Customer Experience Team Lead

About the Company

BIS Safety Software is a SaaS business focused on improving how organizations handle safety training, learning, and compliance. The company places strong value on the people behind the product and is looking for someone who will put customers first while helping a high-performing service team thrive.

About the Role

This opportunity is suited to someone who enjoys working with people and technology, and who wants to grow into a leadership role by combining empathy, ownership, and a willingness to learn. The initial focus will be on building strong product and customer knowledge while working directly on calls and tickets with the team. As you settle in, the position expands into broader team-lead responsibilities such as coaching, performance reviews, and operational oversight.

What You Will Do

• Guide and support the Customer Experience team while building a service culture centered on customer satisfaction and strong team results.
• Conduct regular one-on-one check-ins to coach, develop, and support team members.
• Oversee daily workflow, including scheduling, call and ticket reviews, PM case reviews, and coordination with other departments.
• Track and interpret performance indicators such as response time, CSAT, call quality, and missed calls, then use those insights to improve outcomes.
• Step in directly on calls and tickets when volume is high or issues are more complex.
• Act as a go-to resource for team questions, offering prompt, constructive, and supportive feedback.
• Help introduce and adopt new tools and technologies, including AI initiatives such as Ask Amy, while contributing to documentation and process updates.
• Strengthen team stability and growth through proactive involvement, open feedback, and continuous improvement efforts.
• Support risk and compliance activities and share insights with leadership to keep work aligned with business priorities.

What They Are Looking For

The ideal candidate brings strong emotional intelligence and leads with empathy and compassion. Experience in SaaS, technical support, or another customer-facing, service-heavy environment is valuable, though backgrounds in retail, hospitality, and similar fields are also considered relevant. The company wants someone motivated by helping both customers and teammates, with strong communication skills and the ability to coach others on tone, professionalism, and empathy.

Leadership experience is important, especially if it shows initiative, follow-through, and a sense of ownership rather than simple task completion. You should be comfortable receiving feedback, adapting to change, working in fast-moving and uncertain situations, and helping others grow. Humility, curiosity, and a willingness to ask questions are also key traits.

Bonus Experience

• Hands-on familiarity with Zendesk, Dialpad, or similar customer support systems.
• Practical understanding of CSAT and related customer experience metrics.
• Exposure to AI tools and interest in using technology to improve support delivery.

Compensation and Benefits

• Employee Stock Ownership Plan (ESOP).
• Comprehensive medical, dental, and vision coverage.
• Life insurance and disability insurance.
• Health spending account.
• Flexible working hours.
• On-the-job training and development opportunities.
• Free on-site parking.

About BIS Safety Software

BIS Safety Software has been based in Sherwood Park, Alberta since 2006. The company builds software that helps organizations manage safety training, learning, and compliance, and it continues to grow.

Internally, the company avoids using job titles and instead emphasizes humility and contribution over hierarchy. It also values speed, adaptability, and real ownership of work. Through the ESOP, employees have the opportunity to own part of the business they help build.

Application Notes

Candidates are encouraged to include a cover letter or share examples of any people leadership or customer experience background when applying. Only shortlisted applicants will be contacted for interviews.

Job ID: L202607-08CTL.

The hiring process may include AI tools to help review applications, analyze resumes, and check responses for consistency or verification signals. These tools support the recruitment team but do not replace human judgment. Final hiring decisions are made by people. If you want more information about how your data is used, you may contact the company directly.

Salary is experience-based and reflects the specific skills each person brings to the role.