Customer Service Team Leader, Centre

SAIT’s Marketing department works to share the right message, in the right place, at the right time with prospective students, industry and the community. Join a creative team that leads the institutional marketing and recruitment plan to deliver cohesive and impactful experiences across every touchpoint – from digital channels to in-person events.

The Opportunity

Job classification
: A5020 - Customer Serv Team Leader

Salary range
: $82,996.55 - $92,421.55. Placement within the range is typically based upon a review of skills, experience, and internal equity.

Hours per week
: 36.25

Paid leave
: 3 weeks vacation per year

Final date to receive applications
: 4:00PM on July 21, 2026

The Welcome Centre Customer Service Team Lead is a collaborative, service-driven leader responsible for delivering exceptional experiences across all Welcome Centre service channels. Reporting to the Associate Director, this role leads the Customer Service Representative (CSR) team, overseeing daily operations, service performance, staff development, and escalated inquiries.

Through coaching, training, and continuous improvement, the Team Lead fosters a positive, accountable team culture and ensures consistent, student-centered support. Working closely with internal partners, this role helps deliver seamless, integrated services that support SAIT’s recruitment, retention, and student success goals while advancing a welcoming, hospitality-driven experience.

• Lead daily Welcome Centre operations across multiple service channels, ensuring service excellence, efficient workflows, and achievement of service level standards.
• Coordinate staffing, scheduling, workload distribution, and operational readiness to meet fluctuating service demands.
• Monitor service performance, resolve escalated and complex inquiries, and continuously improve triage, referral, and inquiry resolution processes.
• Develop and provide coaching, onboarding, training, and performance support to build a knowledgeable, engaged, and high-performing team.
• Conduct quality assurance reviews, reinforce service standards, and promote inclusive, student-centered service practices. Identify service gaps and opportunities for improvement, contributing to enhancements that strengthen the overall customer experience.
• Support staff in de-escalating difficult situations and model professional, empathetic issue resolution.
• Collaborate with academic and service departments to ensure seamless referrals, consistent communications, and integrated service delivery.
• Support recruitment, conversion, engagement, and visitor experience initiatives, events, and cross-functional projects.
• Track service and team performance, monitor service KPI’s, maintain accurate documentation, analyze trends, and support the development of knowledge resources and self-service tools.

Minimum

• Diploma in Business Administration, Communications, Marketing, Hospitality, or a related field
• 2-3 years of experience in a customer-facing role
• 1-2 years in a Supervisory role
• Equivalent combination of experience and education may be considered

Skills

• Strong leadership, team development, and coaching skills
• Excellent interpersonal, communication, and public speaking abilities
• Service-oriented with a commitment to equity, diversity, and inclusion
• Strong analytical thinking and operational agility
• Quick learner with strong digital dexterity and adaptability to new systems and technologies
• Exceptional attention to detail, organization, and time management skills
• Ability to work independently with strong self-management skills
• Adaptable and resilient, with effective stress-management capabilities
• Dependable with a strong attendance and reliability record

At SAIT, we offer a comprehensive package including:

• Generous time off to pursue other passions and support your wellbeing
• SAIT paid premiums for medical, dental, and vision benefits so you, and your family, are well supported
• Benefits supporting mental health and access to Greenshield + for virtual therapy at a reduced rate
• Access to a Health Spending or Taxable Spending Account
• Professional development opportunities through our Free Seat Program, tuition support,…