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CB2 Team Leader, Customer Service

Location: Toronto, Canada

A natural mediator and expert communicator, you lead the way for an outstanding customer experience. You're a master of conflict resolution and are confident in making timely decisions on behalf of the customer, acting as the liaison between the customer and associate. You set up your team for success, building an effective communication system to monitor and resolve customer service issues. An involved and engaged mentor, you lead by example and actively coach your team by providing productive real-time feedback. Working closely with Assistant Store Managers, you lead by example and observe communication of associates to ensure customers are getting personal attention throughout their visit. Your patience and positive energy keep your team and the store thriving.


  • Lead and model company core selling and customer service standards.
  • Accountable for achieving sales goals and customer service standards by holding sales, customer service and stock associates and Managers on Duty (MODs) accountable for brand goals and standards.
  • Train and develop associates on product knowledge, selling, customer service, operations, visual merchandising, policies and procedures, as applicable, in partnership with the Assistant Manager.
  • Lead and manage associate workload in partnership with the Assistant Manager.
  • In coordination with the Assistant Manager, support all aspects of performance and development for designated associates to encourage professional growth and goal achievement.
  • Provide specific and timely feedback about performance directly to associates and share observations with the management team.
  • Communicate regularly with the Assistant Manager to review business results, execution of plans/strategies, customer feedback and associate performance.
  • Coach associates on exceptional and opportunity performance and maintain a strong visible presence on the salesfloor.
  • Demonstrate an understanding of CB2 visual merchandising standards by maintaining all store displays, features and uprights.
  • Learn and exhibit competency in all front/back of house processes and standards.
Required Skills
  • Excellent reading and written language skills (English)
  • Strong communication and interpersonal skills
  • Excellent organizational and time management skills
  • Strong proactive problem solving skills
  • Demonstrated ability to set expectations and hold others accountable
  • Strong delegation skills in support of execution and driving results
  • Proven ability to build a culture focused on success and teamwork
  • 2+ years customer service or retail leadership experience
  • Experience with Microsoft Office, Google applications, computer systems and tablet devices
  • Associate degree or equivalent preferred

The job description and other aspects of the job listed on this job posting should not be construed to contain every function/responsibility that may be required to be performed by an associate in this job. Associates are required to perform other related functions as assigned.


Job ID 2020-7998 Date posted 11/27/2020 Position Type Full-Time
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The Company is an equal opportunity employer. All employment decisions will be made in compliance with applicable human rights legislation. Accommodations are available at all stages of the employment process.

CB2 welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.

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