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Added 35 mins ago
AG
Remote Entry Level Manager
AO Globe Life
Remote, Canada
- Full-time
- Remote
Tailor Solutions: Customize presentations to meet the specific goals and financial situations of each client.
Added 51 mins ago
BS
security service manager
Blackbird Security Inc.
Vancouver, BC
- Full-time
Direct and advise staff in the development and implementation of service quality assessment strategies
Added 51 mins ago
AA
Gestionnaire des garanties / Warranty Manager
Airbus Aircraft
Montreal, QC
- Full-time
Gestionnaire des garanties / Warranty Manager
Added 1 hour ago
UO
Project Manager 1
University of Victoria
Victoria, BC
- Full-time
Reporting to the Associate Director, Project Management Services (PMS), or the Manager, Interior Modification Services, the Project Manager 1 (PM1), with guidance and direction from their…
Added 1 hour ago
HR
Senior Quantity Surveyor - Ontario Line Project
Hitachi Rail
Toronto, ON
- Full-time
Act jointly with the Construction Manager to achieve the approval of the Progress Payment certificate (PPC) by the client.
Added 1 hour ago
A
Investment Consulting Analyst
Aon
Vancouver, BC
- Full-time
As an Analyst in Investment Consulting your day will be divided between individual client performance reporting and portfolio analytics, and Consultant led special projects on a broad array…
Added 1 hour ago
CC
Specialized IT Consultant | Must-Haves: D365 CRM, Power Pages, Power Automate, Azure Storage | Eval: Tech Dev (70%), QA & Soft Skills (30%)
CCI- Computer Consultants International, Inc.
Toronto, ON
- Contract
…to the Modernized Application subsequent to Go Live as per client…
Added 1 hour ago
NA
Account Manager, Group Benefits
NFP, an Aon company (Canada)
Kitchener, ON
- Full-time
We’re looking for an Account Manager who will join as a key member of the group benefits service team. The AM will work autonomously and in collaboration with consultants and fellow AMs to…
Added 1 hour ago
NA
Claims Liaison, Commercial Insurance
NFP, an Aon company (Canada)
Windsor, ON
- Full-time
Typically, more than 10 years of industry and product line experience in a brokerage setting working as a Senior Client Manager or dedicated claims specialist
Added 1 hour ago
NA
Manager, Commercial SME
NFP, an Aon company (Canada)
Oshawa, ON
- Full-time
Our Small and Medium Enterprise (SME) Commercial Insurance team is seeking a full-time, permanent Manager to lead a team of SME Client Managers in a trusting, accountable, People First…
Added 2 hours ago
LB
Account Manager
Lemieux Bédard
Sherbrooke, QC
- Full-time
The Account Manager plays a pivotal role on the Client Services team. They will be responsible for the progress of digital, print, television or radio advertising projects entrusted to…
Added 2 hours ago
ER
Client Proposition Manager
Eden Rose
Wimborne, AB
- Full-time
Client Proposition Manager – Wealth Management
Added 2 hours ago
D
Account Manager
DEPT®
Toronto, ON
- $60,000 to $70,000 CAD / year
- Contract
…producing creative content at scale at a global level. As a project manager you will be supporting across the account as a whole ensuring consistent and successful delivery of multiple…
Added 2 hours ago
M
Manager, National Tax Services
MNP
Ottawa, ON
- Full-time
Make an impact with our National Tax Services Group as a Manager. This diverse team of professionals provides best-in-class industry and technical expertise to internally drive the success…
Added 2 hours ago
CC
Banquets and Catering Captain Part Time at Assiniboine Park
Compass Canada
Winnipeg, MB
- Part-time
· Assist Banquet Manager with initial hiring, training, and development of Banquet staff.
Added 2 hours ago
S
Operations Lead - Full Time
sephora.com
Edmonton, AB
- $20 to $23.55 CAD / hour
- Full-time
Performance Assessment & Development. Participate in the management of all performance management situations for the operations team. Ensure timely feedback for improvement is delivered and…
Added 2 hours ago
RP
Account Manager
RECRUITMENT PARTNERS INC.
AB · Edmonton, AB
- Full-time
Our client is seeking an Account Manager to drive revenue growth through new business development and strategic account management. This role is responsible for identifying new…
Added 2 hours ago
NB
Banking Advisor
National Bank of Canada
Blainville, QC
- Full-time
This role offers opportunities for development. By obtaining your mutual fund representative licence, if you don’t already have it, you’ll be able to progress in your role and expand your…
Added 2 hours ago
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Banking Advisor
National Bank of Canada
Kelowna, BC
- Full-time
This role offers opportunities for development. By obtaining your mutual fund representative licence, if you don’t already have it, you’ll be able to progress in your role and expand your…
Added 2 hours ago
H
Transportation Design and Delivery Department Lead
HDR
Burlington, ON · Richmond Hill, ON · Toronto, ON
- Full-time
Function as Principal-in-Charge/Senior Project Manager/Quality Manager and take responsibility for production on projects in addition to operations and business development responsibilities
Added 3 hours ago
GD
GARAGE - Co-Manager - Pacific Centre
Groupe Dynamite
Vancouver, BC
- Full-time
Reporting to the Store Manager, your main focus as Co-Manager is to promote a positive omni channel shopping experience, build loyal client relationships and produce outstanding business…
Added 3 hours ago
T
In-Person Career Event - TD Wealth, Financial Planning - Vancouver - Oct 20th, 2026
TD
Burnaby, BC · Coquitlam, BC · Port Coquitlam, BC · Richmond, BC · Surrey, BC · Vancouver, BC
- Full-time
…opportunities to all colleagues. Growth opportunities and skill development are defining features of the colleague experience at TD. Our compensation policies and practices have been…
Added 3 hours ago
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Audit Manager I, Financial Crimes Issues Validation (944)
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…opportunities to all colleagues. Growth opportunities and skill development are defining features of the colleague experience at TD. Our compensation policies and practices have been…
Added 3 hours ago
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Audit Manager I, Wealth Canada Audit (1121)
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Toronto, ON
- Full-time
…opportunities to all colleagues. Growth opportunities and skill development are defining features of the colleague experience at TD. Our compensation policies and practices have been…
Added 3 hours ago
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Senior Audit Group Manager, Financial Crimes COE(1011)
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Toronto, ON
- Full-time
…opportunities to all colleagues. Growth opportunities and skill development are defining features of the colleague experience at TD. Our compensation policies and practices have been…

