185 Customer Service Representatives jobs in Burnaby

Job Description

Job Summary:

The Client Services Lead will oversee and assist customer success employees in the performance of their job duties such as responding to customer inquiries and resolving issues or complaints.

• Help build the infrastructure and standard operating procedures for the department
• Help create company guidelines particularly related to quality of service
• Manage the department and ensure the team complies with company guidelines particularly related to quality of service.
• Prepare knowledge-based documents such as summaries and responses to frequently asked questions.
• Hire entry-level customer success employees.
• Train new employees in the company's customer service policies, procedures, and best practices.
• Organize and oversee the schedules and work of the department.
• Conduct performance evaluations that are timely and constructive.
• Handle discipline and termination of employees as needed and in accordance with company policy.
• Monitor or review calls or other correspondence between representatives and customers.
• Ensure that representatives are informed about changes to company products and services.
• Collect data and prepares reports on customer complaints and inquiries.
• Prepare monthly reports summarizing the assigned customer success teams performance.
• Assist with budget preparation for the Customer Success department.
• Perform other related duties as assigned.

• Bachelor's degree in business, technology or similar
• At least five years of customer success experience required.
• At least two years of experience in a supervisory role preferred.
• At least two years of experience in customer service or customer success in the manufacturing industry
• Excellent communication and presentation skills
• Must be personable and enjoy working with people in an entirely customer-facing role
• Knowledge of project management/delivery methods and tools
• Organized, detail-oriented, and able to support many clients at once. Ability to deal with ambiguity and structure the unstructured
• Demonstrated ability to work both collaboratively as part of a team and independently with minimal supervision
• Strong problem resolution skills and proven ability to engage and interact with internal teams to resolve client issues
• Work logically to diagnose and resolve basic to intermediate issues and recognize circumstances that require escalation
• Comfortable using and learning software, including MS Office (Excel), multiple internet browsers, ticketing/tracking systems
• Experience in the Food & Beverage or Consumer Packaged Goods domain preferred
• Experience with Salesforce (or other CRM) desired
• Ability to travel (job requires up to 30% travel)
• Comfortable working as needed in a remote environment with video-conferencing tools
• Excellent management and supervisory skills.
• Excellent verbal and written communication skills.
• Extensive knowledge of customer service procedures and principles.
• Organized with attention to detail.
• Ability to resolve customer complaints and issues while maintaining a professional and calm demeanour.
• Ability to coach and mentor customer success representatives.

Job Description

Job Summary:

The Client Services Lead will oversee and assist customer success employees in the performance of their job duties such as responding to customer inquiries and resolving issues or complaints.

• Help build the infrastructure and standard operating procedures for the department
• Help create company guidelines particularly related to quality of service
• Manage the department and ensure the team complies with company guidelines particularly related to quality of service.
• Prepare knowledge-based documents such as summaries and responses to frequently asked questions.
• Hire entry-level customer success employees.
• Train new employees in the company's customer service policies, procedures, and best practices.
• Organize and oversee the schedules and work of the department.
• Conduct performance evaluations that are timely and constructive.
• Handle discipline and termination of employees as needed and in accordance with company policy.
• Monitor or review calls or other correspondence between representatives and customers.
• Ensure that representatives are informed about changes to company products and services.
• Collect data and prepares reports on customer complaints and inquiries.
• Prepare monthly reports summarizing the assigned customer success teams performance.
• Assist with budget preparation for the Customer Success department.
• Perform other related duties as assigned.

