Team Leader, Customer Service

Petline is part of Definity, which includes some of Canada’s most long-standing and innovative insurance brands, including Economical Insurance, Sonnet Insurance, Family Insurance Solutions, and Petline Insurance. Our ambition is to be one of Canada’s leading and most innovative property and casualty insurers. We can’t do that without our people, so we embrace and encourage a culture that’s collaborative, ambitious, rewarding, and empowering.

We offer a flexible, hybrid work experience where employees work from the office and virtually depending on the type of work they are doing and who they are working with. Bring your true self and be a part of our journey. It’s better here.

• Leading and supporting an engaged, high-performance team through employee development, performance management, coaching and team effectiveness
• Driving compliance with quality assurance measurements to meet corporate objectives
• Leading on the implementation of continuous improvement initiatives to grow and retain business
• Collaborating with the management team to support and deliver upon service excellence, sales, service level and retention targets
• Providing support and resolution strategies for clients and client escalations
• Participating in call calibration sessions to support ongoing quality assurance
• Participating in devising operational plans to achieve strategic goals
• Tracking, reporting and responding to metrics through adaptation of coaching and operational plans to meet sales, retention, service and quality targets

• Post‑secondary degree/diploma or equivalent combination of education and experience
• General Insurance License, Level 2
• Strong communication and negotiation skills
• Able to remain calm and effective while working under pressure
• Able to successfully build effective business relationships
• Able to promote and contribute to a positive work environment by encompassing our values

$73,500 - $123,500

Actual salary for the role may vary depending on work location of the successful candidate and other factors including but not limited to, skills, education, experience, working conditions and the local labour market.

This position is being posted to fill an existing vacancy.

Interested in this role, but don’t meet every requirement? We encourage you to apply! We know from experience that a candidate doesn’t need 100% of the qualifications listed to bring incredible value to our team. We’re actively seeking diverse backgrounds and perspectives to help us make insurance better. At Definity, inclusion, diversity, and equity aren’t just “nice to have” — they’re essential to our success.

• Company share ownership program
• Incentive Program - Eligible employees may participate in various incentive plans which are paid out at the discretion of the company and subject to individual and company performance.
• Pension and savings programs, with company‑matched RRSP contributions
• Paid volunteer days and company matching on charitable donations
• Educational resources, tuition assistance, and paid time off to study for exams
• Focus on inclusion with employee groups, support for gender affirmation surgery, access to BIPOC counsellors, access to programs for working parents
• Wellness and recognition programs
• Discounts on products and services

It’s better here — but don’t take our word for it. Definity was named by Great Place to Work ® as one of the Best Workplaces™ in Canada for women, for youth, and for inclusion.

Our inclusive work environment welcomes diversity and supports accessibility. If you require accommodation at any time during the recruitment process, please let us know by contactin

This role requires successful clearance of background checks (including criminal checks and leadership references).