Sait
Customer Service Team Lead, Welcome Centre
Calgary, AB
Sponsorship not specified$83k-$92kDetected 7 days ago
Customer SupportCommunicationMentoring
About the role
- Job classification: A5020 - Customer Serv Team Leader Salary range: $82,996.55 - $92,421.55.
- Placement within the range is typically based upon a review of skills, experience, and internal equity.
- Coordinate staffing, scheduling, workload distribution, and operational readiness to meet fluctuating service demands.
Responsibilities
- Join a creative team that leads the institutional marketing and recruitment plan to deliver cohesive and impactful experiences across every touchpoint - from digital channels to in-person events.
- Through coaching, training, and continuous improvement, the Team Lead fosters a positive, accountable team culture and ensures consistent, student-centered support.
- Working closely with internal partners, this role helps deliver seamless, integrated services that support SAIT's recruitment, retention, and student success goals while advancing a welcoming, hospitality-driven experience.
- Develop and provide coaching, onboarding, training, and performance support to build a knowledgeable, engaged, and high-performing team.
- Support staff in de-escalating difficult situations and model professional, empathetic issue resolution.
- Collaborate with academic and service departments to ensure seamless referrals, consistent communications, and integrated service delivery.
- Support recruitment, conversion, engagement, and visitor experience initiatives, events, and cross-functional projects.
- Reporting to the Associate Director, this role leads the Customer Service Representative (CSR) team, overseeing daily operations, service performance, staff development, and escalated inquiries.
- Lead daily Welcome Centre operations across multiple service channels, ensuring service excellence, efficient workflows, and achievement of service level standards.
- Track service and team performance, monitor service KPI's, maintain accurate documentation, analyze trends, and support the development of knowledge resources and self-service tools.
Requirements
- We sincerely thank all applicants for their interest in this opportunity.
- We understand how important communication is, and we are committed to following up with every candidate.
- Please know that each application is thoughtfully reviewed, and you will hear from us either way.
- Together, we build bold futures At SAIT, we equip you with the resources you need to shape bold futures for yourself and our communities.
- About SAIT At SAIT, we're building bold futures.
- We're a community of tenacious problem-solvers, inventive thinkers, and passionate collaborators who believe in doing work that matters.
- Named one of Alberta's Top Employers, we're driven by a desire to create an impact in our community.
- If you're looking for a place where purpose meets possibility, you've found it here.
- We're committed to community and belonging Community and belonging is essential to achieving SAIT's vision to be a global leader in applied education.
- We encourage applications from women, Indigenous people, racialized people, people with disabilities, people from gender and sexually diverse communities, and/or people with intersectional identities.
Compensation
- $82,996.55 - $92,421.55.
- Hours per week: 36.25 Paid leave: 3 weeks vacation per year Deadline to apply: 4:00PM on July 21, 2026 The Welcome Centre Customer Service Team Lead is a collaborative, service-driven leader responsible for delivering exceptional experiences across all Welcome Centre service channels.
Benefits
- Generous time off to pursue other passions and support your wellbeing
- SAIT paid premiums for medical, dental, and vision benefits so you, and your family, are well supported
- Benefits supporting mental health and access to Greenshield + for virtual therapy at a reduced rate
This listing is sourced directly from Sait's careers page and normalized into a canonical job model.