Location
toronto, on, Canada
Posted
July 04, 2026
Job Description
Lead the transformation of customer service at Micromart as the B2B Customer Support Lead. Elevate every interaction by building trust and loyalty within a 24/7 support organization.
As the Head of Customer Service and Technical Support, you'll manage a high-performing team focused on delivering empathetic, accurate service across all channels. Collaborate with engineering, product, and operations teams to resolve issues swiftly and improve the customer support journey continuously.
Key Responsibilities:
• Build and manage a high-performing support team
• Review support tickets for quality and accuracy
• Coach and mentor support specialists for growth
• Implement efficient tools to enhance service
• Maintain high standards for NPS and CSAT metrics
Requirements:
• 5+ years in customer or technical support roles
• 2+ years leading high-performing teams
• Proficient in HubSpot, Intercom, or Zendesk
• Strong project management and SLA improvement skills<...
As the Head of Customer Service and Technical Support, you'll manage a high-performing team focused on delivering empathetic, accurate service across all channels. Collaborate with engineering, product, and operations teams to resolve issues swiftly and improve the customer support journey continuously.
Key Responsibilities:
• Build and manage a high-performing support team
• Review support tickets for quality and accuracy
• Coach and mentor support specialists for growth
• Implement efficient tools to enhance service
• Maintain high standards for NPS and CSAT metrics
Requirements:
• 5+ years in customer or technical support roles
• 2+ years leading high-performing teams
• Proficient in HubSpot, Intercom, or Zendesk
• Strong project management and SLA improvement skills<...