Customer Service Team Lead

Yo, Merlin: Want to sprinkle a little magic into our customer success center? Do you believe that people come first, and that great service is the key to success? If you’re nodding your head, then we should talk. We’ve got a cracking opportunity for you to join our team as a Customer Service Team Lead.

Here’s the deal. We’re not your typical “call center”. We’re not interested in measuring our success by how quickly we can get people off the phone. We know that serving our customers with heart and soul is what sets us apart. That’s why we’re looking for someone who can help us take our customer success team to the next level. 

As our Customer Service Team Lead, you’ll have the chance to lead the most caring group of people you’ll ever meet. And you’ll empower them to help, truly help, each caller - whether it takes six minutes or sixty! You’ll also be part of a fast-paced environment where the adrenaline is high and the work is never dull. 

But it’s not just about the thrill of the job. We believe that supporting our clients on a daily basis is the key to success. That’s why we need someone who shares that belief and who is dedicated to helping people say ‘goodbye’ to the fear of bone loss

This incredible career opportunity will give you ALL the feels….

At AlgaeCal, we’re driven by a single idea. To end the fear of bone loss. In the United States, an estimated 54 million people have crumbling bones. And they’re scared. Scared of fractures. Scared of breaks. And, most of all, scared of losing their independence. 

The good news? AlgaeCal has the world’s only clinically-backed natural solution to this problem. We give hope to thousands of frightened people. If that excites you, you’ll find no better place to continue your career than at AlgaeCal. 

This job might be for you if you’ve got…

• 5+ amazing years under your belt in a Customer Service environment.
• 2+ years in Customer Service management. You’ve got an enviable track record at getting the most out of your team and skyrocketing performance.
• A yoda-like knowledge of CRM & Contact Center as a Solution (Talkdesk for example) and how to get the most out of these platforms. 
• A solid track record of coaching and developing your team’s customer service & sales skills, driving CSAT, conversion rates and average order value 
• The ability to identify areas of opportunity, develop a plan and implement to desired results
• A MASSIVE heart. You’ll be leading some of the most empathetic, caring, and kind people that you’ll ever meet. So if you’re not a genuinely decent human being, this isn’t the job for you.  
• A magnet-like ability to attract the very best players to join your team and retain them.
  
  

What Will You Earn? 

The salary for this position starts at $80,000 and can go up to $95,000 depending on your experience. If your salary expectations differ from this range, please let us know!

Other Goodies

• A generous healthcare package
• Monthly team events and activities
• Flexible Stat Holidays with the option to bank days for later use
• Weekly team lunches
• Hybrid work environment (we work from home 2 days a week, if you are Vancouver based)
• Casual dress code
• Incredible dog friendly, Yaletown office one block from SkyTrain
• Professional Development: You’ll get the opportunity to attend professional development conferences or workshops that will enhance your skills, expand your network, and drive your career forward with our support! And of course, we’ll cover your fees, accommodation, travel, meals, and any related materials or resources.

We think you should know: AlgaeCal is a hyper-growth company, which means that the role is always evolving as the company grows and expands. We are not a typical “transactional” thinking company. We are a heart based company built on values and where people come first. In order to be happy and successful here, you will need to have and demonstrate this mindset, work smart, hard and embrace everything that comes your way.

Our Customer Success Centre operates in Pacific Standard Time and the working hours for this role are Monday - Friday, 8am - 4pm PST.

How to apply 

So, do you have what it takes to become the next member of team AlgaeCal?

Job opportunities like this don’t come along often, and we’ve got a lot to offer our successful applicants. So, to make sure our future Customer Service Team Lead is the real-deal, will be a great fit, and will thrive at AlgaeCal, we ask a little more than your run-of-the-mill job application:

If this sounds like a position for you, please respond to this advertisement with your resume and cover letter. Please, read carefully:

1. Write a cover letter addressing:

1. Why you're the best Customer Service Team Lead for this role. Give quantifiable examples of related achievements.
2. Describe why you fit perfectly with our values. Read them: here
3. What's the toughest challenge you’ve ever overcome in your life? How did you overcome it?
4. What are the last three books you’ve read?
5. What do you do for fun?

2. Explain what you’re doing now for a job:

1. If you don’t have one, explain why.
2. If you have one, explain why you’re looking elsewhere.

3. Upload your cover letter and resume:

1. Ensure that your cover letter and resume are saved and sent as one file.

Yes, our hiring process is challenging, but it’s our way of selecting the best--and your way of ensuring your AlgaeCal teammates are tops.

Click the “Apply Now” button on this page and upload your cover letter and resume.

***Note: Please include your cover letter WITH your resume in one document.

Applications without a cover letter will not be read!

We are looking to hire as soon as we find the right person, so act quickly and you can also expect a prompt response.