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Added 7 mins ago
BA
FIXED OPERATIONS MANAGER
Bannister Automotive Group
Chilliwack, BC
- $120,000 to $150,000 CAD / year
- Full-time
Bannister Hyundai Chilliwack is looking for a Fixed Operations Manager to lead our Service and Parts operations. This is an exciting opportunity for a motivated, hands-on leader who…
Added 7 mins ago
BD
Resource Development Coordinator
Blue Door Support Services
East Gwillimbury, ON
- Part-time
Reporting to the Resource Development Manager, the Bingo Volunteer Coordinator supports the coordination and scheduling of volunteers for Blue Door’s Bingo activities. The Coordinator is…
Added 21 mins ago
M
Senior Manager, Organic Growth
Mistplay
Toronto, ON
- $120,000 to $165,000 CAD / year
- Full-time
Mistplay is seeking a strategic and hands-on Senior Manager of Organic Growth to help build and scale the organic acquisition engine for our fast-growing rewarded gaming platform. This…
Added 21 mins ago
M
Senior Data Analyst I, Product
Mistplay
Toronto, ON
- Full-time
…insightful analysis and driving analytics strategy. Reporting to the Manager of Data Analytics & Experimentation, you will collaborate with Product & Lifecycle Managers to plan and analyze…
Added 21 mins ago
K
Sea Logistics Pricing Supervisor
Kuehne+Nagel
Montreal, QC
- Full-time
…promises. And by transporting medicines, toys and important machine parts, you are not only delivering goods, you are making small and big moments possible for people all around the world.…
Added 1 hour ago
DA
Parts Manager
Davis Automotive Group
Pincher Creek, AB
- $80,000 to $100,000 CAD / year
- Full-time
…Auto Group family! As we continue to grow, we are seeking a Parts Manager to lead and shape our growing team. The successful candidate can expect to earn $80,000 - $100,000 annually, along…
Added 1 hour ago
HH
Parts Consultant
HSC Holdings Inc
Toronto, ON
- Full-time
Report any stock damage or losses to the Parts Manager.
Added 1 hour ago
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Digital Operations Manager (18 months contract)
Bell
Toronto, ON
- Full-time
The Digital Operations Manager plays a key role in advancing Bell Media’s digital advertising products. In this role, you will act as a subject matter expert in advertising innovation and…
Added 1 hour ago
US
Service Technicians
University Sprinkler Systems Inc
Delta, BC
- Full-time
Communicate your work done, parts used, necessity of a return visit, client concerns, and any other issues by entering this information into the company database, either on the road or at…
Added 2 hours ago
N
Manager, Community Relations and Retail Operations
Northwestel
Yellowknife, NT
- Full-time
The Manager, Community Relations and Retail Operations is accountable for retail sales performance, customer experience, employee leadership, store operations, local market support, and…
Added 2 hours ago
A
Gestionnaire De Programme / Program Manager
Actalent
Dorval, QC
- $45 to $70 CAD / hour
- Contract
Added 3 hours ago
C
FOH Hourly Amusement Supervisor- The Rec Room Roundhouse
Cineplex
Toronto, ON · Roundhouse The Rec Room
- Part-time
…Rec Room and providing feedback to the employees and Service Manager to improve the Guest Service…
Added 3 hours ago
CC
Account Manager / Outside Sales - Aftermarket Heavy Duty Truck Parts
Crane Carrier (Canada) Limited
Cambridge, ON
- Full-time
Transaxle, part of Crane Carrier Canada (Limited), is seeking an Account Manager-Outside Sales who is responsible for promoting and selling heavy duty truck parts to customers in a…
Added 3 hours ago
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VP, Theatrical Subtitling
Deluxe
SK
- Full-time
REPORTS TO: EVP and General Manager, Cinema Worldwide
Added 3 hours ago
PM
Industrial Mechanic (Millwright)
Prairie Mountain Health
Dauphin, MB
- Full-time
Reporting to the Area Manager Capital Planning/Infrastructure/Maintanence the incumbent performs installation, testing, analysis, maintenance and repair tasks of any degree of complexity on…
Added 3 hours ago
M-
Automotive Store Manager
Midas - Edmonton 5392
Edmonton, AB
- $70,000 to $120,000 CAD / year
- Other
As a Midas Store Manager, you will manage and direct all automotive and general service technicians in the operation of the shop, including:
Added 4 hours ago
OA
Lot Associate - OpenRoad BMW/MINI Langley
OpenRoad Auto Group
Langley (District), BC · Langley, British Columbia
- Full-time
· To be aware of and report to the department manager any area of concern as far as supplies, equipment, or other problem areas concerning the care of and delivery of a quality product.
Added 4 hours ago
WW
Civil-Structural Engineering Intern
WhiteWater West-
Richmond, BC
- Contract
Review structural drawings to identify pre-engineered manufactured parts
Added 4 hours ago
WW
Mechanical Engineering Intern
WhiteWater West-
Richmond, BC
- Contract
Work with staff to transition existing designs from legacy systems into the PLM database for water slide parts, product assemblies, electrical/mechanical items, and structural elements
Added 4 hours ago
W
Mechanical Engineering Intern
WhiteWater
Richmond, BC
- Contract
Work with staff to transition existing designs from legacy systems into the PLM database for water slide parts, product assemblies, electrical/mechanical items, and structural elements
Added 4 hours ago
W
Civil-Structural Engineering Intern
WhiteWater
Richmond, BC
- Contract
Review structural drawings to identify pre-engineered manufactured parts
Added 4 hours ago
C
Seasonal VIP Kitchen Staff - Cineplex Pickering & VIP
Cineplex
Pickering, ON · CPX Pickering & VIP
- Part-time
As a VIP Kitchen Staff Member you support the Back-of-House Manager in leading the food service experience in your location. Our Kitchen Staff Members are passionate about food and…
Added 4 hours ago
Senior Manager, Customer Experience
Hyundai Motor Company
Markham, ON
The Senior Manager, Customer Experience is a pivotal leadership role responsible for driving excellence in customer satisfaction across sales and service operations at Hyundai. This…
Added 4 hours ago
FB
Branch Manager
Fairstone Bank
Cranbrook, BC
- Full-time
Join Fairstone as a Branch manager for our Cranbrook, British Columbia branch and be part of our talented and growing team!
Added 4 hours ago
CO
Third Cook - Part-Time - Pioneer Ridge
City of Thunder Bay
Thunder Bay, ON
- Part-time
POSITION SUMMARY: Under the direct supervision of the Manager - Food & Nutrition Services, or designate is responsible for the preparation of foods, including baking for residents, staff,…

CWD

Customer Support Team Leader

Niagara Falls, ON, L2H 1J9, Canada

$55,000 to $60,000 CAD / year · Full-time

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Job details

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

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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