Customer Services Team Lead

Join the #ChangeMakers movement at ContactPoint360, where your creativity and passion aren’t just welcomed—they’re essential.

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About ContactPoint360

If you want to be the next CEO… we’re not joking.

Our CEO started on the phones as a customer service agent. Around here, nothing is impossible when you lead with curiosity, kindness, and the right mindset.

ContactPoint360 is a Canadian, people first company with 5,000 incredible humans across 12 countries. We’re proud that 70% of our leaders grew from within proof that growth isn’t just a promise, it’s our culture.

From day one, you’ll have a clear career path, real support, and a team that believes in your potential before you even see it yourself. We care about people and we’re big believers in building futures, not just filling roles.

If you’re hungry, if you care, if you want to build a real career instead of just collecting a paycheck, you’re in the right place. We’ll give you the tools, the mentorship, and the path from day one.

This is where potential turns into progression. welcome home.

Our Purpose:

Is to create the best human experience, ensuring the highest client satisfaction, and transforming clients’ customers into loyal advocates for life.

Check out our Youtube video:

https://youtu.be/AsPjX-5uyQQ

Team Lead, Client Services

Team Supervision & Leadership:

As a point of contact for clients, the Team Lead delivers exemplary customer service, addresses a variety of client needs (including account, transaction, and technical assistance) and proactively identifies opportunities to promote Client’s products and services.

The Team Lead also acts as a subject matter expert and support for the Client Services team, answering agent questions and escalating issues in a timely manner.

Expectations:

• Increased workload and project complexity require dedicated leadership. We also need someone to oversee the night shifts and work on weekends.
• A supervisor will improve communication flow, accountability, and performance tracking.
• This role will help with onboarding, mentoring, and professional development of team members.
• It will provide a clear escalation point for operational issues, reducing delays and improving efficiency.

Responsibilities:

• Oversee daily team operations and assign tasks.
• Monitor performance metrics and provide feedback.
• Serve as liaison between staff and management.
• Support training, development, and conflict resolution.
• Ensure compliance with company policies and procedures.

Qualifications/ Experience.

• College or university degree in related field
• 2-3years experience in customer service lead role 
• 6 months-1 year contact centre experience

We value our employees by providing:

• Competitive salaries
• Employee Recognition program
• Paid training
• Career advancement opportunities
• Health Insurance
• Employee referral program
• Lunch Subsidy

All applicants should be 18 years or older and must have a valid Government-issued photo ID, TRN & NIS. Successful candidates must be able to furnish a police record and pass an employment background check.