Team Lead, Customer Experience

At Fresh Tracks Canada, we craft tailor-made Canadian vacations for people from all over the world. Since 1996, our team of Canadian Insiders have helped our customers plan their vacations and enjoy life-changing travel experiences.

We believe in keeping our customers front and center in everything we do; in fact, focus on serving our customers is one of our core values. Everyone acts and operates as an owner, treating this business as their own. We raise the bar constantly, embracing that nothing is perfect but continuous improvement is key. Our team is made up of passionate, positive experts who drive healthy collaboration by winning or losing as one, and we bring out the best in each other.

ABOUT THE ROLE

We are looking for an experienced, supportive, and solutions-oriented Customer Experience Team Lead to guide our team in delivering legendary Hospitality to our guests. You will be responsible for coaching and developing team members, overseeing daily operations, supporting complex guest and supplier issues, and fostering a positive, collaborative team environment while continuously improving the guest experience.

Salary Range: $68,000 - $72,000 annually, based on experience and qualifications.

RESPONSIBILITIES

• Oversee case distribution, workload management, and team performance.
• Coach, mentor, and develop team members through training, feedback, and performance reviews.
• Provide guidance to team members in office and remote.
• Support and resolve escalated customer, supplier, and service recovery issues.
• Collaborate with Vacation Coordinators, Sales, Product, Operations, Tech, and Suppliers to resolve issues and improve processes.
• Support hiring, onboarding, and training of new team members.
• Create and maintain training materials and operational procedures.
• Ensure compliance with company policies, supplier agreements, and Terms & Conditions.
• Identify and implement process improvements that enhance efficiencies, customer experiences and team productivity
• Assist with scheduling, reporting, departmental projects, and resource planning.
• Foster a positive, accountable, and customer-focused team culture and environment.
• Support the implementation of new tools, processes, and initiatives.
• Work closely with the LH Leadership Team to support departmental projects.
• Contribute to the success and growth of the Customer Experience department and business.
• Build positive working relationships across teams and departments.
• Promote continuous improvement through new ideas, innovation, and operational efficiencies.
• Demonstrate ownership, accountability, professionalism, and adaptability.
• Maintain confidentiality of customer, employee, and company information.
• Participate in ongoing learning and professional development.
• Complete additional duties and special projects as assigned.
• Work scheduled shifts, including evenings, weekends, holidays, and occasional overtime as required, especially during Emergency Operations.

REQUIREMENTS

• Strong verbal and written communication skills.
• Exceptional attention to detail, organization, and time management.
• Proven problem-solving and decision-making abilities.
• Commitment to delivering excellent customer service and building strong supplier relationships.
• Collaborative team player with an openness to feedback and growth.
• Adaptable and comfortable leading through change.
• Minimum 3 years of Customer Service experience in the travel industry.
• Strong knowledge of Canadian travel products.
• Proficiency with Salesforce and Microsoft Office.
• Ability to maintain confidentiality and exercise sound judgment.

REWARDS

You may be eligible to receive the following benefits, based on your contract type:

• 3 weeks vacation (4 weeks after your first year)
• Extended health benefits package
• Applauz Recognition
• Comprehensive employee assistance program
• Great working hours
• Friendly and fun team environment with company celebrations and social events
• Access to Canadian travel industry discounts!
• DE&I initiatives and events
• Community (volunteer) Hours

DIVERSITY, EQUITY, AND INCLUSION

We are an equal opportunity workplace. We strongly encourage applications from under-represented communities, diverse backgrounds, identities, and experiences. We don’t judge based on race, religion, ethnic background, sexual orientation, age, marital status, disability, gender identity or anything else that you might bring to the table. We don’t care about where you went to college, your degree, your age, or what names you might have on your resume. Instead, we’re looking for motivated, compassionate people who can execute from the ground up. We also know that everyone has a unique career journey and experience comes in many forms.

Officially Great Place to Work® CertifiedTM 2022/2023

Officially Great Place to Work® CertifiedTM 2023/2024

Officially Great Place to Work® CertifiedTM 2024/2025

Officially Great Place to Work® CertifiedTM 2025/2026

Officially Great Place to Work® CertifiedTM 2026/2027

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