BIS Safety Software is a SaaS company on a mission to change how organizations manage safety, learning, and compliance - and the team behind that mission matters just as much as the product. We are looking for a Customer Experience Team Lead who is eager to support a high-performing team, and put customers first in everything they do. This team is the heart of the client experience at BIS - and we want a leader who takes that seriously.

About the role

This is a role for someone who genuinely loves people and technology - both the team they support and the customers they serve. What you need is the drive to learn, the empathy to coach, and the ownership mindset to step up when it matters.

You'll start by getting deeply familiar with our product and customers - handling calls and tickets alongside the team. Over time, you'll grow into the full team lead responsibilities: supporting your teammates, running one-on-ones, reviewing performance, and keeping things running smoothly. If you're ready to take that next step, we'd love to hear from you.

In This Role, You Will Be Expected To:

Lead and support the Customer Experience team, creating a culture focused on client satisfaction and team performance
Host regular one-on-ones to coach and develop team members
Manage day-to-day operations including scheduling, call/ticket reviews, PM case reviews, and interdepartmental communications
Analyze team performance metrics (response times, CSAT, call quality, missed calls) and use data to inform decisions and improve service outcomes
Provide hands-on support with calls and tickets as needed, especially during high volume or complex situations
Serve as a key point of contact for team member questions, offering coaching and feedback in a timely, supportive, and constructive manner
Support the rollout and adoption of new tools and technologies (including AI initiatives like Ask Amy), contributing to documentation and process improvements
Champion stability and growth through proactive engagement, team feedback, and a passion for continuous improvement
Support risk and compliance functions and provide feedback to leadership to help maintain strategic alignment

You might be the right fit if you:

Have strong emotional intelligence, with the ability to lead with empathy and compassion
Experience working in SaaS, technical support, or other customer-experience-intensive environments (we've seen great hires come from all kinds of backgrounds - retail, hospitality, and beyond)
Are driven, motivated, and passionate about helping people - both customers and team members
Possess excellent communication skills and can coach others on tone, empathy, and professionalism
Leadership experience and you lead with ownership, not just task completion - you take initiative and follow through
Embrace feedback and change, seeing both as opportunities to grow
Are energized by fast-paced environments and skilled at navigating uncertainty
Thrive when mentoring others and are excited to help team members grow into their full potential
Are humble, eager to learn, and happy to ask questions and seek clarity where needed

Bonus points if you have:

Familiarity with Zendesk, Dialpad, or similar customer support platforms
A working understanding of CSAT and other customer experience KPIs
Exposure to AI tools and an enthusiasm for exploring how technology can enhance customer service

Compensation and Benefits:

Employee Stock Ownership Plan (ESOP)
Full medical, dental, and vision coverage
Life insurance and disability insurance
Health spending account
Flexible working hours
On-the-job training and growth opportunities
Free on-site parking

About BIS:

BIS Safety Software has been headquartered in Sherwood Park, Alberta, since 2006. We build software that helps organizations manage safety training, learning, and compliance - and we're growing!

A few things that make us different: we don't use job titles internally - we value humility and contribution over hierarchy. We move fast, integrate new ideas quickly, and give people real ownership of their work. And through our Employee Stock Ownership Plan (ESOP), you have the opportunity to own a piece of the company you're helping build.

BIS Safety Software

Open Positions

Customer Experience Team Lead