• Bachelor's degree in business, technology or similar
• At least five years of customer success experience required.
• At least two years of experience in a supervisory role preferred.
• At least two years of experience in customer service or customer success in the manufacturing industry
• Excellent communication and presentation skills
• Must be personable and enjoy working with people in an entirely customer-facing role
• Knowledge of project management/delivery methods and tools
• Organized, detail-oriented, and able to support many clients at once. Ability to deal with ambiguity and structure the unstructured
• Demonstrated ability to work both collaboratively as part of a team and independently with minimal supervision
• Strong problem resolution skills and proven ability to engage and interact with internal teams to resolve client issues
• Work logically to diagnose and resolve basic to intermediate issues and recognize circumstances that require escalation
• Comfortable using and learning software, including MS Office (Excel), multiple internet browsers, ticketing/tracking systems
• Experience in the Food & Beverage or Consumer Packaged Goods domain preferred
• Experience with Salesforce (or other CRM) desired
• Ability to travel (job requires up to 30% travel)
• Comfortable working as needed in a remote environment with video-conferencing tools
• Excellent management and supervisory skills.
• Excellent verbal and written communication skills.
• Extensive knowledge of customer service procedures and principles.
• Organized with attention to detail.
• Ability to resolve customer complaints and issues while maintaining a professional and calm demeanour.
• Ability to coach and mentor customer success representatives.

Job Description

Job Summary:

The Client Services Lead will oversee and assist customer success employees in the performance of their job duties such as responding to customer inquiries and resolving issues or complaints.

• Help build the infrastructure and standard operating procedures for the department
• Help create company guidelines particularly related to quality of service
• Manage the department and ensure the team complies with company guidelines particularly related to quality of service.
• Prepare knowledge-based documents such as summaries and responses to frequently asked questions.
• Hire entry-level customer success employees.
• Train new employees in the company's customer service policies, procedures, and best practices.
• Organize and oversee the schedules and work of the department.
• Conduct performance evaluations that are timely and constructive.
• Handle discipline and termination of employees as needed and in accordance with company policy.
• Monitor or review calls or other correspondence between representatives and customers.
• Ensure that representatives are informed about changes to company products and services.
• Collect data and prepares reports on customer complaints and inquiries.
• Prepare monthly reports summarizing the assigned customer success teams performance.
• Assist with budget preparation for the Customer Success department.
• Perform other related duties as assigned.

• Bachelor's degree in business, technology or similar
• At least five years of customer success experience required.
• At least two years of experience in a supervisory role preferred.
• At least two years of experience in customer service or customer success in the manufacturing industry
• Excellent communication and presentation skills
• Must be personable and enjoy working with people in an entirely customer-facing role
• Knowledge of project management/delivery methods and tools
• Organized, detail-oriented, and able to support many clients at once. Ability to deal with ambiguity and structure the unstructured
• Demonstrated ability to work both collaboratively as part of a team and independently with minimal supervision
• Strong problem resolution skills and proven ability to engage and interact with internal teams to resolve client issues
• Work logically to diagnose and resolve basic to intermediate issues and recognize circumstances that require escalation
• Comfortable using and learning software, including MS Office (Excel), multiple internet browsers, ticketing/tracking systems
• Experience in the Food & Beverage or Consumer Packaged Goods domain preferred
• Experience with Salesforce (or other CRM) desired
• Ability to travel (job requires up to 30% travel)
• Comfortable working as needed in a remote environment with video-conferencing tools
• Excellent management and supervisory skills.
• Excellent verbal and written communication skills.
• Extensive knowledge of customer service procedures and principles.
• Organized with attention to detail.
• Ability to resolve customer complaints and issues while maintaining a professional and calm demeanour.
• Ability to coach and mentor customer success representatives.

Job Description

Job Summary:

The Client Services Lead will oversee and assist customer success employees in the performance of their job duties such as responding to customer inquiries and resolving issues or complaints.

• Help build the infrastructure and standard operating procedures for the department
• Help create company guidelines particularly related to quality of service
• Manage the department and ensure the team complies with company guidelines particularly related to quality of service.
• Prepare knowledge-based documents such as summaries and responses to frequently asked questions.
• Hire entry-level customer success employees.
• Train new employees in the company's customer service policies, procedures, and best practices.
• Organize and oversee the schedules and work of the department.
• Conduct performance evaluations that are timely and constructive.
• Handle discipline and termination of employees as needed and in accordance with company policy.
• Monitor or review calls or other correspondence between representatives and customers.
• Ensure that representatives are informed about changes to company products and services.
• Collect data and prepares reports on customer complaints and inquiries.
• Prepare monthly reports summarizing the assigned customer success teams performance.
• Assist with budget preparation for the Customer Success department.
• Perform other related duties as assigned.

