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Added 14 mins ago
I
Technical Infrastructure Program Manager (TIPM)
IREN
Vancouver, BC
- Full-time
IREN is seeking Technical Project Manager (TPM) to support the execution of complex technical infrastructure projects supporting strategic delivery and operational remediation programs…
Added 2 hours ago
A
Manager, Software Engineering
Aviso
Vancouver, BC
- $145,000 to $160,000 CAD / year
- Full-time
Reporting to the Director, Software Engineering, the Manager, Software Engineering, works closely with other Technology Leaders to remove systemic organizational blockers, while providing…
Added 2 hours ago
AW
Manager, Software Engineering
Aviso Wealth
Remote, Canada
- $145,000 to $160,000 CAD / year
- Full-time
- Remote
Reporting to the Director, Software Engineering, the Manager, Software Engineering, works closely with other Technology Leaders to remove systemic organizational blockers, while providing…
Added 3 hours ago
B
Revenue Operations Manager (OTE: upto 120k)
BoomerangFX
Mississauga, ON
- $80,000 to $90,000 CAD / year
- Full-time
The Manager, Revenue Operations will oversee BoomerangFX’s expansion strategy across North America, driving sales growth and ensuring best-in-class execution in a rapidly scaling…
Added 3 hours ago
PH
Client Care Manager
Provincial Homecare
Conception Bay South, NL
- Full-time
The Client Care Manager leads the team that gets the right caregiver to the right client at the right time. This role is part of our senior leadership team and carries province wide…
Added 3 hours ago
IG
Business Development Manager
Insight Global
Toronto, ON · North York, ON
- Full-time
Insight Global is seeking a highly driven Business Development Manager to aggressively grow new business across the Canadian market for a client. This is a hunter-focused role for someone…
Added 4 hours ago
D-
Senior Tax Manager, Property Tax
DMA - DuCharme, McMillen & Associates, Inc.
Toronto, ON
- Full-time
Review and assess client properties for tax savings opportunities, develop valuation arguments, and prepare client reports. In addition, the Sr. Tax Manager researches and maintains…
Added 5 hours ago
NB
Director Commercial Banking
National Bank of Canada
London, ON
- Full-time
Identify and develop business opportunities in your market, increase your commercial client base, and establish business development strategies
Added 5 hours ago
NB
Wealth Associate
National Bank of Canada
AB · Edmonton, AB
- Full-time
…assets of more than 400,000 clients in about 100 branches. Reporting to the regional manager, you will team up with a wealth advisor to offer an exceptional client experience. Collaboration…
Added 5 hours ago
NB
Wealth Associate
National Bank of Canada
Calgary, AB
- Full-time
…assets of more than 400,000 clients in about 100 branches. Reporting to the regional manager, you will team up with a wealth advisor to offer an exceptional client experience. Collaboration…
Added 5 hours ago
NB
SME Account Manager
National Bank of Canada
Quebec, QC
- Full-time
A career as an SME Account Manager in the Private Banking 1859 team means acting as a privileged guide for hundreds of small to medium-sized businesses, surrounded by experts, to guide…
Added 5 hours ago
NB
Senior Account Manager Creative Industries
National Bank of Canada
Vancouver, BC
- Full-time
A career as a Senior Account Manager in National Bank's specialized creative industries team (such as audiovisual and film production, video games, special effects, virtual reality,…
Added 5 hours ago
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Wealth Associate
National Bank of Canada
Richmond Hill, ON
- Full-time
…assets of more than 400,000 clients in about 100 branches. Reporting to the regional manager, you will team up with a wealth advisor to offer an exceptional client experience. Collaboration…
Added 6 hours ago
Cook- Regular Full-Time
Smithers Community Services Association
Smithers, BC
Our work is guided by a commitment to being client-centered, accessible, inclusive, trauma-informed, and accountable. We value equity, diversity, inclusion, Reconciliation, collaboration,…
Added 6 hours ago
SC
Cook- Regular Part-Time
Smithers Community Services Association
Smithers, BC
- Part-time
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Added 8 hours ago
LH
Business Solutions Manager, Occupational Health & Specialty
Lifemark Health Group
Brampton, ON
- $100,000 to $120,000 CAD / year
- Full-time
The Business Solutions Manager serves as the primary strategic partner between Occupational Health and Specialty Programs and the Technology and Analytics organization. Reporting to the…
Added 8 hours ago
P
Procurement & Supply Chain Analyst / Supply Chain Data Analyst (PSCA010)
Potenco
Canada
- Full-time
Our client, an established organization specializing in systems integration and technology solutions, is seeking a Supply Chain Data Analyst with a strong background in procurement,…
Added 8 hours ago
SM
RQ00822 – Systems Testing/QA Specialist – Senior
S M Software Solutions Inc
Toronto, ON
- Internship
Work Arrangement: Hybrid – Up to 3 Days Onsite, Subject to Hiring Manager’s Discretion
Added 8 hours ago
BA
Project Manager
Branch Audiovisual
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- Full-time
The primary role of the Project Manager is to lead and oversee the planning, execution, and successful delivery of our audiovisual projects. From planning and resource allocation to client…
Added 10 hours ago
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RQ00822 – Systems Testing/QA Specialist – Senior
S M Software Solutions Inc
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Added 10 hours ago
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RQ00822 – Systems Testing/QA Specialist – Senior
S M Software Solutions Inc
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Work Arrangement: Hybrid – Up to 3 Days Onsite, Subject to Hiring Manager’s Discretion
Added 10 hours ago
AH
Occupational Therapist II
Alberta Health Services
Grande Prairie, AB
- Full-time
…enhanced staffing expertise to provide care and oversight. Reporting to the Area Manager Allied Health, the Occupational Therapist II collaborates with the Care Community to assess, plan,…
Added 10 hours ago
FH
Registered Nurse (RN)/Registered Psychiatric Nurse (RPN), New Graduate Nurse
Fraser Health Authority
Surrey, BC
- $41.42 to $59.52 CAD / hour
- Other
As part of the New Graduate Nurse (RN/RPN) Program and reporting to the Manager, Health Services, the newly graduated Registered Nurse (RN)/Registered Psychiatric Nurse (RPN) provides…
Added 10 hours ago
SM
RQ11323 – Project Manager/Leader – Senior
S M Software Solutions Inc
Toronto, ON
- Internship
Client: Ministry of Public and Business Service Delivery and Procurement – RQ11323
Added 10 hours ago
SM
RQ11323 – Project Manager/Leader – Senior
S M Software Solutions Inc
Toronto, ON
- Internship
Client: Ministry of Public and Business Service Delivery and Procurement – RQ11323

