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About the Role

This role is for someone who genuinely loves people and technology, with the drive to learn, empathy to coach, and ownership mindset to step up when it matters. You will start by getting deeply familiar with our product and customers, handling calls and tickets alongside the team. Over time, you'll grow into full team lead responsibilities: supporting teammates, running one-on-ones, reviewing performance, and keeping things running smoothly.

Responsibilities

Lead and support the Customer Experience team, creating a culture focused on client satisfaction and team performance
Host regular one-on-ones to coach and develop team members
Manage day-to-day operations including scheduling, call/ticket reviews, PM case reviews, and interdepartmental communications
Analyze team performance metrics (response times, CSAT, call quality, missed calls) and use data to inform decisions and improve service outcomes
Provide hands-on support with calls and tickets as needed, especially during high volume or complex situations
Serve as a key point of contact for team member questions, offering coaching and feedback in a timely, supportive, and constructive manner
Support the rollout and adoption of new tools and technologies (including AI initiatives like Ask Amy), contributing to documentation and process improvements
Champion stability and growth through proactive engagement, team feedback, and a passion for continuous improvement
Support risk and compliance functions and provide feedback to leadership to help maintain strategic alignment

Requirements

Strong emotional intelligence, with the ability to lead with empathy and compassion
Experience working in SaaS, technical support, or other customer-experience-intensive environments
Driven, motivated, and passionate about helping people - both customers and team members
Excellent communication skills and can coach others on tone, empathy, and professionalism
Leadership experience and lead with ownership, not just task completion
Embrace feedback and change, seeing both as opportunities to grow
Energized by fast-paced environments and skilled at navigating uncertainty
Thrive when mentoring others and are excited to help team members grow into their full potential
Humble, eager to learn, and happy to ask questions and seek clarity where needed

Skills

Zendesk
Dialpad
Customer support platforms
CSAT
Customer experience KPIs
AI tools

Location

Sherwood Park, Alberta

Work Type

Full-time

Experience Level

Leadership experience

Salary/Compensations

$60,000 - $75,000 a year

Benefits

Employee Stock Ownership Plan (ESOP)
Full medical, dental, and vision coverage
Life insurance and disability insurance
Health spending account
Flexible working hours
On-the-job training and growth opportunities
Free on-site parking

About the Company

BIS Safety Software is a SaaS company on a mission to change how organizations manage safety, learning, and compliance.
We build software that helps organizations manage safety training, learning, and compliance - and we’re growing!
We don’t use job titles internally - we value humility and contribution over hierarchy.
We move fast, integrate new ideas quickly, and give people real ownership of their work.
Through our Employee Stock Ownership Plan (ESOP), you have the opportunity to own a piece of the company you’re helping build.