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Added 8 mins ago
SR
Sales Associate
Staples Retail
Yellowknife, NT
- Part-time
Deliver exceptional customer service and enhance customer engagement and satisfaction.
Added 22 mins ago
CC
Global Account Manager
Cogent Communications
Montreal, QC
- Full-time
…connections at highly competitive prices. Cogent also offers superior customer support by virtue of its end-to-end control of service delivery and network monitoring. Structured tenure pay…
Added 22 mins ago
CC
Global Account Manager
Cogent Communications
Toronto, ON · North York, ON
- Full-time
…connections at highly competitive prices. Cogent also offers superior customer support by virtue of its end-to-end control of service delivery and network monitoring. Structured tenure pay…
Added 22 mins ago
CC
National Account Manager
Cogent Communications
Toronto, ON · Greater Toronto Area, Canada
- Full-time
…connections at highly competitive prices. Cogent also offers superior customer support by virtue of its end-to-end control of service delivery and network monitoring. Structured tenure pay…
Added 22 mins ago
R
Licensed property manager
Remax
Burnaby, BC
- Full-time
The Licensed Property Manager / Licensed Assistant will be responsible for managing and growing a residential property portfolio while maintaining a high level of service for property…
Added 37 mins ago
A
Assistant Server, Reign (Part-Time)
AccorHotel
Toronto, ON
- Part-time
Carrying out any miscellaneous duties and responsibilities as requested by your Manager pertaining to total quality service delivered in Reign.
Added 53 mins ago
DQ
restaurant assistant manager
Dairy Queen
Vancouver, BC
- Full-time
Added 53 mins ago
PL
Assistant Executive Housekeeper
Pomeroy Lodging
Kananaskis, AB
- Full-time
…through the quality of room cleanliness, productivity, guest service interactions, hallway and public area presentation at all times is key to the success of the incumbent within the role.…
Added 53 mins ago
TB
shift manager - fast food restaurant
Taco Boy
Cold Lake, AB
- Full-time
Ensure that food and service meet quality control standards
Added 53 mins ago
LA
Client Development Manager
Life Ashore
Canada
- Temporary
Previous experience in sales, customer service, real estate, banking, financial services, immigration, events, community outreach or business development is an asset but not required.
Added 53 mins ago
AL
Catering Manager
AZUR Legacy Collection Hotel
Vancouver, BC
- Full-time
Role Description: The Catering Sales Manager is a full-time, on-site role based in Coquitlam, BC, responsible for driving catering revenue and delivering memorable guest experiences. This…
Added 53 mins ago
Cashier/Grocery Clerk
Sobeys Capital Incorporated or a Franchise/Affiliate / ou une franchise/société affiliée
Terrace, BC
As a customer yourself, you know how important helpful service is. The impression shoppers get at the front end of the store is key to building customer loyalty. So too is maintaining a…
Added 1 hour ago
PH
Guest Service Agent
PR Hotels
Kelowna, BC
- Up to $23 CAD / hour
- Full-time
We are looking for people with excellent customer service and communication skills to fill the shoes of an excellent Guest Service Agent to be the first point of contact for our guests at…
Added 1 hour ago
B
Facility Manager III
BGIS
Toronto, ON
- Full-time
Exemplify Customer Service and Create Memorable Customer Experiences
Added 1 hour ago
GD
DYNAMITE - Seasonal Sales Associate - Midtown Plaza
Groupe Dynamite
Saskatoon, SK
- Temporary
Reporting to the Store Manager, your main focus as Seasonal Sales Associate is to provide an exceptional shopping experience to each customer, and build long term relationships with each…
Added 1 hour ago
CC
Sales Representative- Permanent Full-Time - (Supply Chain and Logistics B2B) - Ontario
Chit Chats
Toronto, ON
- Full-time
Work with Sales Manager, Data, Product, and Operations to support more complex pricing or service-fit questions.
Added 1 hour ago
CC
Sales Representative- Permanent Full-Time - (Supply Chain and Logistics B2B) - Alberta
Chit Chats
Calgary, AB
- Full-time
Work with Sales Manager, Data, Product, and Operations to support more complex pricing or service-fit questions.
Added 1 hour ago
CC
Sales Representative- Permanent Full-Time - (Supply Chain and Logistics B2B) - British Columbia
Chit Chats
Vancouver, BC
- Full-time
Work with Sales Manager, Data, Product, and Operations to support more complex pricing or service-fit questions.
Added 1 hour ago
RB
GENERAL MANAGER - RODD ROYALTY HOTEL
Rodd Brudenell River Resort
Charlottetown, PE
- Full-time
Excellent communication, interpersonal, and problem-solving skills, with a customer-centric approach to service delivery
Added 1 hour ago
WC
Cashier
Walmart Canada
Saskatoon, SK
- Full-time
Refers appropriate service and transactional items to a Customer Service Manager as required.
Added 1 hour ago
WC
(CAN) Self Checkout Attendant
Walmart Canada
Estevan, SK
- Full-time
…reassuring way and escalate cash or technical issues to the Customer Service…
Added 1 hour ago
WC
(CAN) Cashier
Walmart Canada
Listowel, ON
- Full-time
Refers appropriate service and transactional items to a Customer Service Manager as required.
Added 1 hour ago
WC
(CAN) Self Checkout Attendant
Walmart Canada
Strathroy, ON
- Full-time
…reassuring way and escalate cash or technical issues to the Customer Service…
Added 1 hour ago
WC
(CAN) Cashier
Walmart Canada
Listowel, ON
- Full-time
Refers appropriate service and transactional items to a Customer Service Manager as required.
Added 1 hour ago
WT
Finance Operations Manager
Water Treatment Equipment Co
Lloydminster, SK
- Full-time
As Finance Operations Manager, you will play a key leadership role in ensuring the financial strength, accountability, and sustainability that allows our team to deliver exceptional service…