PIP Canada

Chef(fe) d’équipe, expérience client/Team Lead, Customer Experience

Laval, QC, Canada

Full-time

Apply About employer

Applications open in a new tab.

Job details

Job type: Full-time
Apply by: Nov 10, 2026
Posting language: English · French
Posted: Oct 18, 2026

Original job description

English section of this bilingual listing.

It is with this view and vision that we are currently seeking a Team Lead, Customer Experience, based out of our Canadian headquarters in Laval, QC. Reporting directly to the Customer Experience Manager, the Team Lead, Customer Experience is responsible for monitoring, supporting, and coaching their team of Customer Experience Specialists. They work closely with their manager, and partner with the other Team Leads to achieve individual, team, departmental and company goals and objectives.

Key Responsibilities

Work closely with the manager to identify and meet key metrics.
Communicate goals and deadlines to team members.
Implement support plans for overall department operations to meet service level objectives, quality goals, and management of day-to-day customer-facing activities
Provide individual development through monitoring/measurement, constructive feedback, coaching, and training and make appropriate recommendations regarding individual career development
Assists with taking agents’ calls/emails when business conditions necessitate
Improves quality of results by recommending changes and coaching behaviors.
Provides product/service information by answering questions and offering assistance.
Keep track of employee attendance and ensure compliance with company policies.
Assist in hiring and onboarding new employees.
Prepare monthly and annual performance reports.
Create targets and goals for improvement.

