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Randstad Logo Randstad · Customer Service

Customer Engagement Team Lead

Canada, Etobicoke 65000.00 - 70000.00 CAD / Year · Job Posted May 30, 2026
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Job Description

Are you an inspiring leader who thrives on building strong relationships and driving innovation? We are looking for an ambitious, forward-thinking Customer Engagement Team Lead to guide a high-performing team within the dynamic real estate and home inspection industry. In this fully remote position based in the GTA, you will analyze the business holistically while nurturing a culture of trust and excellence. This is a customer care position where you will play a pivotal role in shaping the client journey and expanding operational efficiency. Managed by Randstad Professional, this opportunity connects you with a top employer dedicated to modernizing client interactions. If you are a visionary mentor with contact centre training or supervision experience, our expert recruiters want to hear from you today. As a Customer Engagement Team Lead, you will oversee daily contact centre workflows, implement progressive training initiatives, and elevate overall customer satisfaction metrics. You will utilize your contact centre training or supervision experience to foster a highly collaborative, remote work environment that inspires trust across all channels. ... Operating within the fast-paced real estate and home inspection industry, you will review operations macroscopically to identify process gaps and implement creative, modern solutions. This customer care position demands a proactive mindset to balance the needs of property professionals, inspectors, and home buyers. Through effective leadership, you will encourage a forward-thinking atmosphere where team members feel empowered to deliver top-tier support.

Job Responsibility

  • Supervise and mentor a remote team of customer care representatives across the GTA and wider Ontario region
  • Utilize your contact centre training or supervision experience to design, deliver, and continuously refine employee onboarding and professional development programs
  • Evaluate business performance holistically to identify operational bottlenecks and execute forward-thinking workflow optimizations
  • Inspire trust and cultivate strong relationship building practices within the team to maximize client retention and satisfaction
  • Monitor key performance indicators (KPIs), call queues, and service levels to ensure immediate and high-quality resolutions
  • Drive innovation by introducing modern tools, scripts, and communication methodologies tailored to the real estate and home inspection sector
  • Conduct regular performance reviews, constructive feedback sessions, and team huddles to keep remote staff engaged and aligned

Requirements

  • Must be permanently residing and located within Ontario (GTA preferred)
  • Minimum of 2 to 3 years of dedicated contact centre training or supervision experience in a corporate setting. (BPO or 3rd party experience is a strong asset)
  • Prior exposure to or an understanding of the real estate, property management, or home inspection sectors is considered an asset
  • Strong technical aptitude required to manage complex remote workforce software and metrics tools
  • Reliable high-speed internet connection and a quiet, professional home office workspace
  • Proven contact centre training or supervision experience, with a track record of upskilling remote teams
  • Exceptional relationship building capabilities and a natural aptitude for inspiring trust among peers and clients alike
  • Demonstrated innovation & forward thinking, with the ability to challenge the status quo and introduce modern operational ideas
  • Strong analytical mindset with the ability to look at the business as a whole and evaluate long-term strategic impacts
  • Excellent verbal and written communication skills, tailored heavily toward a collaborative customer care setting
  • Proficiency with modern contact centre software, CRM platforms, and remote collaboration tools

Nice to have

  • Prior exposure to or an understanding of the real estate, property management, or home inspection sectors is considered an asset
  • BPO or 3rd party experience is a strong asset

What we offer

  • Competitive annual salary ranging from $65,000 to $70,000 based on experience
  • Fully remote work flexibility, providing an excellent work-life balance from any home office within Ontario
  • Opportunities to spearhead innovative projects within a growing real estate and home inspection business
  • Comprehensive health, dental, and wellness benefits packages provided by our client
  • Direct support and career guidance from Randstad Professional's specialized recruitment experts
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