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Added 7 mins ago
WG
Supply Chain Business Partner
Wesdome Gold Mines
Toronto, ON
- $103,500 to $117,000 CAD / year
- Full-time
…in fast-paced, operational settings and bring a proactive, solutions-oriented approach to problem-solving. With strong relationship management skills, you are adept at building and…
Added 7 mins ago
M
AI Scientist Intern - (Internship, Masters or Phd)
Mistral
Montreal, QC
- Internship
Mistral provides full-stack AI solutions: from frontier models to developer tools, applications, and compute. We partner with enterprises tackling the hardest problems across high-stakes…
Added 7 mins ago
ES
Development Manager - NHL
EA SPORTS
Vancouver, BC
- Temporary
Focus on the immediate team and identify team issues, and suggest solutions related to execution goals. Identify task-related processes to improve efficiency
Added 7 mins ago
H
Agent(e) bilingue au centre de services TI | Français québécois et anglais
HCLTech
Canada
- Full-time
…with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail…
Added 7 mins ago
SA
Senior IT Infrastructure Administrator, DevOps
Style Analytics
Montreal, QC
- Full-time
Develop automation that replaces manual infrastructure processes with repeatable, version controlled solutions across Microsoft and Linux environments.
Added 7 mins ago
SC
AI Engineer
Smart Circle International
Richmond Hill, ON
- $85,000 to $100,000 CAD / year
- Full-time
…support the design, building, and maintaining of AI-powered solutions across the organization, including AI agents for our analytics and customer success teams. You’ll work closely with…
Added 7 mins ago
VP, Customer Support, Community, and Knowledge
D2L
Toronto, ON · Kitchener, ON
D2L is disrupting the way the world learns, by providing the next generation learning environment and solutions to engage and inspire learners. And most importantly, by giving customers a…
Added 7 mins ago
Chief Information Officer/Director, Digital Services
The City of Red Deer
Red Deer, AB
…emerging digital opportunities into practical, sustainable…
Added 7 mins ago
MS
Clinical Scientist (On Site)
Myant Shared Service Corp.
Mississauga, ON
- Full-time
Myant Health is currently focused on objective measurement and accessible diagnostic solutions across areas including cardiovascular health, sleep, hypertension, diabetes and…
Added 7 mins ago
GV
Lead Power Systems Protection & Control Application Engineer
GE Vernova
Markham, ON
- Full-time
The Lead Application Engineer will provide solutions and create detailed design specification related to power system protection algorithms. The successful candidate will be a solid team…
Added 8 mins ago
EG
Senior Manager, Partnerships
Emterra Group
Oakville, ON
- Full-time
Ryse Solutions, part of the Emterra Group, is a leading Producer Responsibility Organization (PRO) helping companies meet Extended Producer Responsibility (EPR) regulatory obligations and…
Added 8 mins ago
SA
Senior IT Infrastructure Administrator, DevOps
Style Analytics
Toronto, ON
- Full-time
Develop automation that replaces manual infrastructure processes with repeatable, version controlled solutions across Microsoft and Linux environments.
Added 8 mins ago
GW
AI and Data Engineer
George Weston Limited
Toronto, ON
- Full-time
The AI and Data engineer is responsible for implementing AI solutions to solve business problems and enhance business operations. This role is also responsible for building and managing…
Added 8 mins ago
LD
Engineering Manager, Agentic AI & Machine Learning
Loblaw Digital
Toronto, ON
- Full-time
…and take ownership of delivering reliable, production-grade…
Added 8 mins ago
S
Executive Assistant to the Founder & CEO
Snaplii
Toronto, ON · Etobicoke, ON
- Full-time
…Silicon Valley. We are building the next generation of payment solutions, combining consumer fintech with AI-powered…
Added 8 mins ago
FC
Principal Mechanical Engineer - Power
Fluor Corporation
Calgary, AB
- Full-time
…on innovation and providing cost-effective technology-based solutions is second to none. As we look to the future, we need creative, ambitious, and innovative professionals who can help us…
Added 22 mins ago
R
Senior Data Analyst, New Products
Remitly
Burnaby, BC
- Full-time
Added 22 mins ago
EB
Customer Care Representative
EQ Bank | Canada's Challenger Bank
Toronto, ON
- Full-time
…services from banking and lending, to trust and credit union…
Added 22 mins ago
Team Leader, Customer Happiness
Cozey
Montreal, QC
A positive, entrepreneurial approach: you take initiative, focus on what you can influence, seek feedback, and turn problems into practical solutions.
Added 22 mins ago
TS
Inside Account Executive - Directeur(trice) de comptes internes - bilingue
TD SYNNEX
Montreal, QC
- Full-time
…revenue and margin growth, and represent the full TD SYNNEX solutions portfolio. This is a hands-on, customer-facing role for an experienced seller who enjoys building territory strategies,…
Added 22 mins ago
C
Quantum Machine Learning Research Scientist
CIBC
Toronto, ON
- Full-time
…fraud, cybersecurity) to co-develop and evaluate innovative…
Added 22 mins ago
B
Senior Manager, Business Transformation
BMO
Toronto, ON · FCP
- Full-time
Recommends and implements solutions based on analysis of issues and implications for the business.
Added 22 mins ago
B
Digital Product Manager
BMO
Toronto, ON · BMOPLACE
- Full-time
This role requires a Digital Product Manager with a solid understanding of wealth and investment products, along with the ability to translate business needs into digital solutions.
Added 23 mins ago
E
Senior Financial Planning Analyst
ecobee
Toronto, ON
- Full-time
We’re helping build the world of tomorrow with solutions that improve everyday life while making a positive impact on the planet. Our products and services work in harmony to provide…
Added 23 mins ago
E
Financial Planning Analyst
ecobee
Toronto, ON
- Full-time
We’re helping build the world of tomorrow with solutions that improve everyday life while making a positive impact on the planet. Our products and services work in harmony to provide…

