Customer Service Team Lead (Interim)

At Everest Solutions, we’re all about people - bringing them together, making them feel valued, and connecting them to meaningful experiences. We help our clients and partners achieve lasting success by delivering innovative solutions and personalized services that make a real impact.

ABOUT EVEREST SOLUTIONS AND IMAGES LTD.

You may recognize our work under a different name.

Everest recently expanded through the acquisition of Lifetouch Canada’s school photography business, bringing together experienced teams and trusted photography programs under the Everest brand.
While our name may be new to some candidates, our commitment to quality, professionalism, and positive school partnerships remains unchanged.

Everest Solutions and Images Ltd. is a leading school photography company serving schools and communities across Canada. We capture confident smiles and milestone moments - from kindergarten through graduation day.

We partner with schools and families to:

• Deliver high‑quality school photography
• Create a smooth, well‑organized Picture Day experience
• Provide professional service from start to finish

WHAT WE STAND FOR

At Everest, how we work matters just as much as what we deliver:

• Wellbeing Comes First - We put people at the center of everything we do and create an environment where everyone feels supported and valued
• Raise the Standard - We take pride in quality, professionalism, and going above and beyond
• Own It Together - We work as a team, support one another, and follow through on our commitments
• Lead with Curiosity - We stay open, creative, and always look for better ways to do things
• Work Hard, Enjoy the Journey - We bring energy to our work while keeping things positive and collaborative

POSITION SUMMARY
We're looking for an Interim Customer Service Team Lead to support our Customer Success team during the Fall peak season and help ensure our new team members feel supported, engaged, and set up for success.
In this role, you'll provide day-to-day direction, coaching, and support to Customer Service Representatives while helping drive service quality, operational efficiency, and an exceptional customer experience. You'll work closely with the Customer Success Supervisor to support onboarding, training, employee development, and escalated customer concerns.

Assignment Term: September 8, 2026 - December 19, 2026

WHY CONSIDER THIS OPPORTUNITY?

• Gain hands-on leadership and coaching experience
• Support the onboarding and success of new seasonal team members
• Develop skills in performance coaching, employee development, and team leadership
• Partner with leadership on customer experience and operational improvements
• Play an important role in supporting our Fall peak season

PRIMARY DUTIES AND RESPONSIBILITIES

• Provide day-to-day leadership, coaching, and support to contact center agents to help ensure professional, accurate, and customer-focused interactions across all service channels.
• Monitor contact center queues, call volumes, service levels, response times, and agent availability to help maintain coverage and meet operational targets.
• Support agents with complex customer inquiries, escalations, and complaints, ensuring issues are handled promptly, empathetically, and in line with company procedures.
• Review agent performance using key contact center metrics such as quality scores, customer satisfaction, first contact resolution, adherence, productivity, and average handle time.
• Provide regular coaching, feedback, and development support to improve communication skills, product knowledge, accuracy, compliance, and overall customer experience.
• Assist with onboarding and training new agents on contact center systems, customer service standards, scripts, workflows, policies, and escalation procedures.
• Complete quality evaluations, including call reviews, case reviews, and follow-up coaching to ensure consistent service delivery and adherence to standards.
• Communicate daily priorities, process updates, policy changes, and performance expectations to the team through huddles and one-on-one check-ins.
• Support scheduling, attendance tracking, break/lunch coverage, and workforce coordination to ensure appropriate staffing throughout the day.
• Prepare or contribute to reports on team performance, service results, trends, coaching activities, customer issues, and operational opportunities.
• Identify recurring customer concerns, system issues, workflow gaps, or training needs and recommend improvements to enhance service quality and efficiency.
• Promote a positive, accountable, and inclusive team environment that supports employee engagement, collaboration, professionalism, and continuous improvement.

REQUIREMENTS

• Must have shift flexibility to support coverage within our hours of operation
• Show a proven track record for reliability and minimal absences
• Must have 6+ months experience within the Customer Success team

QUALIFICATIONS

• High school diploma or equivalent
• Post-secondary education considered an asset
• Minimum three (3) years of customer service experience, preferably in a contact centre environment
• Previous leadership, coaching, mentoring, or training experience considered an asset
• Must be legally authorized to work in Canada and able to perform work from within Canada
• Successful completion of a criminal background check in accordance with applicable laws

KNOWLEDGE, SKILLS, AND ABILITIES

• Strong customer service skills with a focus on quality and customer satisfaction
• Excellent verbal, written, and interpersonal communication skills
• Strong organizational skills and attention to detail
• Effective problem-solving and decision-making abilities
• Ability to manage multiple priorities in a fast-paced environment
• Strong computer skills, including intermediate experience with Google Workspace
• Ability to work collaboratively across teams and functions
• Positive leadership approach with a focus on coaching and employee development
• Commitment to supporting both employee and customer success

PHYSICAL REQUIREMENTS

This role involves extended periods of sitting, computer use, and virtual communication. Employees may occasionally be required to perform routine office-related movements such as reaching, bending, or moving throughout the workspace.

WORK ENVIRONMENT
This is a remote, computer-based role requiring the ability to multitask, stay organized, and maintain focus in a fast-paced environment.

Applications will be accepted until the position is filled.