Staples Canada

Bilingual Technical Support Team Lead

Richmond Hill, ON, Canada

$64,300 to $80,350 USD / year · Full-time

Apply About employer

Applications open in a new tab.

Job details

Pay: $64,300 to $80,350 USD / year
Job type: Full-time
Apply by: Nov 1, 2026
Experience: 2-3 years of leadership/supervisory experience and in a technical field
Posting language: English
Posted: Oct 2, 2026

Original job description

Job Description

Some of what you will do:

As the Technical Support Team Lead, you will be responsible for the supervision and development of a team of Technical Support Agents, providing quality support to our internal customers. You will inspire the team to deliver exceptional service to our internal customers through feedback, coaching and performance management. You will lead your team of direct reports, engaging in performance management, talent development, recruitment, and training. As a lead, you will support our high standards for customer experience by leading the daily operations of the Tech Support Operations team, acting as an impartial resource for service escalations and partnering with various cross functional teams to deliver a seamless customer experience. Be willing to work weekends, evenings, and available for after-hours support in the event of an outage.

Specifically, You Will

Create and manage shift schedules to ensure adequate coverage for support services.
Create, modify, and maintain knowledge articles to minimize recurring technical issues and improve first-call resolution.
Ensure high customer satisfaction by managing response times, average wait time, ageing tickets, and quality of support services.
Oversee and manage all IT incidents, ensuring proper prioritization and timely resolution.
Generate and update reports on support team performance and review them with Sr. Manager.
Responsible for developing and maintaining a high-performance work team that delivers remarkable service.
Evaluate and recommend tools or technologies to enhance support efficiency and effectiveness.
Manage inventory levels and disruptions with vendors and notify Sr. Manager if service impact is anticipated.
Provide a positive experience by leveraging strong and professional communication skills, thoroughly understanding the problem, and systematically and efficiently diagnosing and resolving the problem using approved processes.
Support frontline operations as required, including but not limited to call queue, handling/creating technical support tickets, triaging inbound contacts across multiple service paths, etc.
Attend product knowledge sessions, and transfer knowledge to L1 & L2 (knowledge articles, one-on-one training, or team training sessions) as appropriate.
Keep current on customer issues and technical escalations, refer recurring or high-risk situations to the Sr. Manager with proposed resolution and partner to resolve.
Support chain wide outages by assisting with verification, sending communication, and or aligning L1 resources to support recovery plans.
Investigate ageing incidents and escalations and work with cross-functional teams to resolve. Refer recurring or high-priority incidents to the Sr. Manager with the proposed resolution and partner to resolve them.

