Customer Support Operations Manager - Contact Centre

Customer Support Operations ManagerLocation:
Scarborough, ONJob Type:
Full-Time, PermanentSalary:
$75,000–$90,000 per year, depending on experienceSchedule:
Monday–FridayTravel:
No regular travel required;
possible bi-annual trips to Las Vegas
About the RoleAre you a Call Centre Manager or Customer Support Manager
who enjoys building strong teams, solving problems, and improving the way a business operates?
We’re looking for a hands-on
Customer Support Operations Manager
to lead our growing customer service team within a fast-paced
online auction and technology-enabled business .
This is not a role where you simply monitor a team from a distance. You’ll be expected to learn our platform, understand our customers, solve problems, improve processes, coach employees, manage escalations, and take ownership of the overall customer support operation.
You’ll have direct access to senior leadership and a real opportunity to influence how our customer service and operations function as the business continues to grow.
What You’ll Be Responsible For
Lead and develop a customer service and support team currently consisting of
8employees, growing to approximately 10
Oversee day-to-day
customer support and call centre operations
Handle escalated customer issues and high-priority accounts
Become highly knowledgeable about our online auction platform, systems, processes, and customer journey
Monitor service levels, quality, productivity, customer issues, and team performance
Coach team members and provide ongoing feedback and performance management
Identify recurring customer problems and develop practical solutions
Improve customer service processes, workflows, documentation, and training
Work closely with the General Manager and other departments to resolve operational issues
Help develop and implement team training programs
Establish consistent operating standards and accountability within the support team
Review employee performance and identify opportunities for improvement
Build strong relationships with customers and become a trusted point of contact for key and high-value clients
Identify opportunities to reduce preventable customer issues, improve retention, and create a smoother customer experience
Lead by example by getting involved in customer issues and support tickets when necessary
Your First 90 DaysFirst 30 DaysYour priority will be to
learn the business and master the system .
You’ll spend significant time understanding:
Our online auction platform
Customer service processes
Customer needs and pain points
Support tickets and common issues
Team workflows and responsibilities
Existing service standards and procedures
By the end of your first month, you should be able to confidently handle complex customer issues and understand the operation at a level comparable to our strongest team members.
First 60 DaysYou’ll work with the General Manager to identify training and development opportunities and begin implementing
1–2 meaningful improvements
to the customer support operation.
First 90 DaysYou’ll be expected to take greater ownership of team performance, review and improve employee output, strengthen operating processes, and continue identifying opportunities to make customer support more efficient and effective.
First 6–12 MonthsYou’ll become a key relationship point for our customers and high-level accounts while helping build a stronger, more scalable customer support operation.
Your long-term success will be measured by your ability to
build a high-performing team, reduce preventable customer issues, improve customer retention, and continuously improve the way our support operation works.
What We’re Looking ForWe’re looking for someone who is:
An experienced
Call Centre Manager or Call Centre Operations Manager
A strong people leader who can earn trust and establish accountability
Comfortable managing a customer service or call centre team
Hands‑on and willing to jump into customer issues rather than simply delegate them
A fast learner who can quickly understand new technology, systems, and processes
Strong at coaching, mentoring, and developing employees
Comfortable having difficult performance conversations
Highly organized and able to manage multiple priorities
A practical problem solver who looks for root causes rather than temporary fixes
Comfortable using performance metrics and KPIs to manage a team
Customer‑focused while still maintaining appropriate business standards
Someone who takes ownership rather than waiting to be told what to do
Experience That Would Be ValuableExperience in any of the following environments is an asset:
Call centre or contact centre operations
Customer service management
Customer support management
SaaS or technology companies
E‑commerce
Online marketplaces
Online auctions
Retail or high‑volume customer service
Operations management
Sales and customer support environments
What Success Looks LikeThe right person will become the
go‑to leader for customer support operations .
You’ll know you’re succeeding when:
The team knows exactly what is expected of them
Employees are better trained and more accountable
Customer issues are resolved faster
Recurring problems are identified and eliminated
Customer service processes become simpler and more efficient
Key customers know and trust you
The support team can scale as the company grows
Customer retention improves
Leadership has confidence that customer support is being handled properly
Why Join Us?We’re a
3rd‑generation family business
with companies spanning real estate, storage, brokerage, hospitality, and online auctions.
We’ve been in business for decades and continue to grow. Many of our employees have been with us for
10+ years, and we place a strong emphasis on relationships, stability, and building a team that people actually enjoy being part of.
Our culture is summed up as:
Work Hard. Play Hard. Rest Hard.
That means we take the work seriously, but we also believe people should enjoy where they work. We have company parties, BBQs, boat cruises, and plenty of opportunities to get together outside of work.
You’ll also have the opportunity to work directly with leadership without the layers of bureaucracy found in a large corporation.
Compensation & Benefits
$75,000–$90,000 annual salary, depending on experience
Full-time, permanent position
Monday–Friday schedule
Direct access to senior leadership
Opportunity to grow with a growing business
Possible bi‑annual trips to Las Vegas
Collaborative, family‑oriented work environment
About the CompanyOur online auction business connects buyers with storage facilities and auction inventory across Canada, creating a convenient digital auction experience for customers.
We’re a growing, technology‑enabled business with a strong entrepreneurial culture. If you enjoy
building teams, improving processes, solving problems, and having a visible impact on a growing operation, this could be an excellent opportunity.
Application ProcessWe review applications personally.
Stage 1:
Short phone interviewStage 2:
Zoom interview with the executive teamStage 3:
Personal reference calls with former managers from previous employers
If there is a strong mutual fit, we’ll provide you with the training and support needed to succeed.
Learn more about our companies at
storwell.Com
and
bid13.Com .
Our recruitment process may include the use of AI to assist with candidate screening. All applicant information is handled in accordance with applicable privacy and employment legislation.
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