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Added 2 hours ago
EXECUTIVE ASSISTANT/OFFICE ADMINISTRATOR
BST Canada Ltd
Toronto, ON
Full-time
Coordinate meetings, appointments, conference calls and other commitments
Added 2 hours ago
Customer Support Team Leader
CWD
Niagara Falls, ON
$55,000 to $60,000 CAD / year
Full-time
…Niagara Falls location. Reporting to the Customer Experience Manager, the Customer Support Team Leader is responsible for leading and developing the Customer Support Team while ensuring an…
Added 2 hours ago
General Support Agent
Germain Hôtels
Montreal, QC
Part-time
Reporting to the Guest Services Manager, the General Support Agent is responsible for the hotel lobby, hotel entrance, valet parking and baggage handling. As well as greeting guests who are…
Added 3 hours ago
Key Account Manager
Nors
Mississauga, ON · Missisauga, Ontario, ON
We are looking for a Key Account Manager to join our Sales team in Ontario.
Added 4 hours ago
Regional Sales Coordinator
AccorHotel
Jasper, AB
Full-time
Liaise with clients in absence of sales manager
Added 5 hours ago
Product Manager, Photonic Design and Simulation
Synopsys Inc
Vancouver, BC
Full-time
…Marketing on launch plans, sales enablement materials, webinars, conference presentations, and technical collateral that help field teams win and support customers…
Added 5 hours ago
MRI Technologist
RI-MUHC | Research Institute of the MUHC | #rimuhc
Montreal, QC
Full-time
Actively participate in education programs (Workshop, Conference etc.).
Added 5 hours ago
Clinical Research Coordinator – Endometriosis Research Program
RI-MUHC | Research Institute of the MUHC | #rimuhc
Montreal, QC
Contract
Coordinate conference logistics, including abstract deadlines, registration and travel arrangements.
Added 5 hours ago
MRI Technologist
RI-MUHC | Research Institute of the MUHC | #rimuhc
Montreal, QC
Full-time
Actively participate in education programs (Workshop, Conference etc.).
Added 6 hours ago
SENIOR TECHNICAL SUPPORT MANAGER (AV)
Design Electronics
Niagara Falls, ON
Full-time
Reporting to the Service Manager, the Senior Technical Support Manager (AV) will play a pivotal role in ensuring our clients' integrated technology systems run smoothly and efficiently. You…
Added 6 hours ago
Standardized Job Template
Float
Remote, Canada
$120,000 to $150,000 CAD / year
Full-time · Remote
We're hiring a Field Marketing Manager to build a field function at Float that is measured on pipeline and revenue, not events delivered. You'll own account-based programmes for our top…
Added 7 hours ago
Manager, Finance and Administration
University of Toronto
Toronto, ON
Under the general direction of the Director, the Manager, Finance and Administration is responsible for the management of complex financial and administration functions required to meet the…
Added 8 hours ago
Business Development Manager
Jenni Byrne + Associates
Canada
Full-time
…business challenges. We are looking for a Business Development Manager to connect prospective clients with our senior…
Added 9 hours ago
Floor Manager
Nottawasaga Resort & Conference Centre
Alliston, ON
$23 to $25 CAD / hour
Full-time
…and smooth operational flow. This role supports the Banquet Manager by coordinating staff, maintaining service standards, and ensuring compliance with Ontario’s hospitality, health, and…
Added 12 hours ago
Event Sales & Services Manager
Fairmont Hotels & Resorts
Toronto, ON
Full-time
Conduct pre-conference meetings to ensure key operational departments are fully engaged and prepared to exceed expectations of our client programs
Added 12 hours ago
Director of Banquets
Fairmont Hotels & Resorts
Lake Louise, AB
Full-time
Ensure effective working relationships and clear communication are maintained with all colleagues and leaders in the Banquets, Conference Services, and Culinary Departments
Added 12 hours ago
Event Sales & Services Manager
Fairmont Hotels & Resorts
Toronto, ON
Full-time
Conduct pre-conference meetings to ensure key operational departments are fully engaged and prepared to exceed expectations of our client programs
Added 12 hours ago
Reservations Manager (Maternity Coverage)
Fairmont Hotels & Resorts
Banff, AB
Temporary
…Reservations team at the Castle in the Rockies. The Reservations Manager is responsible for the overall leadership and performance of the department, ensuring an exceptional booking…
Added 12 hours ago
Regional Sales Coordinator
Fairmont Hotels & Resorts
Jasper, AB
Full-time
Liaise with clients in absence of sales manager
Added 12 hours ago
Recreation Supervisor
Fairmont Hotels & Resorts
Jasper, AB
Full-time
Reporting to the Recreation Manager, responsibilities and essential job functions include but are not limited to the following:
Added 12 hours ago
Event Server (Casual Part Time)
Fairmont Hotels & Resorts
Jasper, AB
Part-time · Temporary
Reporting to the Banquet Manager, responsibilities and essential job functions include but are not limited to the following:
Added 12 hours ago
Assistant Guest Services Manager
Fairmont Hotels & Resorts
Whistler, BC
Full-time
…adventure destination. Additionally, we are Whistler's largest conference resort hotel, offering 5 unique dining outlets, a slope-side Health Club, and 519 guestrooms and…
Added 12 hours ago
People & Culture Manager
Fairmont Hotels & Resorts
Whistler, BC
Full-time
…adventure destination. Additionally, we are Whistler's largest conference resort hotel, offering 5 unique dining outlets, a slope-side Health Club, and 519 guestrooms and…
Added 12 hours ago
Banquets Captain
Fairmont Hotels & Resorts
Whistler, BC
Full-time
…adventure destination. Additionally, we are Whistler's largest conference resort hotel, offering 5 unique dining outlets, a slope-side Health Club, and 519 guestrooms and…
Added 12 hours ago
Restaurant General Manager – The Chalet
Fairmont Hotels & Resorts
Whistler, BC
Full-time
…adventure destination. Additionally, we are Whistler's largest conference resort hotel, offering 5 unique dining outlets, a slope-side Health Club, and 519 guestrooms and…