• Bachelor's degree in business, technology or similar
• At least five years of customer success experience required.
• At least two years of experience in a supervisory role preferred.
• At least two years of experience in customer service or customer success in the manufacturing industry
• Excellent communication and presentation skills
• Must be personable and enjoy working with people in an entirely customer-facing role
• Knowledge of project management/delivery methods and tools
• Organized, detail-oriented, and able to support many clients at once. Ability to deal with ambiguity and structure the unstructured
• Demonstrated ability to work both collaboratively as part of a team and independently with minimal supervision
• Strong problem resolution skills and proven ability to engage and interact with internal teams to resolve client issues
• Work logically to diagnose and resolve basic to intermediate issues and recognize circumstances that require escalation
• Comfortable using and learning software, including MS Office (Excel), multiple internet browsers, ticketing/tracking systems
• Experience in the Food & Beverage or Consumer Packaged Goods domain preferred
• Experience with Salesforce (or other CRM) desired
• Ability to travel (job requires up to 30% travel)
• Comfortable working as needed in a remote environment with video-conferencing tools
• Excellent management and supervisory skills.
• Excellent verbal and written communication skills.
• Extensive knowledge of customer service procedures and principles.
• Organized with attention to detail.
• Ability to resolve customer complaints and issues while maintaining a professional and calm demeanour.
• Ability to coach and mentor customer success representatives.

Job Description

Salary: 80,000

The Opportunity:

Were at a pivotal stage of growthand looking for someone who wants to grow with us.

The Why:

• A competitive base salary
• A rapidly growing organization with genuine opportunities for career advancement and ongoing skill development
• Comprehensive health and wellness benefits
• 5 Paid personal days
• Paid volunteer time
• A balanced hybrid schedule focused on in-office collaboration while benefiting from one remote workday per week
• Frequent team events & activities
• Summer Fridays

The Who:

Fintel Connect is focused on making a meaningful impact. As a leading full-service affiliate marketing solution for financial institutions across North America, were building a team of driven, thoughtful people who want to help shape the future of performance marketingand see the results of their work in real time.

Is it you we are looking for? (Must have agency experience)

As the Client Service Manager for the Client Services team, you will lead a small pod of direct reports, including Senior Account Coordinators and/or Account Coordinators, focusing on people management and performance enhancement. You will provide mentorship, conduct 1:1 meetings, manage KPIs, and align team objectives with business goals through the OKR framework. In addition to managing your team, you will own your own accounts, developing tailored strategies that drive client success while overseeing reporting processes to ensure effective communication of insights and results.

In this role, you will collaborate closely with the Client Services leadership team to enhance client engagement and satisfaction. You will oversee comprehensive affiliate marketing management responsibilities for financial clients, including the development of tailored strategies, advanced performance reporting, management of affiliate relationships, project tracking, and the facilitation of targeted campaigns designed to meet client objectives and enhance revenue growth. As a trusted resource for both your team and clients, you will facilitate problem-solving and effective communication, enabling your team to achieve client objectives and contribute to the overall success of your and their affiliate programs.

The Responsibilities:

Team Leadership & Development:

• Foster a collaborative and trust-driven environment where team members can thrive.
• Mentor, train, and guide team members to ensure consistent professional growth and knowledge-sharing across the team.
• Provide support through regular performance reviews, KPI management, and alignment on goals (OKRs) to drive team success.
• Ensure the quality and timely delivery of work by the implementation team, leading by example to cultivate an inclusive, positive, and high-performing team culture.

