Who is Make Space?
Make Space (www.makespace.ca) is a proudly Canadian-owned and operated company with a proven track record of growth and innovation. Through our family of brands, we operate more than 65 locations across six provinces, providing self-storage, portable storage, moving and logistics solutions to residential, commercial, and business customers.
Our portfolio includes Make Space Storage, Mobile Storage Rentals (MSR), Go Mini's, Coast Containers and other regional brands that support customers with flexible storage and transportation solutions across Canada. Through a combination of organic growth, strategic acquisitions, and new developments, we continue to expand our footprint and strengthen our position as one of Canada's leading storage providers.
At Make Space, we are committed to delivering exceptional customer experiences and making storage simple, flexible, and accessible for our clients. Our success is built on collaboration, accountability, innovation, and a shared commitment to helping our customers find the right storage solution for their needs.
We offer competitive compensation, company-paid benefits, paid time off, and opportunities for career growth within a fast-growing organization.
The Opportunity
Reporting to the Senior Manager, Customer Experience, the Team Lead is responsible for supporting the day-to-day performance, development, and success of the Inside Sales team while driving customer experience consistency, quality assurance initiatives, and sales results across the organization.
This is a hands-on supervisory role for an experienced sales professional who leads by example through performance, expertise, and accountability. The Team Lead provides frontline leadership, coaching, training, and operational support to the Inside Sales team, helping ensure service standards, sales objectives, and customer experience expectations are consistently achieved.
The successful candidate will maintain an active sales pipeline while assisting with team development, quality assurance reviews, performance monitoring, customer escalations, and process improvement initiatives. This role will work closely with the Senior Manager, Customer Experience to support the continued growth of a high-performing contact centre environment serving residential, commercial, and business customers across Make Space's portfolio of self-storage, portable storage, and related service offerings.
Key Responsibilities:
Sales & Revenue Growth
- Handle high volume of inbound sales inquiries.
- Overcome objections and confidently communicate the value of Make Space products, services and merchandise.
- Maintain an active sales pipeline and consistently convert inbound inquiries into rentals, reservations, and revenue opportunities.
- Primarily support self-storage customers while assisting with portable storage opportunities and specialized customer inquiries.
- Maximize revenue through upselling, cross-selling, and proactive customer follow-up.
- Build strong customer relationships that drive repeat business and referrals.
Customer Experience & Quality Assurance
- Conduct regular call monitoring, email reviews, and chat audits.
- Evaluate customer interactions against established quality standards.
- Provide coaching and feedback to improve conversion rates and customer experience.
- Identify trends impacting customer satisfaction, lead conversion, or service consistency.
- Support the development of call guides, knowledge resources, and best practices.
- Assist with implementation of quality assurance programs and scorecards..
Team Support & Coaching
- Act as the primary support resource for Inside Sales Coordinators.
- Review sales conversations and conversion opportunities.
- Assist team members with objection handling and consultative selling techniques.
- Share best practices that improve close rates and customer outcomes.
- Assist with scheduling, coverage planning, and workflow coordination.
- Assist with onboarding and ongoing training initiatives.
- Provide real-time guidance on customer interactions, lead management, and sales strategies.
Portable Storage Support & Cross-Service Growth
- Serve as a subject matter expert for portable storage products and customer journeys.
- Support portable storage lead conversion and customer communications.
- Identify opportunities to cross-sell customers between self-storage and portable storage services.
Operational Coordination & Process Improvement
- Partner with Operations, Logistics, Marketing, and Store teams.
- Support reporting, sales tracking, and performance analysis.
- Identify process improvement opportunities that enhance efficiency and customer experience.
Qualifications & Skills
- 3-5+ years of experience in inside sales, contact center sales, customer acquisitions, lead conversions, or other revenue-generation.
- Demonstrated success in exceeding sales targets and conversion goals.
- Previous experience serving as a senior sales representative, team lead, coach, mentor, trainer, or informal people leader within a contact centre, inside sales, or customer experience environment.
- Advanced proficiency with CRM systems, reporting tools, and sales technology.
- Experience in self-storage, portable storage, logistics, transportation, or service-based industries is considered a strong asset.
- Bilingual English/French is considered a strong asset.
Work Details
- Employment Type: Full-Time
- Location: Woodbridge, Ontario
- Hybrid Work Schedule after training completed – (3 – 4 days in office)
- Schedule - We are open from 8 am – 8 pm EST – 7 days a week.
- Evenings & Weekends Required
Equal Opportunity Employer: Make Space is committed to creating an inclusive and accessible workplace. We welcome applications from all qualified individuals and make employment decisions based on qualifications, experience, and business needs.
Use of Artificial Intelligence: We may use AI-enabled tools to support parts of our recruitment process, including sourcing candidates or screening through external job boards. These tools are used to assist our team and do not replace human decision-making.
