Customer Service Lead
Canadian Hot Tubs Inc. – Kitchener, ON
Full-time | $60,000–$65,000 a year | Monday to Friday
About Us
At Canadian Hot Tubs Inc., we design and build premium handcrafted cedar hot tubs for customers across North America. We’re known for exceptional craftsmanship, reliable support, and a team that genuinely cares. As we grow, we're looking for a Customer Service Lead who combines strong technical know-how with outstanding communication skills to support our customers and help drive our success.
About the Role
As our Customer Service Lead, you will be the key connection between our customers and our product support team. This hybrid role combines technical fieldwork with customer-facing service—on the phone, over email, and in person. You’ll troubleshoot issues, build spa packs for custom tubs, perform maintenance, and guide our clients with care and clarity.
If you’re someone who enjoys solving problems, helping people, and working with your hands, this could be the perfect fit.
What You'll Do
- Communicate with customers by phone, email, and in person—resolving issues and answering questions with professionalism and empathy
- Diagnose and repair technical issues, including mechanical, electrical, and plumbing components
- Build spa packs for custom hot tubs independently with attention to detail and accuracy
- Schedule and complete service appointments, ensuring you’re fully prepared with the right tools and parts
- Perform routine maintenance and educate customers on proper care and usage of their hot tubs
- Document all service calls and maintain accurate customer records
- Collaborate with sales and production teams to improve service experience and share customer feedback
- Recommend maintenance plans or product upgrades when appropriate
- Stay current with hot tub technology, water chemistry, and industry best practices
What We’re Looking For
- Excellent communication skills—verbal, written, and interpersonal
- Strong technical problem-solving ability
- Experience in hot tub or pool maintenance is a strong asset
- Familiarity with water chemistry and balancing chemicals
- Ability to manage inventory, tools, and service logs
- Proficiency with Microsoft Outlook, Word, and Excel
- Self-motivated, detail-oriented, and organized
Nice to Have
- Experience building spa packs or similar equipment
- Comfort using digital tools for service tracking and customer communications
- Upselling or service plan recommendation experience
Why Join Us?
- Competitive salary: $60,000–$65,000 per year
- Comprehensive benefits - paid by the company
- Paid time off
- On-site parking
- Growth opportunities: We’re expanding, and we prioritize internal promotions
- Supportive culture: Your skills and input are truly valued
Location: On-site at our production facility — Unit 15, 330 Gage Avenue, Kitchener, ON
How to Apply
If you're ready to deliver outstanding service and grow with a company that’s passionate about quality, we want to hear from you! Click Apply Now and submit your resume.
Job Type: Full-time
Pay: $60,000.00-$65,000.00 per year
Benefits:
- Casual dress
- Dental care
- Employee assistance program
- Extended health care
- On-site parking
- Paid time off
Work Location: In person
Expected start date: 2025-08-11