Client Strategy & Management:

• Develop and execute strategic plans that align with client goals and revenue targets.
• Maintain strong relationships with key client stakeholders, positioning yourself as a trusted advisor.
• Handle client escalations, mitigate churn risks, and support the team in resolving errors and challenging client situations to maintain client satisfaction.
• Manage and support technical optimizations, disruptions, and cross-departmental initiatives to ensure client satisfaction.
• Lead and support the new client onboarding process to ensure timely, efficient, and effective integration, delivering a seamless experience within the agreed SLA.
• Identify and capitalize on upselling opportunities for Fintel Connect products and services within client portfolios.
• Develop and execute program strategies for both your clients and of your pods, ensuring alignment with client goals and KPIs

Operational Excellence:

• Demonstrate technical expertise in tracking systems and product functionality, ensuring timely resolution of issues as they arise, including data integration, performance tracking, troubleshooting, and platform optimization.
• Maintain a deep understanding of Fintel Connects business needs and client objectives to continuously drive results.
• Collaborate with other departments to support marketing, sales, and technical needs, as required.

• Demonstrate expertise in all Fintel Connect products, including newly launched offerings. Stay informed and educated on product changes, updates, and new features to provide the best possible service to clients and ensure accurate communication across teams.

• Provide reporting on pod performance metrics per client, ensuring accuracy and timely monitoring of results.

The Qualifications:

• Bachelors degree in Marketing, Business Administration, Communications, or a related field (required); masters degree or postgraduate certification in Digital Marketing or Management (preferred)
• Minimum of 5 years experience in client services, account management, or performance marketing, ideally within affiliate or digital marketing
• At least 2 years of direct people management experience, including team leadership, performance coaching, and development
• Proven ability to manage and grow client relationships through strategic planning, execution, and results-driven reporting
• Experience working with KPIs and using the OKR framework to drive alignment between team performance and business objectives
• Background in affiliate marketing for financial services or similarly regulated industries (highly preferred)
• Proficiency with marketing analytics tools and CRM platforms such as Salesforce, HubSpot, or similar
• Strong cross-functional collaboration skills, especially with analytics, creative, and product teams

At Fintel Connect, we are committed to fostering a diverse and inclusive workplace as an equal opportunity employer. We embrace individuals of all backgrounds, ensuring that everyone has the opportunity to thrive and succeed. Join us and be part of a team shaping the future of growth in the financial sector. For more about us, visit our website: Fintel Connect

Job Description

Job Summary:

The Client Services Lead will oversee and assist customer success employees in the performance of their job duties such as responding to customer inquiries and resolving issues or complaints.

• Help build the infrastructure and standard operating procedures for the department
• Help create company guidelines particularly related to quality of service
• Manage the department and ensure the team complies with company guidelines particularly related to quality of service.
• Prepare knowledge-based documents such as summaries and responses to frequently asked questions.
• Hire entry-level customer success employees.
• Train new employees in the company's customer service policies, procedures, and best practices.
• Organize and oversee the schedules and work of the department.
• Conduct performance evaluations that are timely and constructive.
• Handle discipline and termination of employees as needed and in accordance with company policy.
• Monitor or review calls or other correspondence between representatives and customers.
• Ensure that representatives are informed about changes to company products and services.
• Collect data and prepares reports on customer complaints and inquiries.
• Prepare monthly reports summarizing the assigned customer success teams performance.
• Assist with budget preparation for the Customer Success department.
• Perform other related duties as assigned.

