Customer Service Team Lead (Maternity Leave Coverage)

Position Overview
The Service Team Lead provides day-to-day leadership and operational support to the Service/Warranty team, while working under the direction of the Service Manager. The role is responsible for coordinating workflow, supporting team members, managing escalations, and ensuring service standards and processes are consistently followed.
Key Responsibilities
Team Leadership & Support
Oversee day-to-day workflow of the Service/Warranty team to ensure timely responses and issue resolutions.
Provide coaching, mentoring and guidance to team members to support professional growth and skill development.
Act as an initial primary point of escalation for complex service/warranty issues.
Customer Experience
Oversee all incoming service and warranty requests to ensure accurate documentation and prompt response.
Work with dealers, contractors, and homeowners to resolve issues related to product installation, performance, or product defects.
Provide technical guidance and solutions for escalated service cases.
Operational Excellence and Continuous Improvement
Monitor service request volume, assign tasks and ensure proper coverage during peak periods
Track key service metrics (response time, resolution rate, customer satisfaction) and implement improvements as needed.
Collaborate with production, shipping and quality control, to resolve recurring issues and identify root causes.
Technical Expertise
Maintain strong knowledge of window and door products, installation best practices, and industry standards.
Ensure service staff are trained in new products, tools, and processes.
Education & Experience
3–5+ years of experience in customer service, warranty, service operations, or a related role, preferably within the window and door, building products, manufacturing, or construction industry.
1–2+ years of experience providing team leadership, coaching, mentoring, or informal leadership.
Proven experience managing customer concerns, warranty claims, escalations, and complex service issues.
Experience working with dealers, contractors, installers, and/or homeowners is considered an asset.
Experience working in a manufacturing or technical environment is an asset.
Technical Knowledge
Knowledge of window and door products, components, and common product/service issues is an asset.
Strong problem-solving and troubleshooting skills, with the ability to investigate issues and determine appropriate next steps.
Leadership & Customer Experience
Demonstrated ability to lead, coach, and hold team members accountable in a respectful and constructive manner.
Strong communication and interpersonal skills, with the ability to work effectively with both internal teams and external customers.
Proven ability to manage difficult customer conversations and service escalations professionally.
Ability to make sound decisions and prioritize competing demands in a fast-paced environment.
Strong organizational skills and attention to detail, with the ability to manage multiple service cases and deadlines.
Demonstrated commitment to customer experience and finding practical, sustainable solutions.
Operational & Continuous Improvement
Experience monitoring and using KPIs, service metrics, or departmental performance measures to identify opportunities for improvement.
Experience with process improvement or continuous improvement methodologies is an asset.
Strong computer skills and ability to learn and effectively use service, CRM, ERP, reporting, and other business systems.
Accountability: Ability to follow up on commitments and hold others accountable for timelines and service expectations.
Prioritization: Ability to assess urgency, customer impact, technician availability, and business requirements when prioritizing work.
Escalation judgment: Knows when an issue can be resolved within the team and when it needs to be escalated to the Service Manager, Engineering, Quality, Sales, or another department.
Cross-functional collaboration: Comfortable working with Service, Sales, Order Desk, Production, Shipping, Quality, Engineering, and Finance.
Conflict resolution: Able to manage disagreements with dealers, homeowners, technicians, and internal teams without unnecessarily escalating the situation.
Continuous improvement mindset: Looks for ways to improve the process rather than simply managing today's workload.

Employment type
Full-time

Work arrangement
No