Customer Service Team Lead

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Job Overview

Orchard is a Toronto-based startup on a mission to change the way Canadians buy and sell preowned mobile devices. We believe Canadians deserve better when it comes to wireless, and for us, preowned devices are just the beginning.

We've worked hard to build a reputation for exceptional customer service (don't take our word for it — check out our reviews!), and we're looking for a great people leader to help us build on that reputation as Orchard grows into new areas of the wireless industry.

This is a hands-on leadership role for someone who loves helping customers, enjoys coaching and developing a team, and gets excited about finding better ways to do things. You'll help shape how we deliver a great customer experience as we grow, while staying close to the day-to-day work of supporting our customers.

Orchard offers a competitive salary, benefits program, and equity options. This is primarily an in-office role in Toronto, with some flexibility to work from home.

Primary responsibilities

• Lead, coach, and support our customer service team, helping team members do their best work and continue to grow
• Ensure customers consistently receive the thoughtful, responsive service Orchard is known for
• Work closely with our logistics team to keep operations running smoothly and resolve issues that affect customers
• Partner with our development team to identify opportunities for better tools, systems, and processes
• Take ownership of complex customer issues and escalations, finding solutions that are fair to customers and the business
• Spend roughly half your time providing frontline customer support across email, phone, and in person

We're looking for someone with some combination of the following:

• A genuine desire to do right by customers, even when it takes a little extra effort
• 2+ years of experience leading or managing a team
• Experience in customer service, ideally in a fast-paced environment
• A natural inclination to get to the root of problems and find ways to prevent them from happening again
• Strong communication skills, good judgment, and the ability to navigate tricky customer situations
• A willingness to roll up your sleeves and jump in wherever you're needed
• Good vibes! You're positive, approachable, and someone people enjoy working with

Pay: $75,000.00-$90,000.00 per year

Benefits:

• Casual dress
• Dental care
• Store discount

Work Location: In person