• Bachelor's degree in business, technology or similar
• At least five years of customer success experience required.
• At least two years of experience in a supervisory role preferred.
• At least two years of experience in customer service or customer success in the manufacturing industry
• Excellent communication and presentation skills
• Must be personable and enjoy working with people in an entirely customer-facing role
• Knowledge of project management/delivery methods and tools
• Organized, detail-oriented, and able to support many clients at once. Ability to deal with ambiguity and structure the unstructured
• Demonstrated ability to work both collaboratively as part of a team and independently with minimal supervision
• Strong problem resolution skills and proven ability to engage and interact with internal teams to resolve client issues
• Work logically to diagnose and resolve basic to intermediate issues and recognize circumstances that require escalation
• Comfortable using and learning software, including MS Office (Excel), multiple internet browsers, ticketing/tracking systems
• Experience in the Food & Beverage or Consumer Packaged Goods domain preferred
• Experience with Salesforce (or other CRM) desired
• Ability to travel (job requires up to 30% travel)
• Comfortable working as needed in a remote environment with video-conferencing tools
• Excellent management and supervisory skills.
• Excellent verbal and written communication skills.
• Extensive knowledge of customer service procedures and principles.
• Organized with attention to detail.
• Ability to resolve customer complaints and issues while maintaining a professional and calm demeanour.
• Ability to coach and mentor customer success representatives.

Job Description

Job Summary:

The Client Services Lead will oversee and assist customer success employees in the performance of their job duties such as responding to customer inquiries and resolving issues or complaints.

• Help build the infrastructure and standard operating procedures for the department
• Help create company guidelines particularly related to quality of service
• Manage the department and ensure the team complies with company guidelines particularly related to quality of service.
• Prepare knowledge-based documents such as summaries and responses to frequently asked questions.
• Hire entry-level customer success employees.
• Train new employees in the company's customer service policies, procedures, and best practices.
• Organize and oversee the schedules and work of the department.
• Conduct performance evaluations that are timely and constructive.
• Handle discipline and termination of employees as needed and in accordance with company policy.
• Monitor or review calls or other correspondence between representatives and customers.
• Ensure that representatives are informed about changes to company products and services.
• Collect data and prepares reports on customer complaints and inquiries.
• Prepare monthly reports summarizing the assigned customer success teams performance.
• Assist with budget preparation for the Customer Success department.
• Perform other related duties as assigned.

• Bachelor's degree in business, technology or similar
• At least five years of customer success experience required.
• At least two years of experience in a supervisory role preferred.
• At least two years of experience in customer service or customer success in the manufacturing industry
• Excellent communication and presentation skills
• Must be personable and enjoy working with people in an entirely customer-facing role
• Knowledge of project management/delivery methods and tools
• Organized, detail-oriented, and able to support many clients at once. Ability to deal with ambiguity and structure the unstructured
• Demonstrated ability to work both collaboratively as part of a team and independently with minimal supervision
• Strong problem resolution skills and proven ability to engage and interact with internal teams to resolve client issues
• Work logically to diagnose and resolve basic to intermediate issues and recognize circumstances that require escalation
• Comfortable using and learning software, including MS Office (Excel), multiple internet browsers, ticketing/tracking systems
• Experience in the Food & Beverage or Consumer Packaged Goods domain preferred
• Experience with Salesforce (or other CRM) desired
• Ability to travel (job requires up to 30% travel)
• Comfortable working as needed in a remote environment with video-conferencing tools
• Excellent management and supervisory skills.
• Excellent verbal and written communication skills.
• Extensive knowledge of customer service procedures and principles.
• Organized with attention to detail.
• Ability to resolve customer complaints and issues while maintaining a professional and calm demeanour.
• Ability to coach and mentor customer success representatives.

Job Description

Job Summary:

The Client Services Lead will oversee and assist customer success employees in the performance of their job duties such as responding to customer inquiries and resolving issues or complaints.

• Help build the infrastructure and standard operating procedures for the department
• Help create company guidelines particularly related to quality of service
• Manage the department and ensure the team complies with company guidelines particularly related to quality of service.
• Prepare knowledge-based documents such as summaries and responses to frequently asked questions.
• Hire entry-level customer success employees.
• Train new employees in the company's customer service policies, procedures, and best practices.
• Organize and oversee the schedules and work of the department.
• Conduct performance evaluations that are timely and constructive.
• Handle discipline and termination of employees as needed and in accordance with company policy.
• Monitor or review calls or other correspondence between representatives and customers.
• Ensure that representatives are informed about changes to company products and services.
• Collect data and prepares reports on customer complaints and inquiries.
• Prepare monthly reports summarizing the assigned customer success teams performance.
• Assist with budget preparation for the Customer Success department.
• Perform other related duties as assigned.