Qualifications

Possess excellent written and verbal communication skills and the ability to effectively collaborate across all levels of the PIP organization.
Ability to multi-task and balance priorities effectively
Manages and oversees a team of CX personnel handling customer-facing activities.
Motivates and supports agents through feedback and communication.
Measures productivity, quality and service KPI’s such as Order Entry or inbound calls handling.
Tech savvy with knowledge of relevant computer programs and telephone equipment
Ability to remain calm and respectful under pressure
Exceptional customer service expertise
Strong verbal and written communication skills
Organizational skills and attention to detail
Familiarity with quality assurance and data analysis concepts
Excellent problem-solving skills

Read the full bilingual original

(English Version Below)

PIP Canada, qui fait partie d'une organisation mondiale dont le siège social canadien est situé à Laval (Québec), est un important fournisseur de protection des mains et d'équipement de protection individuelle (EPI) pour les marchés industriels et de la construction. PIP® est l'acronyme de Protective Industrial Products, ce qui signifie que nous sommes engagés à aider à protéger les travailleurs essentiels chaque jour. Aujourd'hui, en tant qu'entreprise mondiale d'EPI, nous sommes dans une position unique qui nous permet d'offrir à nos employés de nombreuses possibilités de mener une carrière diversifiée et enrichissante, tout en sachant que nos produits d'EPI contribuent à protéger les travailleurs contre les blessures.

C’est dans cette perspective que nous sommes actuellement à la recherche d’un(e) Chef(fe) d’équipe, expérience client, basé(e) à notre siège social canadien situé à Laval (Québec). Relevant directement du Gestionnaire, expérience client, le ou la chef(fe) d’équipe, Expérience client est responsable de superviser, de soutenir et d’accompagner les spécialistes de l’expérience client de son équipe. Cette personne travaille en étroite collaboration avec son gestionnaire et collabore avec les autres chefs d’équipe afin d’atteindre les objectifs individuels, d’équipe, du service et de l’entreprise.

Principales responsabilités

Travailler en étroite collaboration avec le gestionnaire afin d’identifier et d’atteindre les principaux indicateurs de performance (KPI).
Communiquer les objectifs et les échéanciers aux membres de l’équipe.
Mettre en œuvre des plans de soutien pour assurer le bon fonctionnement général du service, atteindre les objectifs de niveau de service et de qualité, et assurer la gestion des activités quotidiennes en lien avec la clientèle.
Favoriser le développement individuel des membres de l’équipe par le suivi et la mesure de la performance, la rétroaction constructive, l’accompagnement et la formation, et formuler les recommandations appropriées relativement au développement professionnel de chacun.
Répondre aux appels et aux courriels des agents lorsque les besoins opérationnels l’exigent.
Améliorer la qualité des résultats en recommandant des changements et en accompagnant les membres de l’équipe dans l’adoption des comportements appropriés.
Fournir de l’information sur les produits et services en répondant aux questions et en offrant du soutien.
Assurer le suivi des présences des employés et veiller au respect des politiques de l’entreprise.
Participer au recrutement et à l’intégration des nouveaux employés.
Préparer des rapports mensuels et annuels sur la performance.
Établir des cibles et des objectifs d’amélioration.

Qualifications

Excellentes aptitudes en communication, tant à l’oral qu’à l’écrit, et capacité à collaborer efficacement avec tous les niveaux de l’organisation PIP.
Capacité à gérer plusieurs tâches simultanément et à établir efficacement les priorités.
Expérience en gestion et en supervision d’une équipe de personnel en expérience client responsable d’activités en lien direct avec la clientèle.
Capacité à motiver et à soutenir les agents grâce à la rétroaction et à une communication efficace.
Capacité à mesurer la productivité, la qualité et les indicateurs clés de performance (KPI) liés au service, notamment la saisie de commandes et la gestion des appels entrants.
Aisance avec les technologies et connaissance des logiciels informatiques et des équipements téléphoniques pertinents.
Capacité à demeurer calme et respectueux dans des situations de pression.
Expertise exceptionnelle en service à la clientèle.
Excellentes aptitudes en communication orale et écrite.
Excellentes capacités organisationnelles et souci du détail.
Connaissance des concepts liés à l’assurance qualité et à l’analyse de données.
Excellentes aptitudes en résolution de problèmes.

