Service Dispatch Lead

Service Dispatch Lead

About Clearbridge

At Clearbridge, we don't just provide services - we build trust. Every customer interaction is an opportunity to show that someone truly gets it. That we're listening. That we care. We're a team that thrives on solving real problems for real people, not just checking boxes. If you're the kind of person who lights up when a customer says, "Thank you, you really understood what I needed," then you're going to love it here.

Role Mission

As our Service Dispatch Lead, you are the heartbeat of our customer experience. You're not just answering calls - you're the person who gets it. You connect the dots between what customers say and what they actually need. You spot patterns others miss. You turn chaos into clarity and ensure nothing falls through the cracks.

This is a people role. You'll work with each of our customers making sure every request lands in the right hands, with the right context, at the right time. You'll turn frustrated customers into loyal advocates and recurring issues into permanent fixes.

Translation:  You're the glue that holds our service experience together - and customers notice.

The Ideal Candidate

Our perfect Service Dispatch Lead is someone who:

• Thrives on human connection - You don't just manage requests; you build rapport in minutes and make customers feel genuinely heard.


• Sees the bigger picture - You don't stop at the surface. You ask, "Why is this happening again?" and help solve root causes.


• Stays calm under pressure - Even when things are on fire, you're the steady voice customers trust.


• Loves being visible - You're energized by constant interaction, not drained by it.


• Connects dots naturally - You notice trends, spot themes, and help teams work smarter, not harder.


• Communicates like a pro - Clear, confident, and professional - whether you're talking to a frustrated customer or briefing leadership.

You don't need to be a tech wizard. But you do need to be curious, relational, and obsessed with making customers' lives easier.

Responsibilities & Expectations

Customer Obsession in Action

• Be the first voice customers hear - calm, confident, and ready to help


• Take time to truly understand the request before routing it


• Build trust fast by listening actively, asking thoughtful questions, and making customers feel like they're in good hands


• Handle high-stakes or sensitive situations with grace and professionalism

Dispatch & Coordination Excellence

• Own the intake, prioritization, and routing of all incoming service requests


• Serve as the central dispatch hub across IT Services, Professional Services, Development, and Marketing Services


• Act as pod lead for assigned customers, coordinating work across delivery roles to ensure seamless handoffs and aligned priorities


• Translate vague or urgent customer needs into clear, actionable context for delivery teams


• Validate requests for urgency, scope, and impact before dispatching

Pattern Recognition & Problem Solving

• Spot recurring issues and underlying problems contributing to repeat tickets


• Connect day-to-day requests to broader service trends and help teams move beyond surface-level fixes


• Identify opportunities for sales support and proactive customer engagement


• Support escalation management by framing issues accurately and ensuring swift resolution

Culture Champion

• Model Clearbridge's customer-obsessed mindset in every interaction


• Be the example of what "getting it right" looks like for the team

Required Experience & Skills

• 4 to 6+ years in a customer-facing service, coordination, or operations role


• Experience in managed services, consulting, or fast-paced service environments strongly preferred


• Exceptional verbal and written communication skills - professional, approachable, and crystal clear


• Demonstrated ability to listen actively, ask smart questions, and synthesize information quickly


• High emotional intelligence - you navigate complex or frustrated customers with ease


• Strong judgment and confidence in prioritizing work in real time


• Natural curiosity about how businesses operate and how issues connect across teams


• Energized by being highly visible - you love interacting with people all day long

Benefits/Perks

• Competitive salary and benefits package


• Professional development opportunities and training


• A team that genuinely values your ideas and your impact


• The satisfaction of knowing you're making customers' days better - every single day

Location

This is an in-person role based in Abbotsford, BC.