Imagine Storage Wars , but online.
Bid13 is one of North America's fastest-growing online storage auction platforms, connecting thousands of buyers with storage facilities across Canada and the United States. Every day, customers log in to discover abandoned storage unit auctions, while storage operators rely on us to run their auctions smoothly, professionally, and with confidence.
Behind every successful auction is an exceptional customer experience.
Whether it's helping a first-time bidder, supporting one of our largest storage partners, or coaching a team member through a difficult customer situation, our Customer Service Team Lead plays a critical role in keeping the marketplace running smoothly.
We're looking for an experienced customer service leader who loves developing people just as much as solving customer problems. You'll lead a growing support team, build a culture of accountability and continuous improvement, and help shape how customer service evolves as Bid13 continues to expand.
This isn't a role where you'll spend your day buried in spreadsheets or sitting behind closed office doors. You'll be visible, approachable, and hands-on—coaching your team, improving processes, handling complex escalations, and working closely with leadership to deliver an outstanding customer experience.
Our third-generation family business has been operating successfully for decades across self-storage, real estate, hospitality, and technology. While our foundation is built on stability, Bid13 has the energy of a growing tech company where great ideas are welcomed, decisions happen quickly, and your impact is immediately visible.
Your Mission
Your mission is to build and lead a customer service team that customers trust, employees enjoy being part of, and the business relies on.
You'll be responsible for developing people, maintaining high service standards, creating accountability, improving processes, and ensuring every customer interaction reflects the quality of the Bid13 brand.
Success won't simply be measured by response times—it will be measured by the strength of your team, the consistency of customer experiences, and your ability to continuously improve how we support our customers.
First Year Expectations
First 30 Days
- Learn Bid13's platform inside and out.
- Build relationships with every member of the support team.
- Understand existing workflows, customer pain points, and service standards.
- Begin handling customer escalations independently.
By 60 Days
- Take ownership of the team's daily operations.
- Begin regular coaching sessions with every team member.
- Identify opportunities to improve efficiency and service quality.
- Introduce at least one improvement to team processes or workflows.
By 90 Days
- Be confidently leading the customer service department.
- Deliver regular feedback and performance coaching.
- Improve consistency across the team.
- Build trust with key customers and storage partners.
- Be viewed as the first point of contact for complex customer situations.
Within Your First Year
You'll have developed a high-performing customer service team that consistently delivers exceptional customer experiences while reducing escalations, improving customer satisfaction, and strengthening employee engagement.
What Success Looks Like
Instead of simply answering customer inquiries, you'll be responsible for leading a high-performing team.
Success includes:
- Developing engaged, confident, and knowledgeable Customer Service Representatives.
- Creating a coaching culture built around continuous improvement.
- Conducting regular one-on-one meetings and performance reviews.
- Improving employee engagement and retention.
- Maintaining consistently high customer satisfaction.
- Reducing customer escalations through better coaching and training.
- Improving first-contact resolution.
- Ensuring service levels are consistently achieved.
- Identifying recurring issues and driving operational improvements.
- Building strong relationships across Sales, Operations, and Leadership.
- Becoming a trusted leader that employees seek out for guidance and support.
We're Looking For Someone Who Has
- 5+ years of customer service experience.
- 3+ years leading or managing customer service or call centre teams.
- Experience coaching, mentoring and developing employees.
- Strong leadership and people management skills.
- Excellent conflict resolution and de-escalation abilities.
- Strong organizational and prioritization skills.
- High emotional intelligence.
- Excellent written and verbal communication.
- Experience managing KPIs and service standards.
- Ability to improve processes while maintaining a positive team culture.
Compensation
- $70,000–$80,000 annually , depending on experience.
- Full-time.
- Monday–Friday.
- In-office (Scarborough).