CWD

Customer Support Team Leader

Niagara Falls, ON, L2H 1J9, Canada

Pay: $55,000 to $60,000 CAD / year
Job type: Full-time
Apply by: Dec 29, 2026
Working hours: 40 hours a week
Posting language: English
Posted: Sep 30, 2026

Apply About employer

Applications open in a new tab.

Original job description

CWD designs, markets & sells the highest performing consumer electronics that are smart, simple, and stylish. From high fidelity turntables to wireless video connectivity systems, we create innovative products that empower people. Our success is measured in our customer satisfaction ratings and dedicated following. We have been in business since 1961 and our creations can be found in millions of homes. Together in teams, as a company, as a community, we are committed to Creating What’s Different!

CWD is looking for a Customer Support Team Leader to join our exceptionally talented and collaborative team! This posting reflects an existing vacancy within our Niagara Falls location. Reporting to the Customer Experience Manager, the Customer Support Team Leader is responsible for leading and developing the Customer Support Team while ensuring an exceptional customer experience across phone, email, and chat. The successful candidate will oversee day-to-day team operations, monitor key performance metrics, and provide coaching and support to help the team achieve department objectives. This role will also analyze customer interactions to identify trends and opportunities for improvement, while working closely with other departments to resolve issues, improve processes, and support customer-focused initiatives.

If you are someone that likes a challenge and are continuously striving for excellence, then this is the perfect opportunity for you!

This is a full-time permanent role working 40 hours a week on-site. Our hours of operation are 8:15am to 5:00pm Monday to Friday with occasional holidays and overtime work required.

Key Responsibilities:
Leadership

Lead, support, and develop the Customer Support Team to achieve department objectives.
Manage daily team coverage and roster scheduling to ensure appropriate support levels.
Monitor team performance and conduct quality assurance reviews to identify coaching and development opportunities.
Provide regular coaching, feedback, and support to team members.
Support performance management and annual performance review processes.
Lead regular Customer Support Team meetings and communicate relevant company, product, and process updates.
Foster a positive, collaborative, and customer-focused team environment.
Identify training needs and support the ongoing development of team members.

Day-to-Day Responsibilities

Support customers through phone, email, and chat channels as required.
Assist with escalated or complex customer issues and help determine appropriate solutions.
Monitor customer contacts to identify trends, recurring issues, and emerging concerns.
Work with internal teams to address customer issues and identify preventative solutions.
Collaborate with other departments to resolve customer issues, share customer feedback, and improve processes and overall customer experience.
Monitor customer service performance across e-commerce marketplaces and ensure marketplace requirements and seller standards are maintained.
Identify opportunities to improve Customer Support processes, team efficiency, and the overall customer experience.
Take ownership of assigned initiatives, including the Customer Self-Serve Initiative.
Use CRM, e-commerce, and ERP systems to support customer service processes and issue resolution.

