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Added 2 mins ago
CG
Supervisor Full Time
Compass Group Canada
Kingston, ON
- Full-time
Display a “Guests are first” attitude and lead as an example to make sure we deliver an exceptional guest service as a team.
Added 18 mins ago
TC
Retail Store Coordinator
TJX Companies
Fort St. John, BC
- Full-time
We’re looking for a Retail Store Coordinator to join our team in a welcoming environment. In this role, you’ll lead and inspire to deliver outstanding customer experiences. If you thrive in…
Added 18 mins ago
TC
Coordonnateur/Coordonnatrice de magasin de détail a temps plein Winners/Homesense Décarie
TJX Companies
Côte-Saint-Luc, QC
- Full-time
We’re looking for a Retail Store Coordinator to join our team in a welcoming environment. In this role, you’ll lead and inspire to deliver outstanding customer experiences. If you thrive in…
Added 33 mins ago
YA
corporate sales manager
Yard At A Time Concrete Ltd.
Delta, BC
- Full-time
Lead sales team in building relationships with business clients and manage negotiations of sales contracts
Added 33 mins ago
BR
Sr. Marketing Manager (18 month contract)
Brookfield Residential
Calgary, AB
- Full-time
…development, and management of buildings everywhere. From offices, retail spaces, and logistics facilities to multifamily residences, hospitality establishments, and mixed-use structures -…
Added 49 mins ago
S
Client Experience Manager
sephora.com
Edmonton, AB
- Full-time
…the world. Our constant innovation, our ability to see and lead trends, and our focus on providing an outstanding customer experience make us the most-loved beauty community and top of mind…
Added 49 mins ago
S
Interim Lead
sephora.com
Edmonton, AB
- $20 to $23.55 CAD / hour
- Full-time
Be available during peak retail operations (nights, weekends and holidays)
Added 49 mins ago
SC
Retail Assistant Manager
Staples Canada
Delta, BC
- Full-time
Customer Experience: Lead and coach the team to provide exceptional customer service. Engage with customers, offer tailored products and services, and handle escalated customer situations.…
Added 49 mins ago
A
Associate Director-AI&Data
Accenture
Ottawa, ON · Montreal, QC
- Full-time
Lead the shaping of proposals and RFP responses; own solution architecture, estimating, commercial construct and risk posture on the pursuits you lead.
Added 1 hour ago
L
Seafood Assistant Department Manager - Full Time
Longo's
Toronto, ON
- Full-time
…Manager to ensure that the department is prepared for daily…
Added 1 hour ago
K+
Shop Lead
KIT + ACE
Vancouver, BC
- Full-time
Role Description The Shop Lead is a full-time, on-site role based in Vancouver, BC, responsible for leading daily store operations and supporting the team in delivering an elevated guest…
Added 1 hour ago
S
Gestionnaire principal·e, Opérations numériques // Senior Manager, Digital Operations
SSENSE
Montreal, QC
- Full-time
…commerciaux, vous piloterez la feuille de route stratégique de nos opérations de réseau mondial de bout en bout. Il s'agit d'un rôle de leadership charnière, conçu pour un·e expert·e…
Added 1 hour ago
CG
Lead Hand - Subway/Tim Hortons Part Time
Compass Group Canada
Newmarket, ON
- Part-time
The Lead Hand will support daily restaurant operations by providing leadership and guidance to team members, ensuring excellent customer service, food quality, safety, and efficient…
Added 1 hour ago
RP
Interim Pharmacy Practice Lead
Rexall Pharmacy Group LTD
Mississauga, ON
- $110,184 to $144,617 CAD / year
- Full-time
Reporting to the VP, Operations, the Pharmacy Practice Lead is responsible for providing pharmacy practice mentorship and subject matter expertise within assigned districts. In this Interim…
Added 1 hour ago
PT
HES Specialist – Canada (East Region)
Parkland Terminals of Eastern Canada Inc.
Montreal, QC · Quebec, QC
- Full-time
Le spécialiste SSE soutient les programmes de santé, sécurité et environnement (SSE) au sein des opérations de Sunoco dans la région Est du Canada. Le titulaire du poste travaille en…
Added 1 hour ago
B
Directeur des opérations / Manager, Operations
BGO
Montreal, QC
- Full-time
Nous recherchons un professionnel motivé pour soutenir les opérations et la performance globales de notre propriété. Ce rôle impliquera la coordination des activités quotidiennes, la…
Added 1 hour ago
S
Toronto - Development - Senior Manager- Real Estate
Subway
Toronto, ON
- Full-time
Working cross-functionally with Market Planning, Construction & Design, Leasing, Franchise Sales, Legal, and Operations, this role ensures real estate activities remain aligned with…
Added 1 hour ago
FB
Pharmacy Manager
Food Basics
Toronto, ON · Scarborough, ON
- Full-time
Are you ready to lead a dynamic team and make a real impact in the world of healthcare? As a Pharmacy Manager, you’ll play a pivotal role in driving the success of our pharmacy by achieving…
Added 1 hour ago
R&
Spa Manager - The Wickaninnish Inn
Relais & Châteaux
Tofino, BC
- Full-time
Lead by example and be a pro-active member of the Senior Management Team and Ancient Cedars Spa Leadership Team.
Added 1 hour ago
R&
Assistant Spa Manager - The Wickaninnish Inn
Relais & Châteaux
Tofino, BC
- Full-time
Lead by example and be a pro-active member of the Ancient Cedars Spa Leadership Team.
Added 1 hour ago
TH
Operations Assistant Manager- 7024 Barrie
The Home Depot Canada
Barrie, ON
- Full-time
…product availability, store appearance, and profitability of a retail store. Each ASM has direct responsibility for a specific area of the store: Operations, Night Operations,…
Added 1 hour ago
TH
Head Cashier Part Time - 7051 Saskatoon
The Home Depot Canada
Saskatoon, SK
- Part-time
Lead by example in consistently demonstrating GET behaviours and promoting positive associate morale.
Added 1 hour ago
L
5768 - Assistant Store Manager FT
Lids
Brantford, ON
- $19 to $20 USD / hour
- Full-time
…Lids delivers premium, fan-driven products and unforgettable retail…
Added 1 hour ago
TS
Temporary Store Manager
The Salvation Army in Canada
Toronto, ON
- Full-time
Direct all operations of store to meet sales targets and control expenses while maintaining customer service standards
Added 1 hour ago
RP
Interim Pharmacy Practice Lead
Rexall Pharmacy Group Ltd.
Mississauga, ON
- $110,184 to $144,617 CAD / year
- Contract
Reporting to the VP, Operations, the Pharmacy Practice Lead is responsible for providing pharmacy practice mentorship and subject matter expertise within assigned districts. In this Interim…

Staples Canada

Bilingual Technical Support Team Lead

Richmond Hill, ON, Canada

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

Apply About employer

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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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