Customer Service Shift Lead - Seasonal

Seasonal Customer Service Shift Lead

Copay is currently looking to hire a Seasonal Customer Service Shift Lead within our Buyatab division. This position falls under our Gift Card line of business and is located in Vancouver, Canada. In this role, you will support and guide the customer service team during shifts by coaching, motivating, and managing escalations from B2C customers in a timely and professional manner. You will report directly to the Customer Service Manager and regularly collaborate with operations, reporting, and client support teams.

How We Work

As a Seasonal Customer Service Shift Lead, Copay will set you up for success by providing:

• Assigned workspace in the Vancouver office (hybrid/onsite schedule as determined)
• Company-issued equipment
• Formal, hands-on training to learn our platforms, processes, and client standards

Role Responsibilities

The responsibilities of the role will include:

• Leading, motivating, and coaching team members during shifts
• Providing direction and feedback to workers to ensure high-quality service
• Managing and resolving day-to-day escalated inquiries from B2C customers
• Spotting trends in customer issues and flagging them to management
• Assisting with client escalation support when required
• Supporting management with monthly reporting tasks
• Fostering and maintaining the Buyatab culture and a positive team environment

Qualifications & Skills

• Excellent interpersonal communication skills, both written and verbal
• Strong attention to detail and accuracy
• Skilled in critical thinking and problem-solving with the ability to develop creative solutions
• Passionate about providing stellar customer service and professionalism
• Fast learner, adept at understanding and articulating new technologies
• Proficient in Microsoft Office Suite and internet research
• Familiarity with customer support tools and ticketing systems such as JIRA/Confluence, Zendesk, and Slack
• Prior experience in a customer-facing role (preferably in a SaaS environment) is an asset but not required

Benefits & Perks

• Comprehensive Benefits Package including, Medical, Dental, Vision and Paramedical benefits, as of day one
• Optional company match RRSP program
• Virtual fitness classes offered company-wide
• Time-off including major holidays, vacation, sick, personal, & volunteer time
• Discounted gym membership rate
• Philanthropic support with both local and national organizations
• Fun culture with company-wide contests and prizes

Equal Opportunity/Affirmative Action Employer

Copay is an Equal Opportunity Employer. Copay provides equal employment opportunities to all employees and applicants without regard to race, color, gender (including pregnancy), religion, national origin, ancestry, disability, age, sexual orientation, gender identity or expression, marital status, language, ancestry, genetic information, veteran and/or military status or any other group status protected by federal or local law. If you require reasonable accommodation for the application and/or interview process, please notify a representative of the Human Resources Department.

This salary range is provided for Canada, which requires such disclosure. Where a position or applicant may fall in a particular wage range depends on a number of factors, including but not limited to skill sets, experience, training, licenses and certifications (if applicable), and other business and organizational needs. The disclosed range has not been adjusted for the applicable geographic markets. At Copay, it is not typical for an individual to be hired at or near the top of the range for their role, and compensation decisions depend on the facts and circumstances of each case. The estimate of the minimum and maximum salary range is $20-$22 an hour.