
- Customer-Centric - Our Vision is fulfilled through our Trainers, Partners and end-customers.
- Accountability - Act like owners, own the results
- Innovation - Delivering the best,



highest-quality products, programs and services

Position Overview

The Customer Service & Quality Supervisor leads the day-to-day Customer Service function while providing hands-on support for complex product and customer issues. This role supervises and develops Customer Service Coordinators, ensures a high-quality customer experience, and works closely with Quality, Operations, Engineering, Product Development, Supply Chain, and suppliers to resolve product-related concerns.

The successful candidate is a customer-service-focused people leader who is comfortable managing a B2C environment, handling escalated customer concerns, coaching team members, improving service processes, and using product knowledge and problem-solving skills to investigate complex issues.

This role is both customer-facing and hands-on. The Supervisor will review customer concerns, support escalations, investigate product issues, participate in root-cause investigations, and work directly with cross-functional teams and the manufacturing floor to identify and resolve recurring problems.

Major responsibilities

- Supervise, coach, and support Customer Service Coordinators in the day-to-day management of customer inquiries, complaints, warranty requests, and product concerns.
- Manage workload, priorities, escalations,



and response times to ensure a consistent and positive customer experience.
- Establish transparent standards for customer communication, follow-up, documentation, and issue resolution.
- Support team members with complex or escalated customer situations and determine appropriate next steps.
- Monitor customer service performance and identify opportunities to improve service levels, efficiency, and customer satisfaction.
- Coach team members on effective communication, problem-solving, de-escalation, and customer follow-up.
- Partner with Sales, Logistics, Quality, Operations, and other departments to resolve customer issues efficiently.
- Help develop and improve Customer Service processes, procedures, and training.
- Act as an escalation point for complex or high-priority customer concerns.
- Review customer complaints, warranty claims, returns, and product concerns to determine appropriate action.
- Ensure customer concerns are accurately documented, investigated, communicated, and closed in a timely manner.
- Identify recurring customer issues and work with the appropriate departments to address underlying causes.
- Ensure customers receive clear, timely, and appropriate communication throughout the resolution process.
- Balance customer needs with company policies, warranty requirements, and business considerations.
- Lead or support investigations of complex product complaints, warranty issues, and field failures.
- Work directly with Quality, Operations, Engineering, Product Development, Supply Chain, and suppliers to determine root causes.
- Participate in investigations

📌 Customer Service Quality Supervisor (Toronto)
🏢 Merrithew®
📍 Toronto