Kim Cosic Consulting Inc.

Customer Service Support Manager

Vaughan, ON, Canada

Full-time

Apply About employer

Applications open in a new tab.

Job details

Job type: Full-time
Apply by: Nov 1, 2026
Posting language: English
Posted: Oct 2, 2026

Original job description

My client, a fast growing Ecommerce Fitness Retailer is committed to delivering an exceptional customer experience across all touchpoints to drive sales growth, customer retention, and brand loyalty. The Customer Support Manager plays a key role in overseeing customer support operations, ensuring service and efficiency standards are met while upholding company policies and protocols.

This role involves managing staffing levels based on customer demand, handling escalations, providing regular reports to management, optimizing processes, and supporting the professional development of the customer support team.

Success in this position requires strong prioritization skills, problem-solving and conflict resolution abilities, and seamless communication across internal teams and external partners.

Description of the role:

Reporting: Providing timely reports to management on team performance and identify issues along with possible areas of improvement

Staff Training & Development: Meet with direct reports regularly to set and evaluate professional goals, provide coaching where appropriate, and conduct performance reviews on a semi-annual basis.

Projects: Support and in some cases lead projects/initiatives under the direction of management, leveraging your skills and resources to ensure timely completion & quality delivery.

Tickets & Chat: Responding to and resolving customer inquiries in a timely manner using professional language to ensure a positive customer experience.

Inbound Phone Calls: Answer phone calls and respond to voicemails in priority sequence, providing customers with a friendly and positive interaction.

Order Investigation & Escalation: Investigate order status’ per customer requests, identify potential fulfillment issues, and escalate for support as required to ensure customers receive their order within service level agreement timelines.

Product Information & Support: Provide general product information such as specifications, warranty, and availability. First line product support will be handled by customer support agents (manuals and references are provided) and should be escalated for technician support as required.

Order Changes & Cancellations: Facilitate order changes and cancellations, with an effort to minimize refunds by expediting order processing and/or offering order discounts.

Shipment Tracing & Claims: Assist customers with investigating shipment issues including facilitating shipment tracing and claims processes.

KEY PERFORMANCE INDICATORS (aka What Does Success Look Like?)

Team productivity rate

Missed call rate

Support ticket first response time

Employee retention

Ticket efficiency

First ticket resolution rate

CSAT

Call time

Missed calls

Time unavailable on phone system

Hours and location of work:

Monday to Friday: 9 am to 5 pm
3 days/week working in Vaughan, Ontario

Compensation:

90-95k + 10% bonus + 3 weeks vacation

Apply About employer

More about this job

Responsibilities

Oversee customer support operations, staffing, customer inquiries, escalations, order investigations, product support, and shipment issues while maintaining service standards. Coach and develop team members, report on performance, and support or lead projects and process improvements.

Requirements

The role calls for strong prioritization, problem-solving, conflict-resolution, and communication skills, along with the ability to manage and develop a customer support team. No specific education or years of experience are stated; the mid-senior level and management responsibilities suggest substantial relevant experience.

Skills

Customer Support Operations
Team Management
Staff Training And Development
Coaching
Performance Management
Customer Service
Conflict Resolution
Problem-Solving
Prioritization
Escalation Management
Process Optimization
Reporting
Order Investigation
Product Support
Shipment Tracing And Claims
Cross-Functional Communication

Benefits

10% Bonus
Three Weeks Vacation

Visa sponsorship

Not detected in the job text

Keywords

Ecommerce
Fitness Retail
Customer Experience
Customer Support Operations
Staffing
Team Productivity
Customer Retention
Brand Loyalty
Service Standards
Company Policies
Performance Reporting
Staff Training
Coaching
Performance Reviews
Project Management
Customer Tickets
Live Chat
Inbound Phone Calls
Order Investigation
Fulfillment Issues
Service Level Agreements
Product Specifications
Warranty
Order Changes
Order Cancellations
Shipment Tracing
Claims Processing
First Response Time
First Contact Resolution
Customer Satisfaction

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