Job Title

Lead the charge in elevating customer experience at Intellijoint Surgical!Type of Position: Full time - In Office presence required 4 days per weekLocation: Kitchener, ONBenefits: RRSP with employer match, health benefits (effective day-1!), wellness benefit, learning & development opportunities, paid vacation, personal days, and sick daysSalary Range: $87k - $100k CAD *Individual placement within the salary range will be based on experience, skills, market data, and internal equity considerationsThe CompanyIntellijoint Surgical develops effective and easy-to-use products to enhance orthopaedic surgeons care and patients lives. Today, Intellijoint technology lives in the operating room helping surgeons improve implant positioning during hip and knee replacement surgeries. Our technology has been used in over 80,000 surgeries - helping us to gain real-world feedback from patients and surgeons to improve our products. We are seeking a Customer Service Manager to join our growing Commercial Excellence team to help bring innovative technologies to the market.The PositionThe Customer Service Manager is a frontline leadership role at Intellijoint Surgical, responsible for ensuring the sales organization and customers receive timely, accurate, and high-quality support to win new business and effectively serve existing customers.Reporting into the Senior Director, Commercial Excellence and Corporate Affairs, this role owns day-to-day execution and prioritization of all customer service activities and serves as the primary point of contact between the field and HQ. The Customer Service Manager ensures requests, issues, and feedback from the field are clearly understood, appropriately triaged, and resolved efficiently across Operations, Quality, Finance, and other internal teams.As a snapshot, we are looking for someone who:Thrives in fast-moving, execution-heavy environmentsTakes ownership of outcomes and follows requests and issues through to resolutionBrings structure, clarity, and prioritization to complex, cross-functional workExcels acting as the single point of contact between sales, customers, and internal teamsCares deeply about responsiveness, accuracy, and service qualityLeads with empathy and goes the extra mile to be customer-centricKey Responsibilities:Customer Service LeadershipLead the Customer Service team, setting weekly priorities and ensuring consistent, high-quality executionWork closely with Sales leadership to align on priorities and service standardsPartner with HQ departments to ensure customer service activities are well-coordinated and effectiveAct as the primary advocate for customer and sales team needs, ensuring feedback is effectively communicated and addressed by cross-functional teams.Sales Team SupportAct as a primary support partner to the sales organization on day-to-day needs of Intellijoints sales repsOversee and support the execution of quotes, contracts, and order-related supportSupport onboarding and ongoing management of independent sales representativesEnsure sales requests are handled accurately, consistently, and within standard timelinesProvide clear, timely communication to the sales team regarding status, next steps, and resolutionIntake, Tirage, and Cross-Functional ExecutionOwn the intake of issues, requests, and feedback from the field and customersTriage items appropriately across internal teams based on urgency, impact, and ownershipCoordinate cross-functional action to ensure complaints and feedback are resolved quickly and effectivelyServe as the central point of communication between HQ teams and the sales organizationEnsure visibility, accountability, and follow-through on all open items and escalationsIdentify recurring issues or risks and escalate patterns to leadership as neededProcess Execution and ImprovementEnsure customer service processes are followed consistently and operate effectively day-to-dayTrack and report on core customer service KPIs, workload, and service performance trendsProvide input to Customer Success teams initiatives to improve Customer Services processes and executionSystems and DataAct as the primary business owner and day-to-day user of key business systems, including CRM, ERP, and CLMEnsure systems are used accurately and consistently to support customer service, operations, and sales executionPartner with IT on system configuration, integrations, and enhancementsResolve technical issues and system problems that sales, finance, and operations may encounterSkills and Experience to Enable Success: Bachelors degree in business or related field5-10 years' experience with a proven track record in a customer service, sales, or commercial operationsPrior people leadership experience preferredProficiency in CRM (Salesforce) and ERP (NetSuite) toolsTrained or certified in lean, Six Sigma, or related continuous improvement methodologiesStrong cross-functional collaboration experience in a growing businessComfort operating in ambiguity and prioritizing competing demandsExcellent communication skills - clear, empathetic, and adaptableHighly organized and detail-oriented with strong follow-throughCalm, solutions-oriented approach to issue management and escalationWhy Join Us?It is unrealistic for us to believe we will find someone who fits this position 100%Strong support towards career development and growthWork with innovative products that can improve surgical outcomes and enhance patients quality of lifeBe ready to innovate!Work alongside a highly talented and driven group of team members and colleagues organization wideWork in an environment with high transparency and collaboration along with lots of fun and social activitiesBe ok with change and share in our excitement as we scaleFlexibility so that you can do your best both at work and outside of itIntellijoint Surgical is committed to creating an accessible and inclusive work environment. It is our policy to recruit and select applicants solely on the basis of their qualifications. We are an equal opportunity employer that hires talent regardless of age, race, creed, colour, religion, national origin, ancestry, marital status, sexual orientation, gender identity or expression, disability, or any other status or condition protected by applicable law.Intellijoint Surgical encourages applications from all qualified candidates. Those in need of accommodation at any stage in the recruitment process should notify [email protected]. Any information received that relates to accommodation needs of a candidate will be addressed in a confidential manner.