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Added 11 mins ago
EC
Future Leaders Program – Management Trainee
Emco Corporation: Plumbing, HVAC, Waterworks, Industrial, Irrigation, Fire Protection
Ottawa, ON
- $52,500 CAD / year
- Full-time
…how a successful business operates - from supply chain and operations to sales, leadership, and…
Added 26 mins ago
QW
Manager, PMO & Strategic Initiatives
Q Wealth Partners
Toronto, ON
- Full-time
…Partners, keep their own brands, and rely on our shared investment, operations and technology platform so they can spend their time with…
Added 26 mins ago
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Ingénieur En Logiciel Embarqué
Actalent
Montreal, QC
- $50 to $60 CAD / hour
- Contract
Added 26 mins ago
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Electrical Technologist
Actalent
Toronto, ON · Etobicoke, ON
- $35 to $48 CAD / hour
- Full-time
Perform other related duties as assigned to support laboratory operations, project schedules, and customer requirements.
Added 26 mins ago
DC
Team Leader, Deployed Operations
Defence Construction Canada
Ottawa, ON
- Full-time
The Team Leader, Deployed Operations, leads and manages DCC’s deployed operations program. The incumbent supervises the delivery of DCC services to support of overseas infrastructure…
Added 26 mins ago
A
Test Engineer
Actalent
Ottawa, ON
- $50 to $60 CAD / hour
- Contract
Collaborate cross-functionally with engineering and operations teams to align test strategies with product requirements, quality targets, and manufacturing goals.
Added 26 mins ago
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Superviseur(e) des Opérations
Intelcom | Dragonfly
AB · Edmonton, AB
- Full-time
Intelcom | Dragonfly c’est plus de 100 stations de tri et des opérations sur trois continents. Leader canadien de la logistique du dernier kilomètre, nous avons une vision claire : Offrir…
Added 26 mins ago
DG
Software Engineering Architect
Dexterra Group
Calgary, AB
- Full-time
…institutional facilities to remote worksites and natural resource operations. We are committed to delivering exceptional service while creating meaningful opportunities for our people,…
Added 26 mins ago
DG
Software Engineering Architect
Dexterra Group
Mississauga, ON
- Full-time
…institutional facilities to remote worksites and natural resource operations. We are committed to delivering exceptional service while creating meaningful opportunities for our people,…
Added 26 mins ago
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Manager, Customer Experience
Sysco
Calgary, AB · Sysco Calgary
- Full-time
…alignment and collaboration across departments (Sales, Marketing, Operations, Technology, Supply…
Added 41 mins ago
SM
Accounting Manager (Contract)
Spin Master Ltd
Toronto, ON
- Full-time
…innovation is a great part of what has made us an industry leader. How do we stay ahead of the pack? By hiring the best and brightest minds - and that’s why we want…
Added 56 mins ago
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Assistant Team Leader
Dollarama
Trois-Rivières, QC
- Part-time
The Assistant Team Leader provides support to the management team in executing and overseeing daily retail store operations, ensuring excellent customer service, and maintaining a…
Added 56 mins ago
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Assistant Team Leader
Dollarama
Grande Prairie, AB
- Part-time
The Assistant Team Leader provides support to the management team in executing and overseeing daily retail store operations, ensuring excellent customer service, and maintaining a…
Added 56 mins ago
D
Assistant Team Leader
Dollarama
Drummondville, QC
- Part-time
The Assistant Team Leader provides support to the management team in executing and overseeing daily retail store operations, ensuring excellent customer service, and maintaining a…
Added 56 mins ago
D
Assistant Team Leader
Dollarama
Sherbrooke, QC
- Part-time
The Assistant Team Leader provides support to the management team in executing and overseeing daily retail store operations, ensuring excellent customer service, and maintaining a…
Added 56 mins ago
D
Assistant Team Leader
Dollarama
Saguenay, QC · Chicoutimi, QC
- Part-time
The Assistant Team Leader provides support to the management team in executing and overseeing daily retail store operations, ensuring excellent customer service, and maintaining a…
Added 56 mins ago
D
Assistant Team Leader
Dollarama
Quebec, QC
- Part-time
The Assistant Team Leader provides support to the management team in executing and overseeing daily retail store operations, ensuring excellent customer service, and maintaining a…
Added 56 mins ago
D
Assistant Team Leader
Dollarama
North Saanich, BC
- $19.4 to $19.79 CAD / hour
- Part-time
The Assistant Team Leader provides support to the management team in executing and overseeing daily retail store operations, ensuring excellent customer service, and maintaining a…
Added 56 mins ago
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Assistant Team Leader
Dollarama
Winnipeg, MB
- Part-time
The Assistant Team Leader provides support to the management team in executing and overseeing daily retail store operations, ensuring excellent customer service, and maintaining a…
Added 1 hour ago
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General Repair Technician II
BGIS
Gatineau, QC
- Full-time
Minimum 3 years of facility operations and maintenance work experience.
Added 1 hour ago
I
Operations Supervisor
Intelcom
AB · Edmonton
- Full-time
With more than 100 sorting stations and operations across three continents, Intelcom | Dragonfly is Canada’s leader in last-mile logistics. Our vision is clear: to deliver fast, accurate,…
Added 1 hour ago
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Machining Co-op student
Hillenbrand
Richmond, BC
- Full-time
Maintain a safe, clean, and organized work area by using required safety equipment, following procedures, and supporting efficient shop operations.
Added 1 hour ago
SC
Cook 1 (BATCH COOKING) (38844001)
Sodexo Canada Ltd
Aurora, ON
- Part-time
Our purpose is to create a better everyday for everyone to build a better life for all. As the global leader in services that improve the Quality of Life, we operate in 55 countries,…
Added 1 hour ago
U
Assistant Production Manager - UniFirst Canada ($1,500 Sign On Bonus)
UniFirst
Taber, AB
- Full-time
We are looking to fill the position of Assistant Production Manager. This is an outstanding management opportunity to grow with an industry leader. The ideal candidate will:
Added 1 hour ago
U
General Production - UniFirst Canada Taber, AB
UniFirst
Taber, AB
- Full-time
As an industry leader in the rental, lease and sale of uniforms and facility services products, UniFirst Corporation has grown to become one of the largest companies in the garment services…

Cozey

Team Leader, Customer Happiness

Montreal, QC, Canada

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Applications open in a new tab.

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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