Supervisor, Consumer Services

KIT Recruitment

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Supervisor, Consumer Services

Oakville, ON

IDj-6372Posted 9/9/2025

We are seeking a hands-on Supervisor, Consumer Service to lead and support a team of Associate Product Consultants. This role is critical in ensuring customers receive exceptional service while maintaining product knowledge, warranty standards, and seamless day-to-day operations.

Supervisor, Consumer Service - Job Details

Salary $77,000
Bilingual in French
10% annual target bonus
Required to be in office 1-2 days a week
Benefits first day of employment
3% RRSP contributions after 1 year of service, additional 5% matching of employee contributions

Supervisor, Consumer Service - Job Responsibilities

Oversee performance and provide mentorship for a team of 15–25 associates
Handle scheduling and maintain accuracy of timecards (Workday/IEX)
Collaborate closely with Contact Center Operations to meet service targets and resolve escalations
Drive team success by setting and monitoring efficiency, cost, and satisfaction goals
Lead and support sales and engagement initiatives that align with business priorities
Ensure compliance with audit requirements and internal procedures
Support team members with advanced customer issues and system troubleshooting (SAP/C4C)
Strengthen communication across internal groups such as Sales, Operations, Quality, and Product Compliance
Introduce and implement process improvements that enhance workflows
Recruit, train, and plan for succession to maintain optimal staffing levels
Promote continuous learning and professional growth for yourself and your team
Take on special projects as assigned and provide backup support to the Consumer Services Manager

Supervisor, Consumer Service - Job Qualifications

Fluency in French and English (written and verbal)
Minimum of 3 years of experience including supervisory leadership (call center background preferred)
Post-secondary education in Business or related field
Strong skills in MS Office (Word, Excel, PowerPoint)
Understanding of contact center tools, systems, and industry trends
Strong communicator and negotiator with the ability to engage at all levels
Consistent leadership presence both customer-facing and behind the scenes
Organizational strength and ability to multitask in a fast-paced environment
Innovative, solutions-oriented approach with strong change management ability
In-office attendance required 1–2 days a week (or as needed)

If you are ready to take on a leadership role where you can mentor, motivate, and elevate a consumer service team, we’d love to connect.

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