Service Operations Manager
2 weeks ago
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At One Janitorial, our mission is driven by core values: Discipline, Ethical Standards, Results-Oriented, Impact, Commitment, and Responsibility.
We are seeking a skilled Service Operations Manager to lead our remote service team, ensuring exceptional support and long-term satisfaction for our commercial cleaning clients across Canada and the U.S.
About the Role:
As a Service Operations Manager, you will oversee the performance and development of our service and BCO team, ensuring smooth day-to-day operations, handling escalations, Building changeovers, supporting overflow tasks, and maintaining high service standards. Your leadership will directly influence client retention, satisfaction, and overall success.
Key Responsibilities:
- Supervise and manage a team of remote customer success representatives.
- Onboard and train new team members to meet our communication and service delivery standards.
- Monitor KPIs including response times, issue resolution rates, and customer satisfaction scores.
- Coach and support team members through call reviews, performance feedback, and ongoing development.
- Act as the point of escalation for complex service issues, ensuring quick and professional resolution.
- Step in during overflow periods or absences to maintain consistent service levels.
- Collaborate with senior leadership to identify service gaps and improve internal processes.
Requirements:
- Minimum 3 years in a customer service or client success role, with at least 2 year in a supervisory or team leadership position.
- Excellent English communication skills (spoken and written) – minimum 9/10 proficiency.
- Proven experience managing remote teams or working in virtual environments.
- Strong organizational skills and the ability to maintain calm under pressure.
- Proficiency with CRMs (HubSpot preferred), Google Workspace, and remote communication tools (Slack, Zoom, etc.).
- Results-driven mindset with a passion for delivering exceptional customer experiences.
Compensation
- Base Pay: $1,800 CAD per month
- Shift: Monday - Friday 8:00 -4:30 pm (Mountain Time)
This is a fully remote position.
If you're driven, communicative, and ready to take on a high-impact role—apply thru the link below. Make sure to copy and paste the link and choose SERVICE SUPERVISOR as the position you are applying for.
Note: Applications without both the video and completed form will not be reviewed.
Job Type: Full-time
Pay: From R23 000,00 per month
Experience:
- Inbound Customer Service: 2 years (Required)
- Customer Service Manager/Supervisor: 1 year (Required)
Language:
- English (Required)
Work Location: Remote
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