• Bachelor's degree in business, technology or similar
• At least five years of customer success experience required.
• At least two years of experience in a supervisory role preferred.
• At least two years of experience in customer service or customer success in the manufacturing industry
• Excellent communication and presentation skills
• Must be personable and enjoy working with people in an entirely customer-facing role
• Knowledge of project management/delivery methods and tools
• Organized, detail-oriented, and able to support many clients at once. Ability to deal with ambiguity and structure the unstructured
• Demonstrated ability to work both collaboratively as part of a team and independently with minimal supervision
• Strong problem resolution skills and proven ability to engage and interact with internal teams to resolve client issues
• Work logically to diagnose and resolve basic to intermediate issues and recognize circumstances that require escalation
• Comfortable using and learning software, including MS Office (Excel), multiple internet browsers, ticketing/tracking systems
• Experience in the Food & Beverage or Consumer Packaged Goods domain preferred
• Experience with Salesforce (or other CRM) desired
• Ability to travel (job requires up to 30% travel)
• Comfortable working as needed in a remote environment with video-conferencing tools
• Excellent management and supervisory skills.
• Excellent verbal and written communication skills.
• Extensive knowledge of customer service procedures and principles.
• Organized with attention to detail.
• Ability to resolve customer complaints and issues while maintaining a professional and calm demeanour.
• Ability to coach and mentor customer success representatives.

Job Description

Job Summary:

The Client Services Lead will oversee and assist customer success employees in the performance of their job duties such as responding to customer inquiries and resolving issues or complaints.

• Help build the infrastructure and standard operating procedures for the department
• Help create company guidelines particularly related to quality of service
• Manage the department and ensure the team complies with company guidelines particularly related to quality of service.
• Prepare knowledge-based documents such as summaries and responses to frequently asked questions.
• Hire entry-level customer success employees.
• Train new employees in the company's customer service policies, procedures, and best practices.
• Organize and oversee the schedules and work of the department.
• Conduct performance evaluations that are timely and constructive.
• Handle discipline and termination of employees as needed and in accordance with company policy.
• Monitor or review calls or other correspondence between representatives and customers.
• Ensure that representatives are informed about changes to company products and services.
• Collect data and prepares reports on customer complaints and inquiries.
• Prepare monthly reports summarizing the assigned customer success teams performance.
• Assist with budget preparation for the Customer Success department.
• Perform other related duties as assigned.

• Bachelor's degree in business, technology or similar
• At least five years of customer success experience required.
• At least two years of experience in a supervisory role preferred.
• At least two years of experience in customer service or customer success in the manufacturing industry
• Excellent communication and presentation skills
• Must be personable and enjoy working with people in an entirely customer-facing role
• Knowledge of project management/delivery methods and tools
• Organized, detail-oriented, and able to support many clients at once. Ability to deal with ambiguity and structure the unstructured
• Demonstrated ability to work both collaboratively as part of a team and independently with minimal supervision
• Strong problem resolution skills and proven ability to engage and interact with internal teams to resolve client issues
• Work logically to diagnose and resolve basic to intermediate issues and recognize circumstances that require escalation
• Comfortable using and learning software, including MS Office (Excel), multiple internet browsers, ticketing/tracking systems
• Experience in the Food & Beverage or Consumer Packaged Goods domain preferred
• Experience with Salesforce (or other CRM) desired
• Ability to travel (job requires up to 30% travel)
• Comfortable working as needed in a remote environment with video-conferencing tools
• Excellent management and supervisory skills.
• Excellent verbal and written communication skills.
• Extensive knowledge of customer service procedures and principles.
• Organized with attention to detail.
• Ability to resolve customer complaints and issues while maintaining a professional and calm demeanour.
• Ability to coach and mentor customer success representatives.