Customer Service Manager

Lead the charge in elevating customer experience at Intellijoint Surgical! **Type of Position:** Full-time - In-office presence required 4 days per week **Location:** Kitchener, ON **Benefits:** RRSP with employer match, health benefits *(effective day-1!)*, wellness benefit, learning & development opportunities, paid vacation, personal days, and sick days **Salary Range:** $87k - $100k CAD *\*Individual placement within the salary range will be based on experience, skills, market data, and internal equity considerations* **The Company** Intellijoint 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 90,000 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 team to help bring innovative technologies to the market. **The Position** The **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. 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 environments * Takes ownership of outcomes and follows requests and issues through to resolution * Brings structure, clarity, and prioritization to complex, cross-functional work * Excels acting as the single point of contact between sales, customers, and internal teams * Cares deeply about responsiveness, accuracy, and service quality * Leads with empathy and goes the extra mile to be customer-centric **Key Responsibilities** **Customer Service Leadership** * Lead the Customer Service team, setting daily and weekly priorities and ensuring consistent, high-quality execution * Work closely with Sales leadership to align on priorities and service standards * Partner with HQ departments to ensure customer service activities are well-coordinated and effective * Act as the primary advocate for customer and sales team needs, ensuring feedback is effectively communicated and addressed by cross-functional teams. **Sales Team Support** * Oversee and support the daily execution of quotes, contracts, order, and return-related activities * Act as a primary support partner to the sales organization on day-to-day needs of Intellijoint’