lisa@bellsofsteel.com in Calgary, Alberta at Bells of Steel Inc.

About Bells of Steel Inc.

At Bells of Steel, our passion is working together to make strength training accessible to all — and having fun doing it! We exemplify this through our core values of Adaptability, Teamwork, and Customer Centricity.

We promote a supportive and collaborative workplace culture with a focus on keeping our team happy and high-performing, leading to an excellent customer experience and extremely low employee turnover. If you feel passionate about these values, be sure to apply.

About the role

Are you a people-first leader who knows that a great customer support team starts with great management? Do you thrive on coaching, developing, and bringing out the best in a team — including people you don't sit next to every day? If so, we're looking for you to join us as our Customer Support Manager.

In this role, you'll lead our Customer Support department, much of which works remotely. You'll provide clear direction, steady coaching, and the kind of support that keeps a distributed team connected, motivated, and performing at a high level. You'll set priorities, remove obstacles, and build a culture of trust and accountability.

Technical fluency matters too — you'll own our customer support software and use data to keep improving — but your ability to lead people well is what will make you successful here. This is a hybrid role based out of either our Toronto or Calgary location.

What you'll do

Lead and develop a remote team

• Manage, coach, and mentor a distributed customer support team — keeping people connected, motivated, and clear on expectations even when they're not in the same room.
• Cultivate a culture of trust and transparency: encourage open dialogue, empower team members to contribute ideas and take calculated risks, and create a supportive environment where challenges are surfaced and addressed early.
• Guide team members in understanding their daily responsibilities and job expectations, ensuring clarity and focus across the team.
• Anticipate and resolve challenges your team faces, removing roadblocks promptly.
• Conduct weekly department meetings to review performance, address concerns, and set goals.
• Manage scheduling and payroll for the support team, ensuring compliance with company policies and procedures.
• Continuously grow and develop your own product knowledge and that of your team

Own the customer experience

• Act as a primary point of contact for escalated customer concerns, handling challenging situations with resilience and professionalism.
• Leverage AI to monitor customer ratings and feedback, proactively addressing issues to maintain high levels of satisfaction and close gaps
• Coach the team to deliver exceptional service through concise, relevant communication and a genuine passion for fitness.
• Track and maintain Customer Support KPIs to uphold performance standards.
• Drive Unreasonable Hospitality mindset and approach through all customer touchpoints
• Surface customer feedback to inform improvements across the whole customer journey - marketing, website, fulfillment, shipping

Manage tools, process, and cross-team coordination

• Manage and optimize our customer support software, Gorgias — including delegation, automations, and collecting data to improve our products and processes.
• Manage the interface between Customer Support and the warehouse team, facilitating seamless communication to maintain efficiency and prevent processing delays.
• Continuously improve our CS process by keeping up with and applying industry best practices and trends.
• Identify resource needs and priorities, collaborating with leadership to optimize departmental resources effectively.

Qualifications

People leadership:

• Proven experience leading and developing a team, ideally a remote or distributed one. You know how to keep people engaged, accountable, and supported from a distance.
• A coaching mindset and strong emotional intelligence — you build trust quickly and bring calm to high-pressure situations.
• Excellent verbal and written communication skills, with the ability to communicate effectively with both internal teams and customers.

Experience and technical fluency:

• At least 3 years of customer service experience in an ecommerce environment.
• Comfort and confidence with technology: strong computer proficiency (MS Office — Word, Excel, and Outlook) and experience using customer support software like Gorgias.
• Regular use of AI tools like Claude or ChatGPT, as well as AI-CS tools like Yuma
• A continuous-improvement mindset for using data and tools to make the team better.

Perks

• A positive work culture that values employees and respects their personal time (our last employee survey had 85% positive responses).
• 3 weeks of vacation, plus paid sick days.
• Every other Friday off (paid) during non-peak season.
• Health Spending Account.
• $1,000 home gym credit toward Bells of Steel equipment.