PIP Canada, part of a global organization with its Canadian head office located in Laval, QC is a leading provider of hand protection and personal protective equipment (PPE) to Industrial and Construction markets. PIP® stands for Protective Industrial Products meaning we are committed to helping protect essential workers every day. Today, as a global PPE company, we are in a unique position to offer employees ample opportunities for a diverse and rewarding career while knowing that our PPE products help keep workers safe from injury.

It is with this view and vision that we are currently seeking a Team Lead, Customer Experience, based out of our Canadian headquarters in Laval, QC. Reporting directly to the Customer Experience Manager, the Team Lead, Customer Experience is responsible for monitoring, supporting, and coaching their team of Customer Experience Specialists. They work closely with their manager, and partner with the other Team Leads to achieve individual, team, departmental and company goals and objectives.

Key Responsibilities

Work closely with the manager to identify and meet key metrics.
Communicate goals and deadlines to team members.
Implement support plans for overall department operations to meet service level objectives, quality goals, and management of day-to-day customer-facing activities
Provide individual development through monitoring/measurement, constructive feedback, coaching, and training and make appropriate recommendations regarding individual career development
Assists with taking agents’ calls/emails when business conditions necessitate
Improves quality of results by recommending changes and coaching behaviors.
Provides product/service information by answering questions and offering assistance.
Keep track of employee attendance and ensure compliance with company policies.
Assist in hiring and onboarding new employees.
Prepare monthly and annual performance reports.
Create targets and goals for improvement.

Qualifications

Possess excellent written and verbal communication skills and the ability to effectively collaborate across all levels of the PIP organization.
Ability to multi-task and balance priorities effectively
Manages and oversees a team of CX personnel handling customer-facing activities.
Motivates and supports agents through feedback and communication.
Measures productivity, quality and service KPI’s such as Order Entry or inbound calls handling.
Tech savvy with knowledge of relevant computer programs and telephone equipment
Ability to remain calm and respectful under pressure
Exceptional customer service expertise
Strong verbal and written communication skills
Organizational skills and attention to detail
Familiarity with quality assurance and data analysis concepts
Excellent problem-solving skills

Apply About employer

More about this job

Responsibilities

Lead, support, and coach a team of Customer Experience Specialists while coordinating with the manager and other team leads to meet service, quality, and business goals. Monitor performance and attendance, provide training and feedback, support customer inquiries when needed, assist with hiring and onboarding, and prepare performance reports and improvement targets.

Requirements

The role requires experience managing or supervising a customer-facing customer experience team, along with strong customer service, communication, organizational, and problem-solving skills. Candidates should be able to measure productivity and service KPIs, use relevant computer and telephone systems, understand quality assurance and data analysis concepts, and remain calm under pressure.

Skills

Team Leadership
Customer Service
Coaching
Performance Management
KPI Measurement
Quality Assurance
Data Analysis
Order Entry
Inbound Call Handling
Employee Training
Recruitment
Onboarding
Problem-Solving
Prioritization
Written Communication
Verbal Communication

Visa sponsorship

Not detected in the job text

Keywords

Customer Experience
Customer Service
Personal Protective Equipment
Manufacturing
Team Leadership
Customer Experience Specialists
Service Level Objectives
Key Performance Indicators
Performance Monitoring
Quality Goals
Coaching
Training
Career Development
Order Entry
Inbound Calls
Customer-Facing Activities
Attendance Tracking
Recruitment
Onboarding
Performance Reporting
Quality Assurance
Data Analysis
Telephone Equipment
Product Information
Service Information

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