Customer Service Team Lead

Location: Remote (Canadian based freight company)
Job Type: Full-Time, Night Shift (Canadian PST hours)
Department: Customer Service / Operations

About the Role

We are seeking an energetic and dynamic Customer Service Team Lead to oversee and support our Customer Service operations. This role is ideal for a detail-oriented professional who thrives in a fast-paced environment, enjoys leading teams, and understands that customer service excellence sometimes requires attention beyond regular business hours.

The Customer Service Team Lead will be responsible for supervising daily operations, supporting technical and shipping processes, coordinating cross-functional issue resolution, and ensuring a high level of customer satisfaction.

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Key Responsibilities

• Supervise and manage the day-to-day operations of the Customer Service department
• Ensure timely response and resolution of customer inquiries, service issues, and order processing
• Coordinate with internal teams, including Accounting and Development, to resolve customer issues efficiently
• Escalate critical or unresolved issues to management in a timely manner
• Coordinate and manage freight shipments, including LTL and FTL
• Oversee SPS shipments and new account setup with couriers.
• Handle and resolve billing disputes accurately and within established timelines
• Provide technical support, including business-owned shipping platform migration and customer onboarding.
• Build and maintain strong professional relationships with customers and carrier partners
• Develop, implement, and continuously improve customer service policies, procedures, and standards
• Monitor team performance to ensure customer satisfaction and service-level goals are met
• Maintain accurate records, documentation, and reporting of all customer service activities
• Recruit, hire, train, and support customer service agents
• Stay current with industry trends, technologies, and best practices to drive continuous improvement
• Perform additional duties and responsibilities as assigned by management

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Qualifications & Experience

• Minimum 5 years of experience in Customer Service, with at least 2 years in a leadership or team lead role
• University degree or college diploma in Business Administration, Supply Chain, Logistics, or a related field
• Strong understanding of freight shipping processes (LTL / FTL) and carrier operations
• Experience with SPS shipments and courier account setup (UPS, DHL, Canpar)
• Familiarity with IntelliShipper or similar shipping/transportation platforms is an asset
• Proven ability to coordinate cross-functional teams and manage escalations effectively
• Excellent communication, organizational, and problem-solving skills
• High attention to detail and ability to manage multiple priorities in a high-paced environment

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What We’re Looking For

• A proactive, hands-on leader with a strong customer-first mindset
• Someone who thrives in a fast-moving environment and adapts quickly to change
• A dependable professional who understands that this role may occasionally require availability beyond standard work hours
• A team player who leads by example and drives accountability