GoodMorning.com is a Canadian pioneer in the creation and growth of award-winning direct-to-consumer brands. Over the last decade, we have delivered hundreds of thousands of beloved products to customers across North America. And we’ve created an exciting, ownership-driven culture perfectly suited to intelligent, results-driven individuals. If you’re hungry to disrupt stale consumer industries with innovative new brands and products of exceptional value that customers love, then GoodMorning.com is the place for you!
As a Customer Service Team Leader, you will guide a team of motivated Customer Service Associates to deliver exceptional experiences from start to finish. You’ll translate functional goals into actionable plans, coach your team to achieve measurable results, and foster a culture of accountability, empathy, and excellence. Alongside daily leadership, you’ll take a hands-on approach to problem-solving, ensuring customer issues are resolved quickly and accurately. Working closely with the Customer Service Manager and cross-functional teams, you’ll drive continuous improvements that enhance quality, efficiency, and overall customer satisfaction.
JOB DUTIES
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Leading and motivating Customer Service Associates and Specialists to deliver accurate, empathetic, and efficient service.
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Translating goals into measurable outcomes and managing KPIs such as FCR, CSAT, schedule adherence, and defect resolution.
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Monitoring queues and rebalancing workloads in real time to maintain responsiveness and consistent quality.
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Managing escalations and complex cases, including cancellations, returns, replacements, and defect claims.
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Coaching team members to strengthen performance, build confidence, and improve key service metrics.
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Identifying recurring issues to drive process improvements.
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Using data insights to assess performance, diagnose root causes, and implement sustainable improvements.
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Collaborating with cross-functional partners to enhance communication, reduce friction, and resolve bottlenecks.
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Overseeing workforce planning, hiring, and onboarding to ensure strong coverage and capability.
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Developing and maintaining training tools, knowledge bases, and standardized procedures.
REQUIREMENTS
QUALIFICATIONS
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Bachelor’s degree in business, communications, management, or a related field.
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Minimum of 3 years of experience in a customer service or contact centre environment.
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Minimum of 1 year of experience leading or supervising a customer service team.
SKILLS
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Strong understanding of contact centre operations, including queue management and scheduling.
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Proven ability to interpret and act on key service metrics such as CSAT, FCR, and cost efficiency.
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Exceptional communication skills for coaching, escalation management, and cross-functional collaboration.
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Strong organizational skills with a proven record of maintaining consistent service quality.
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Effective and empathetic problem-solving skills for resolving complex customer issues.
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Analytical mindset with confidence using data to drive accountability and improvement.
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Proficiency with customer service tools such as Freshdesk, Zendesk, Intercom, G Suite, and MS Office.
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Adaptability and willingness to learn new tools, technologies, and processes.
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High attention to detail in reporting, documentation, and customer communication.
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Ability to remain calm and professional under pressure.
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Collaborative attitude and commitment to a culture of trust and operational excellence.
