Customer Support Team Leader

CWD designs, markets & sells the highest performing consumer electronics that are smart, simple, and stylish. From high fidelity turntables to wireless video connectivity systems, we create innovative products that empower people. Our success is measured in our customer satisfaction ratings and dedicated following. We have been in business since 1961 and our creations can be found in millions of homes. Together in teams, as a company, as a community, we are committed to Creating What’s Different!

CWD is looking for a Customer Support Team Leader to join our exceptionally talented and collaborative team! This posting reflects an existing vacancy within our Niagara Falls location. Reporting to the Customer Experience Manager, the Customer Support Team Leader is responsible for leading and developing the Customer Support Team while ensuring an exceptional customer experience across phone, email, and chat. The successful candidate will oversee day-to-day team operations, monitor key performance metrics, and provide coaching and support to help the team achieve department objectives. This role will also analyze customer interactions to identify trends and opportunities for improvement, while working closely with other departments to resolve issues, improve processes, and support customer-focused initiatives.

If you are someone that likes a challenge and are continuously striving for excellence, then this is the perfect opportunity for you!

This is a full-time permanent role working 40 hours a week on-site. Our hours of operation are 8:15am to 5:00pm Monday to Friday with occasional holidays and overtime work required.

Key Responsibilities:
Leadership

• Lead, support, and develop the Customer Support Team to achieve department objectives.
• Manage daily team coverage and roster scheduling to ensure appropriate support levels.
• Monitor team performance and conduct quality assurance reviews to identify coaching and development opportunities.
• Provide regular coaching, feedback, and support to team members.
• Support performance management and annual performance review processes.
• Lead regular Customer Support Team meetings and communicate relevant company, product, and process updates.
• Foster a positive, collaborative, and customer-focused team environment.
• Identify training needs and support the ongoing development of team members.

Day-to-Day Responsibilities

• Support customers through phone, email, and chat channels as required.
• Assist with escalated or complex customer issues and help determine appropriate solutions.
• Monitor customer contacts to identify trends, recurring issues, and emerging concerns.
• Work with internal teams to address customer issues and identify preventative solutions.
• Collaborate with other departments to resolve customer issues, share customer feedback, and improve processes and overall customer experience.
• Monitor customer service performance across e-commerce marketplaces and ensure marketplace requirements and seller standards are maintained.
• Identify opportunities to improve Customer Support processes, team efficiency, and the overall customer experience.
• Take ownership of assigned initiatives, including the Customer Self-Serve Initiative.
• Use CRM, e-commerce, and ERP systems to support customer service processes and issue resolution.

Administration

• Prepare monthly and annual reports for management review and decision making.
• Analyze customer contact data and trends and provide insights and recommendations to management.
• Maintain accurate records and documentation related to team activities.
• Complete regular reporting and administrative tasks related to team performance and department objectives.
• Support the ongoing improvement and documentation of processes and procedures.
• Prepare information and updates for quarterly and cross-functional meetings.

Other

• Undertake related duties as assigned to achieve the objectives and company goals.

Qualifications:

• A college diploma or certification in a related program considered an asset (Ex. Business Administration, Business Management, Call Center/Customer Service Skills Certification).
• 3+ years of experience in a team leadership or supervisory role.
• 3+ years of experience in a customer service or customer support environment.
• 3+ years of experience providing customer support through phone, email, and chat.
• 3+ years experience working with CRM software.
• 2+ years of e-commerce experience.
• Experience with product support and troubleshooting.
• Experience creating reports and presenting information to management.
• Strong proficiency with Microsoft Office, particularly Excel.
• Strong communication, problem-solving, and organizational skills.
• Ability to analyze information, identify trends, and develop practical solutions.

You Will Stand Out If:

• You have experience using NetSuite, HubSpot, or Seller Central.
• You have consumer electronics experience.

What We Offer
Our expected compensation range for this role is $55,000.00- $60,000.00 annually. The salary you may receive will be determined based on the skills, experience, and qualifications you bring to the position, as well as how they align with the responsibilities and scope of the Customer Support Team Leader role. CWD evaluates compensation using a consistent and equitable framework to ensure fair and transparent pay practices across the organization.

Other benefits include:

• Full comprehensive benefits (dental, medical and eye) 80/20 split-family coverage
• Annual professional development fund
• RRSP Match
• Fitness incentives
• Team events
• 50% off on CWD brands
• Relocation expense

How We Hire
CWD is an equal opportunity employer and is dedicated to creating a diverse and inclusive work environment. We are committed to providing accommodations for people with disabilities throughout the recruitment process, and upon request, will work with qualified job applicants to provide suitable accommodation in a manner that takes into account the applicant’s accessibility needs due to disability. Applicants must make their accommodation needs known upon requests for interviews.

We may use artificial intelligence (AI) tools to support certain parts of the hiring process, such as reviewing applications, analyzing resumes, evaluating responses, or assisting with interview scheduling. These tools are designed to help our recruitment team and do not replace human judgment. All hiring decisions are ultimately made by our team. If you would like more information about how your personal data is processed during this process, please contact us.

CWD only extends employment offers after candidates have had the opportunity to speak directly with both the hiring manager and a member of our HR team. These discussions may take place in person or via video conference. CWD does not issue offers or request personal information through text or other informal channels. If you receive such a request, please disregard it. This policy is in place to ensure a secure and professional hiring process for all candidates.