Director of Customer Service at TSSA

Lead customer service initiatives at the Technical Standards and Safety Authority (TSSA) to enhance public safety across Ontario. This role focuses on optimizing customer engagement and streamlining licensing processes.
As the Director of Customer Service, you will oversee TSSA's customer support teams, manage licensing and registration, and fulfill public information requests. You will act as the voice of the customer, identifying opportunities to improve processes, enhance customer satisfaction scores, and reduce turnaround times.
Key Responsibilities:
• Lead end‑to‑end customer service operations
• Drive customer‑centric process optimization initiatives
• Enhance digital customer experience via the Client Portal
• Leverage CRM systems to identify trends and service gaps
• Provide strong operational and escalation management
Requirements:
• Bachelor’s degree required
• Minimum 10 years in client support roles
• At least 5 years in a leadership positio...