Lead customer happiness with coaching and AI workflow skills at Cozey, supporting scheduled shifts across its 24/7 operations.

As Team Leader, Customer Happiness, you will guide ambassadors delivering fast, accurate, and effortless customer support. You will monitor daily performance, help teammates grow, and improve operations through technology and AI. The role reports to Tess Levy, Operations Manager, Customer Happiness.

Key Responsibilities:

- Monitor queues, service levels, and staffing throughout shifts
- Adjust schedules as demand changes and ensure transparent handovers
- Coach ambassadors using strengths, growth areas, and practical feedback
- Own difficult customer situations and follow through on resolutions
- Build, improve,



and measure AI-supported operational workflows

Requirements:

- Two to three years of customer support experience
- Evidence of improving colleagues through coaching, training, or mentoring
- Experience recovering relationships with dissatisfied customers
- AI workflow or automation experience beyond basic prompting
- Flexibility across days, evenings, nights, weekends, and holidays

Apply customer support leadership, service recovery, coaching, and AI workflow skills to strengthen Cozey’s customer happiness operations.

📌 Customer Happiness Team Leader (Montreal)
🏢 Cozey
📍 Montreal