Cozey

Team Leader, Customer Happiness

Montreal, QC, Canada

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Job details

Experience: 2 to 3 years of customer support experience.
Posting language: English
Posted: Nov 6, 2026

Original job description

The mission of the Team Leader, Customer Happiness at Cozey

As Team Leader, Customer Happiness reporting to Tess Levy, Operations Manager, Customer Happiness, your mission is to lead a team of ambassadors who deliver fast, accurate, and effortless support to our customers. You’ll guide daily performance, help each person on your team grow, and use technology and AI to improve how the team works every day.

What you'll be doing

Monitoring queues, service levels, and staffing throughout the shift, adjusting schedules as demand changes and ensuring clear handovers.
Keeping knowledge base articles and procedures current as our products, policies, and workflows evolve.
Coaching each ambassador based on their strengths and growth areas, with useful feedback and real opportunities to practise.
Owning difficult customer situations, rebuilding trust after service failures, and following through on resolutions.
Using AI actively and helping ambassadors do the same, by building and improving workflows that support resolution, coaching, and daily operations.
Measuring the results of new workflows so the team knows what’s working.

We'd love to hear from you if you have

2 to 3 years of customer support experience. A formal leadership title isn’t essential if you can show us the accomplishments below.
Examples of improving colleagues’ quality, productivity, or independence through coaching, training, or mentoring.
Experience handling sensitive conversations and winning back dissatisfied customers through effective service recovery.
Experience using AI beyond basic prompting, building workflows or automations that saved time, reduced errors, or improved outcomes.
A positive, entrepreneurial approach: you take initiative, focus on what you can influence, seek feedback, and turn problems into practical solutions.
Flexibility to work scheduled shifts across days, evenings, nights, weekends, and holidays, since Cozey operates 24/7.

We care about you

You will receive a competitive salary along with a comprehensive benefit package.
Endless opportunities for personal and professional growth in a fast-growing start-up.
A generous PTO policy that allows you the time you need to recharge.
A role where your strategies and decisions directly influence the company’s operations and growth.
A workspace where everyone is welcomed, heard, and valued.

Please note that we may use AI-powered tools to support parts of our hiring process, such as application screening and interview coordination. These tools help us focus our time where it matters most: getting to know candidates. All hiring decisions are made by people, and we’re committed to a fair and inclusive process.

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More about this job

Responsibilities

The Team Leader will manage a team of customer ambassadors to ensure high-quality, efficient support while utilizing AI to optimize workflows. They are responsible for coaching team members, handling complex customer escalations, and maintaining operational procedures.

Requirements

Candidates should have 2 to 3 years of customer support experience with a proven track record in coaching, mentoring, and service recovery. Proficiency in using AI for workflow automation and the flexibility to work rotating shifts including nights and weekends is required.

Skills

Team leadership
Customer support
Coaching
Mentoring
AI workflow development
Service recovery
Performance monitoring
Queue management
Conflict resolution
Process improvement
Staff scheduling
Knowledge base management
Data analysis
Communication
Problem solving
Entrepreneurial mindset

Benefits

Competitive salary
Comprehensive benefit package
Personal and professional growth opportunities
Generous PTO policy

Visa sponsorship

Not detected in the job text

Hiring contact

Tess Levy

Keywords

Customer Happiness
Team Leadership
Operations
AI
Workflow Automation
Service Levels
Staffing
Coaching
Mentoring
Service Recovery
Customer Support
Start-up
Performance Management
Knowledge Base
Scheduling
Customer Experience
Problem Solving
Entrepreneurial

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