{"id":4280873,"url":"https://alion.io/job/freshtrackscanada-team-lead-customer-experience","title":"Team Lead, Customer Experience","company":{"id":2669879,"name":"Freshtrackscanada","domain":"freshtrackscanada.com","url":"https://alion.io/company/freshtrackscanada","size_band":"201-500","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"BambooHR","truth_index":null},"role":"Management","role_family":"Management","seniority":"lead","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Vancouver, Canada"],"countries":["CA"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":68000,"max":72000,"currency":"CAD","period":"year","gross":null,"usd_annual":50481},"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Microsoft Office","optional":false}],"status":"live","first_seen_at":"2026-11-13T20:31:13Z","employer_posted_date":"2026-11-13","last_verified_at":"2026-11-13T20:31:13Z","board_verified":true,"closed_at":null,"days_open":0,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":0},"description":"At Fresh Tracks Canada, we craft tailor-made Canadian vacations for people from all over the world. Since 1996, our team of Canadian Insiders have helped our customers plan their vacations and enjoy life-changing travel experiences.\nWe believe in keeping our customers front and center in everything we do; in fact, focus on serving our customers is one of our core values. Everyone acts and operates as an owner, treating this business as their own. We raise the bar constantly, embracing that nothing is perfect but continuous improvement is key. Our team is made up of passionate, positive experts who drive healthy collaboration by winning or losing as one, and we bring out the best in each other.\nABOUT THE ROLE\nWe are looking for an experienced, supportive, and solutions-oriented Customer Experience Team Lead to guide our team in delivering legendary Hospitality to our guests. You will be responsible for coaching and developing team members, overseeing daily operations, supporting complex guest and supplier issues, and fostering a positive, collaborative team environment while continuously improving the guest experience.\nSalary Range: $68,000 - $72,000 annually, based on experience and qualifications.\nRESPONSIBILITIES\nOversee case distribution, workload management, and team performance. \nCoach, mentor, and develop team members through training, feedback, and performance reviews. \nProvide guidance to team members in office and remote. \nSupport and resolve escalated customer, supplier, and service recovery issues. \nCollaborate with Vacation Coordinators, Sales, Product, Operations, Tech, and Suppliers to resolve issues and improve processes. \nSupport hiring, onboarding, and training of new team members. \nCreate and maintain training materials and operational procedures. \nEnsure compliance with company policies, supplier agreements, and Terms & Conditions. \nIdentify and implement process improvements that enhance efficiencies, customer experiences and team productivity \nAssist with scheduling, reporting, departmental projects, and resource planning. \nFoster a positive, accountable, and customer-focused team culture and environment. \nSupport the implementation of new tools, processes, and initiatives. \nWork closely with the LH Leadership Team to support departmental projects. \nContribute to the success and growth of the Customer Experience department and business. \nBuild positive working relationships across teams and departments. \nPromote continuous improvement through new ideas, innovation, and operational efficiencies. \nDemonstrate ownership, accountability, professionalism, and adaptability. \nMaintain confidentiality of customer, employee, and company information. \nParticipate in ongoing learning and professional development. \nComplete additional duties and special projects as assigned. \nWork scheduled shifts, including evenings, weekends, holidays, and occasional overtime as required, especially during Emergency Operations. \nREQUIREMENTS\nStrong verbal and written communication skills. \nExceptional attention to detail, organization, and time management. \nProven problem-solving and decision-making abilities. \nCommitment to delivering excellent customer service and building strong supplier relationships. \nCollaborative team player with an openness to feedback and growth. \nAdaptable and comfortable leading through change. \nMinimum 3 years of Customer Service experience in the travel industry. \nStrong knowledge of Canadian travel products. \nProficiency with Salesforce and Microsoft Office. \nAbility to maintain confidentiality and exercise sound judgment. \nREWARDS\nYou may be eligible to receive the following benefits, based on your contract type:\n3 weeks vacation (4 weeks after your first year)\nExtended health benefits package\nApplauz Recognition \nComprehensive employee assistance program\nGreat working hours \nFriendly and fun team environment with company celebrations and social events\nAccess to Canadian travel industry discounts!\nDE&I initiatives and events\nCommunity (volunteer) Hours\nDIVERSITY, EQUITY, AND INCLUSION\nWe are an equal opportunity workplace. We strongly encourage applications from under-represented communities, diverse backgrounds, identities, and experiences. We don’t judge based on race, religion, ethnic background, sexual orientation, age, marital status, disability, gender identity or anything else that you might bring to the table. We don’t care about where you went to college, your degree, your age, or what names you might have on your resume. Instead, we’re looking for motivated, compassionate people who can execute from the ground up. We also know that everyone has a unique career journey and experience comes in many forms.\nOfficially Great Place to Work® CertifiedTM 2022/2023\nOfficially Great Place to Work® CertifiedTM 2023/2024\nOfficially Great Place to Work® CertifiedTM 2024/2025\nOfficially Great Place to Work® CertifiedTM 2025/2026\nOfficially Great Place to Work® CertifiedTM 2026/2027","description_format":"text","description_chars":4996,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Equity","Professional development"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Tour Operators"],"lifecycle":[{"event":"open","at":"2026-11-13T20:31:13Z"}],"visa":[],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":0,"expected_fill_days":32,"reasons":["conf:3","win:early"],"computed_at":"2026-11-13T23:34:40Z"},"pay":{"stated_usd_annual":50481,"is_top_pay":false},"html_url":"https://alion.io/job/freshtrackscanada-team-lead-customer-experience","json_url":"https://alion.io/job/freshtrackscanada-team-lead-customer-experience.json","meta":{"generated_at":"2026-11-13T23:34:40Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":47027,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-14T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.1,"usd":0.01,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":2669879},"rest":"https://alion.io/mcp/rest/get_company?id=2669879"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Ffreshtrackscanada-team-lead-customer-experience"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"free","price":{"credits":0,"usd":0},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Ffreshtrackscanada-team-lead-customer-experience"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.1,"usd":0.01},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Ffreshtrackscanada-team-lead-customer-experience"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/freshtrackscanada-team-lead-customer-experience\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Ffreshtrackscanada-team-lead-customer-experience"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":4280873}},{"tool":"search_jobs","arguments":{"company":"freshtrackscanada.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":4280873},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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