Role Overview AlgaeCal is a fast‑growing company dedicated to ending the fear of bone loss. We are looking for a Customer Service Team Lead to drive top‑level customer success and empower a group of caring, high‑performing professionals. Key Responsibilities Lead and develop the customer service team, ensuring outstanding service and consistent performance. Coach team members on customer‑service and sales skills to improve CSAT, conversion rates, and average order value. Analyze performance data, identify opportunities for improvement, and implement actionable plans. Recruit, retain, and grow the best talent into the team. Maintain a "heart‑based" culture, steering the team toward empathy and excellent customer experiences. Qualifications 5+ years in a customer‑service environment. 2+ years of customer‑service management and proven results in team performance. Strong knowledge of CRM & contact‑center solutions (e.g., Talkdesk). Track record of coaching, driving CSAT, conversion rates, and order value. Ability to assess gaps, create plans, and execute to achieve desired results. Exceptional empathy and genuine caring for people. Ability to attract and retain high‑quality team members. Compensation & Benefits Salary ranges from $80,000 to $95,000, commensurate with experience. Monthly team events and activities Flexible statutory holidays with the option to bank days Weekly team lunches Hybrid work environment with two days from home (Vancouver‑based) Casual dress code Dog‑friendly Yaletown office near SkyTrain Professional development budget for conferences, workshops, and travel Work Schedule Pacific Standard Time, Monday–Friday, 8:00 am–4:00 pm PST. #J-18808-Ljbffr