Customer Experience Team Lead

BIS Safety Software

Customer Experience Team Lead at BIS Safety Software, focusing on team support and client satisfaction. Cultivating a high-performing team to enhance organizational safety and compliance.

Posted 7/8/2026full-timeToronto • 🇨🇦 CanadaSenior💰 CA$60,000 - CA$75,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates strong leadership in customer experience management, with a focus on team development, performance analysis, and the adoption of new tools. Excels in fostering a supportive environment that encourages growth and effective communication.

Highest-signal resume keywords

Leadership ExperienceCustomer Experience ManagementPerformance Metrics AnalysisSaaS ExperienceEmotional Intelligence

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Performance Metrics AnalysisCustomer Experience ManagementTechnical SupportData-Driven Decision Making

Soft Skills

Emotional IntelligenceCoaching and MentoringExcellent CommunicationAdaptability to ChangeEmpathy

Tools & Technologies

Customer Support ToolsSaaS Platforms

Industry Keywords

Customer ExperienceTechnical SupportTeam Development

About the role

Key responsibilities & impact

Lead and support the Customer Experience team
Host regular one-on-ones to coach and develop team members
Manage day-to-day operations including scheduling, call/ticket reviews
Analyze team performance metrics and use data to inform decisions
Provide hands-on support with calls and tickets as needed
Serve as a key point of contact for team member questions
Support the rollout and adoption of new tools and technologies
Champion stability and growth through proactive engagement

Requirements

What you’ll need

Have strong emotional intelligence, with the ability to lead with empathy and compassion
Experience working in SaaS, technical support, or other customer-experience-intensive environments
Are driven, motivated, and passionate about helping people
Possess excellent communication skills and can coach others on tone, empathy, and professionalism
Leadership experience and you lead with ownership, not just task completion
Embrace feedback and change, seeing both as opportunities to grow
Are 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
Are humble, eager to learn, and happy to ask questions and seek clarity where needed

Benefits

Comp & perks

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