Customer Service Manager

Lead the charge in elevating customer experience at Intellijoint Surgical!
Type of Position:
Full-time - In-office presence required 4 days per week
Location:
Kitchener, ON
Benefits:
RRSP with employer match, health benefits (effective day-1!), wellness benefit, learning & development opportunities, paid vacation, personal days, and sick days
Salary Range:
$87k - $100k CAD *Individual placement within the salary range will be based on experience, skills, market data, and internal equity considerations
The CompanyIntellijoint Surgical develops effective and easy-to-use products to enhance orthopaedic surgeons' care and patients' lives. Today, Intellijoint technology lives in the operating room, helping surgeons improve implant positioning during hip and knee replacement surgeries. Our technology has been used in over 90,000 surgeries, helping us to gain real-world feedback from patients and surgeons to improve our products. We are seeking a Customer Service Manager to join our growing team to help bring innovative technologies to the market.
The PositionThe Customer Service Manager is a frontline leadership role at Intellijoint Surgical, responsible for ensuring the sales organization and customers receive timely, accurate, and high-quality support to win new business and effectively serve existing customers.
This role owns day-to-day execution and prioritization of all customer service activities and serves as the primary point of contact between the field and HQ. The Customer Service Manager ensures requests, issues, and feedback from the field are clearly understood, appropriately triaged, and resolved efficiently across Operations, Quality, Finance, and other internal teams.
As a snapshot, we are looking for someone who:
Thrives in fast-moving, execution-heavy environments
Takes ownership of outcomes and follows requests and issues through to resolution
Brings structure, clarity, and prioritization to complex, cross-functional work
Excels acting as the single point of contact between sales, customers, and internal teams
Cares deeply about responsiveness, accuracy, and service quality
Leads with empathy and goes the extra mile to be customer-centric
Key ResponsibilitiesCustomer Service Leadership
Lead the Customer Service team, setting daily and weekly priorities and ensuring consistent, high-quality execution
Work closely with Sales leadership to align on priorities and service standards
Partner with HQ departments to ensure customer service activities are well-coordinated and effective
Act as the primary advocate for customer and sales team needs, ensuring feedback is effectively communicated and addressed by cross-functional teams.
Sales Team Support
Oversee and support the daily execution of quotes, contracts, order, and return-related activities
Act as a primary support partner to the sales organization on day-to-day needs of Intellijoint's sales reps
Support onboarding and ongoing management of independent sales representatives
Ensure sales requests are handled accurately, consistently, and within standard timelines
Provide clear, timely communication to the sales team regarding status, next steps, and resolution
Intake, Triage, and Cross-Functional Execution
Own the intake of issues, requests, and feedback from the field and customers
Triage items appropriately across internal teams based on urgency, impact, and ownership
Coordinate cross-functional action to ensure complaints, feedback, and returns are resolved quickly and effectively
Serve as the central point of communication between HQ teams and the sales organization
Ensure visibility, accountability, and follow-through on all open items and escalations
Identify recurring issues or risks and escalation patterns to leadership as needed
Process Execution and Improvement
Ensure customer service processes are followed consistently and operate effectively day-to-day
Track and report on core customer service KPIs, workload, and service performance trends
Provide input to the team's initiatives to improve Customer Service's processes and execution
Systems and Data
Act as the primary business owner and day-to-day user of key business systems, including CRM, ERP, and CLM
Ensure systems are used accurately and consistently to support customer service, operations, and sales execution
Partner with IT on system configuration, integrations, and enhancements
Resolve technical issues and system problems that sales, finance, and operations may encounter
Skills and Experience to Enable Success
Bachelor's degree in business or related field
5-10 years' progressive customer service, sales support, or commercial operations experience
Hands-on people leadership experience
Proficiency in CRM (Salesforce;
HubSpot) and ERP (NetSuite) tools
Trained or certified in Lean, Six Sigma, or related continuous improvement methodologies
Strong cross-functional collaboration experience in a growing business
Comfort operating in ambiguity and prioritizing competing demands
Excellent communication skills - clear, empathetic, and adaptable
Highly organized and detail-oriented with strong follow-through
Calm, solutions-oriented approach to issue management and escalation
Why Join Us?
It is unrealistic for us to believe we will find someone who fits this position 100%
Strong support towards career development and growth
Work with innovative products that can improve surgical outcomes and enhance patients' quality of life
Be ready to innovate!
Work alongside a highly talented and driven group of team members and colleagues organization-wide
Work in an environment with high transparency and collaboration, along with lots of fun and social activities
Be ok with change and share in our excitement as we scale
Flexibility so that you can do your best both at work and outside of it
Intellijoint Surgical is committed to creating an accessible and inclusive work environment. It is our policy to recruit and select applicants solely on the basis of their qualifications. We are an equal opportunity employer that hires talent regardless of age, race, creed, colour, religion, national origin, ancestry, marital status, sexual orientation, gender identity or expression, disability, or any other status or condition protected by applicable law.
Intellijoint Surgical encourages applications from all qualified candidates. Those in need of accommodation at any stage in the recruitment process should notify View email address on ca.hrm.tc. Any information received that relates to accommodation needs of a candidate will be addressed in a confidential manner.
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