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Added 12 mins ago
restaurant manager
Accounting Students of Kwantlen
Surrey, BC
Full-time
Provides awareness training to employees to create a welcoming work environment for youth
Added 12 mins ago
restaurant manager
Harvey's
Niagara Falls, ON
Full-time
Provides awareness training to employees to create a welcoming work environment for youth
Added 12 mins ago
Banquet Captain
Marriott International
Fredericton, NB
Full-time
…procedures; report accidents, injuries, and unsafe work conditions to manager; and complete safety training and certifications. Ensure uniform and personal appearance are clean and…
Added 12 mins ago
Mammography Technologist - Diagnostic Imaging
Nova Scotia Health Authority
Sydney Indian Reserve No. 28A, NS · Sydney, NS
$36.87 to $45.21 CAD / hour
Full-time
Reporting to the Manager of Diagnostic Imaging, The Mammography Technologist is responsible for the delivery of patient centered care while operating mammographic and/or sonographic…
Added 12 mins ago
Operations Manager
Aramark Canada
Calgary, AB
Full-time
Aramark Canada is looking for an Operations Manager who will be responsible for the full operation of housekeeping, and resident laundry in a multi service environment that includes Long…
Added 12 mins ago
Part-Time Manager Halifax Shopping Centre
Claire's
Halifax, NS
$17 USD / hour
Part-time
Piercing Excellence: Join the ranks of our piercing experts through comprehensive training. Become a trusted guide for customers - conducting piercings, educating on aftercare, maintaining…
Added 12 mins ago
General Manager - Small Format
Indigo Books & Music
Grande Prairie, AB · Grand Prairie, Alberta
$42,500 to $68,500 CAD / year
Full-time
…culture and our mission of adding joy. Your role as a General Manager with Coles, IndigoSpirit or Smithbooks is one of collaboration, innovation, inspiration, support, and coaching and in…
Added 27 mins ago
food services manager
Mary Brown's Chicken
Ottawa, ON
Full-time
Provides awareness training to employees to create a welcoming work environment for youth
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Manager/Associate Director, Operational Effectiveness & Partner Communications
YouPotential
Toronto, ON · Greater Toronto Area, Canada
Full-time
Job Board / Manager/Associate Director, Operational Effectiveness & Partner Communications
Added 27 mins ago
Program Coordinator
Recreation Manitoba
Selkirk, MB
Full-time
direction of the Manager of Cultural and Recreational Programs the Program Coordinator will determine
Added 27 mins ago
The Shoe Co. - Supervisor Part-time
DSW Designer Shoe Warehouse
AB · Edmonton, AB
Part-time
As a (Part-time) Supervisor, you will report to the Store Manager and assist in leading the store environment, which fosters inclusivity and diverse customer connections. In this role, you…
Added 27 mins ago
Guest Service Supervisor
Northland Properties
Toronto, ON
Reporting to the Front Office Manager, and collaborating daily with all other department leaders, working closely with the Housekeeping and Maintenance Teams
Added 42 mins ago
Senior Accountant - Everwild
Basecamp
Canmore, AB · Calgary, AB
$80,000 to $90,000 CAD / year
Full-time
…Controller and other key stakeholders, including the General Manager, highlighting significant variances, operational trends, and items requiring attention or…
Added 57 mins ago
Registered Nurse - Emergency Department - Regular Full-Time 2026-18745 (2026-18745)
Sunnybrook
Toronto, ON
Full-time
Reporting to the Patient Care Manager, the Registered Nurse in the Emergency Department works in collaboration with the entire health care team, the patient and family. Responsible for…
Added 57 mins ago
Registered Nurse - Emergency Department - Regular Full-Time 2026-17212 (2026-17212)
Sunnybrook
Toronto, ON
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Reporting to the Patient Care Manager, the Registered Nurse in the Emergency Department (ED) works in collaboration with other members of the multidisciplinary team, the patient and family.…
Added 57 mins ago
Seasonal Holiday Team Lead- Promenade Shopping Centre
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Vaughan, ON
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Lead by example and reinforce policies and procedures established by Operations Manager/Regional Manager
Added 57 mins ago
Banking Advisor
National Bank of Canada
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Full-time
…depending on team availability. This position reports to the Branch Manager. On a day-to-day basis, you’ll work with a team of experts specializing in investment, mortgage financing, and…
Added 57 mins ago
Senior Advisor Employee Relations
National Bank of Canada
Montreal, QC
Full-time
We offer a wide range of ongoing learning opportunities for your development, including hands-on learning, training courses and collaborating with colleagues who have varied expertise and…
Added 57 mins ago
Financial Representative
Canadian Energy Insight Inc.
Calgary, AB
Full-time
Reporting to the Manager, Financial Planning and Analysis, the Financial Representative will be focused on non-operated assets for LNG and / or upstream gas. The role will be a key focal…
Added 1 hour ago
Unit Assistant
Shared Health-Soins Communs
Winnipeg, MB
Full-time
Under the general supervision of the Manager, Health Services, RN, RPN, and/or LPN, the Unit Assistant acts as a member of the health care team, assisting with patient care and providing…
Added 1 hour ago
Charge Cardiology Technologist - Non-Invasive Cardiac Testing (NICT)
Shared Health-Soins Communs
Winnipeg, MB
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Under the general supervision of the Manager Diagnostic Services, Non Invasive Cardiac Testing, the Charge Cardiology Technologist, Non-Invasive Cardiac Testing (NICT) is responsible for…
Added 1 hour ago
Field Service Technician - Specialty Rental - Acheson, Alberta, Canada
Atlas Copco Group
Acheson, AB
Full-time
Report directly to the Customer Support Manager.
Added 1 hour ago
Medical Device Reprocessing (MDR) Tech 2
Shared Health-Soins Communs
Winnipeg, MB
Full-time
Under the general supervision of the Manager of Health Services and Supervisor, Medical Device Reprocessing (MDR), and while demonstrating a commitment to the Mission, Values and Management…
Added 1 hour ago
General Duty Nurse (N2) - Ambulatory Care - Urology Clinic & Procedures
Shared Health-Soins Communs
Winnipeg, MB
Full-time
Under the general supervision of the Manager, Health Services, the Registered Nurse (RN) is responsible for providing professional registered nursing services for patients, including those…
Added 1 hour ago
RN/LPN/RPN - Provincial Travel Nurse Team
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Winnipeg, MB
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Under the general supervision of the Manager- Provincial Travel Nurse Team the Registered Nurse (RN), Licensed Practical Nurse (LPN), Registered Psychiatric Nurse (RPN) is responsible for…

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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