Customer Support Manager
Northern Fitness
Concord Ontario
Salary: Neg Per Hour
What You'll Be Doing
Lead & Empower: Coach and develop a high-performing support team through regular 1:1s, goal setting, and performance reviews.
Drive Results: Monitor KPIs like ticket resolution, CSAT, and call times to ensure we're delivering an outstanding experience, every time.
Problem-Solve Like a Pro: Tackle escalations and complex issues with calm, confidence, and customer-first thinking.
Elevate the Experience: Improve systems and workflows to make our support faster, friendlier, and more effective.
Collaborate Cross-Functionally: Work closely with operations, sales, and logistics to resolve issues and ensure seamless service.
Get Hands-On: Support your team by jumping into chats, calls, or ticketing systems when needed.
Key Responsibilities
Analyze and report on team performance, identifying trends and opportunities for improvement
Train, coach, and mentor customer support agents; conduct bi-annual performance reviews
Lead or contribute to special projects that enhance customer service operations
Respond to customer inquiries via tickets, phone, and chat with professionalism and care
Resolve order issues, shipment tracking, product questions, and escalations
Manage order changes, cancellations, and warranty claims, aiming to reduce refunds and boost satisfaction
What Success Looks Like
High ticket resolution efficiency and first response times
Strong team productivity and low missed call rates
Positive customer satisfaction (CSAT) scores
Strong employee retention and development
Effective call handling and minimal system downtime
Perks & Benefits
Annual performance bonus (up to 10% of salary)
Be part of a growing, purpose-driven Canadian brand
Work with a collaborative, energetic team that’s passionate about fitness
Opportunities for growth and cross-functional leadership
Job Overview
Posted Date: 03 Aug 2025
Location: Concord Ontario
Salary: Neg Per Hour
Company Information
Northern Fitness
Name: Northern Fitness
Web: https://www.northernfitness.ca/