Administration

Prepare monthly and annual reports for management review and decision making.
Analyze customer contact data and trends and provide insights and recommendations to management.
Maintain accurate records and documentation related to team activities.
Complete regular reporting and administrative tasks related to team performance and department objectives.
Support the ongoing improvement and documentation of processes and procedures.
Prepare information and updates for quarterly and cross-functional meetings.

Other

Undertake related duties as assigned to achieve the objectives and company goals.

Qualifications:

A college diploma or certification in a related program considered an asset (Ex. Business Administration, Business Management, Call Center/Customer Service Skills Certification).
3+ years of experience in a team leadership or supervisory role.
3+ years of experience in a customer service or customer support environment.
3+ years of experience providing customer support through phone, email, and chat.
3+ years experience working with CRM software.
2+ years of e-commerce experience.
Experience with product support and troubleshooting.
Experience creating reports and presenting information to management.
Strong proficiency with Microsoft Office, particularly Excel.
Strong communication, problem-solving, and organizational skills.
Ability to analyze information, identify trends, and develop practical solutions.

You Will Stand Out If:

You have experience using NetSuite, HubSpot, or Seller Central.
You have consumer electronics experience.

What We Offer
Our expected compensation range for this role is $55,000.00- $60,000.00 annually. The salary you may receive will be determined based on the skills, experience, and qualifications you bring to the position, as well as how they align with the responsibilities and scope of the Customer Support Team Leader role. CWD evaluates compensation using a consistent and equitable framework to ensure fair and transparent pay practices across the organization.

Other benefits include:

Full comprehensive benefits (dental, medical and eye) 80/20 split-family coverage
Annual professional development fund
RRSP Match
Fitness incentives
Team events
50% off on CWD brands
Relocation expense

How We Hire
CWD is an equal opportunity employer and is dedicated to creating a diverse and inclusive work environment. We are committed to providing accommodations for people with disabilities throughout the recruitment process, and upon request, will work with qualified job applicants to provide suitable accommodation in a manner that takes into account the applicant’s accessibility needs due to disability. Applicants must make their accommodation needs known upon requests for interviews.

We may use artificial intelligence (AI) tools to support certain parts of the hiring process, such as reviewing applications, analyzing resumes, evaluating responses, or assisting with interview scheduling. These tools are designed to help our recruitment team and do not replace human judgment. All hiring decisions are ultimately made by our team. If you would like more information about how your personal data is processed during this process, please contact us.

CWD only extends employment offers after candidates have had the opportunity to speak directly with both the hiring manager and a member of our HR team. These discussions may take place in person or via video conference. CWD does not issue offers or request personal information through text or other informal channels. If you receive such a request, please disregard it. This policy is in place to ensure a secure and professional hiring process for all candidates.

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More about this job

Responsibilities

The Customer Support Team Leader is responsible for leading and developing the support team while ensuring an exceptional customer experience across multiple channels. They will oversee daily operations, monitor performance metrics, and collaborate with other departments to resolve issues and improve processes.

Requirements

Candidates must have at least 3 years of experience in team leadership and customer support, including proficiency with CRM software and e-commerce. Strong analytical, communication, and organizational skills are required, along with a college diploma or certification in a related field.

Skills

Team leadership
Customer support
Performance management
Quality assurance
Coaching
CRM software
E-commerce
Data analysis
Reporting
Problem-solving
Communication
Microsoft Office
Excel
Troubleshooting
Process improvement
Scheduling

Benefits

Dental insurance
Medical insurance
Vision insurance
Annual professional development fund
RRSP match
Fitness incentives
Team events
Employee discount

Visa sponsorship

Not detected in the job text

Keywords

Customer Support
Team Leadership
CRM
E-commerce
NetSuite
HubSpot
Seller Central
Consumer Electronics
Quality Assurance
Performance Metrics
Reporting
Data Analysis
Microsoft Office
Excel
Troubleshooting
Process Improvement
Scheduling
Customer Experience
Business Administration
Management

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