Customer Service Team Leader

Location: Hybrid, Saint-Laurent, Canada

Company

hirify.global is a global climate technologies company developing HVACR, cold-chain, software, monitoring, and sustainability solutions for residential, commercial, and industrial environments.

What you will do

• Lead customer support operations and ensure monthly KPI targets are consistently achieved.
• Manage Salesforce customer support and installation queues, including ticket assignment, prioritization, service-level compliance, and installation coordination.
• Monitor website phone coverage and act as the escalation point for complex, sensitive, and high-priority customer issues.
• Collaborate with the Software Team to escalate critical defects and track resolution progress.
• Administer Calendly availability, oversee the Verdant Plus program, and coordinate customer training and dedicated support assignments.
• Onboard and train support staff, coach performance, and maintain support processes, documentation, and best practices.

Requirements

• At least 2 years of customer support experience involving product support and troubleshooting.
• Experience troubleshooting software and/or hardware products and assisting customers with technical issues.
• High school diploma or equivalent.
• Strong problem-solving, communication, organization, and customer service skills.
• Experience with support ticketing systems, CRM platforms, and other customer service tools.
• Ability to manage multiple inquiries while maintaining customer satisfaction and work effectively in a team.

Nice to have

• Customer support management or supervisory experience.
• Experience developing support processes, mentoring team members, or managing escalations.
• Postsecondary education in a technical, business, or related field.

Culture & Benefits

• Flexible medical, dental, and vision insurance options.
• Defined contribution pension plan.
• Flexible time off, including parental leave, vacation, and paid holidays.
• Employee training and development programs from onboarding through senior leadership.
• Inclusive workplace supported by employee resource groups and equal employment opportunity practices.