Some Of What You Need

2-3 years of leadership/supervisory experience and in a technical field
4-5 years in a customer service environment
Degree, diploma or certificate in a technical field an asset.
Proficiency in French language is required.
Information technology hardware, software, and related systems in an enterprise environment.
Help Desk/Call Center operations and administration.
Strong technical background ability to navigate various systems and tools.
System utilities, features, installation, maintenance procedures and diagnostic techniques
Demonstrate interpersonal and communication skills in working with users to interpret and provide appropriate solutions.
Strong communication and customer service skills.
Ability to de-escalate customer concerns by leveraging empathy, logic and superior soft skills.

Physical Demands/working Conditions

Office environment – Hybrid, with 4 days onsite in Richmond Hill, subject to the hybrid policy.

Some of what you will get:

Associate discount
Health and Dental benefits
RRSP/DPSP
Performance bonuses
Learning & Development programs
And more...

#MakeAnImpact

About Us

We value transparency in our hiring processes. Please note, artificial intelligence may be used in certain stages to screen, assess, or select applicants, however, a human reviewer makes all final decisions. This posting is for an existing vacancy.

About The Team

About the Team

At Staples Canada we are dynamic, inspiring partners to our customers and the communities in which we live. As The Working and Learning Company, we inspire people to work smarter, learn more and grow every day. We’re looking for curious, approachable, and passionate individuals who love finding solutions. If that’s you, let’s work, learn, and grow together.

We are building an inclusive and diverse team

Staples Canada is continuously working towards creating an inclusive and diverse work environment. We welcome, value and thrive on perspectives and contributions from backgrounds that vary by race, gender, sexual orientation, gender identity or expression, lifestyle, age, educational background, national origin, religion or physical ability. If you have a disability or special need that requires accommodation, please let us know.

Apply About employer

More about this job

Responsibilities

Lead and develop a team of technical support agents, overseeing schedules, performance, training, and daily support operations. Manage incidents and escalations, improve service quality and knowledge resources, coordinate outage response, and collaborate with cross-functional teams.

Requirements

Requires 2–3 years of leadership or supervisory experience in a technical field and 4–5 years in customer service. Candidates need French proficiency, a strong technical background in enterprise IT systems, and experience with help desk or call center operations; a technical degree, diploma, or certificate is an asset.

Skills

Technical Support
Team Leadership
Performance Management
Coaching
Talent Development
Help Desk Operations
Call Center Operations
Incident Management
Ticket Triage
Technical Troubleshooting
Knowledge Management
Customer Service
French Language Proficiency
Cross-Functional Collaboration
Reporting And Performance Analysis
De-Escalation

Benefits

Associate Discount
Health And Dental Benefits
RRSP/DPSP
Performance Bonuses
Learning And Development Programs

Visa sponsorship

Not detected in the job text

Keywords

Technical Support
Help Desk
Call Center Operations
Enterprise IT
Hardware
Software
System Utilities
Installation
Maintenance
Diagnostic Techniques
Incident Management
Ticket Management
Ticket Triage
Knowledge Articles
First-Call Resolution
Shift Scheduling
Performance Management
Talent Development
Recruitment
Training
Service Escalations
Outage Response
Customer Satisfaction
French
Vendor Management
Cross-Functional Collaboration

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