Welcome Home!
We’re more than Canada’s largest independent hardware and building supplies retailer—we’re part of communities across the nation.
Lead the Team That Supports Our Stores, Every Day.
As Retail Helpline Supervisor, you will provide front-line leadership for the Retail Helpline team, delivering Level 1 (L1) technology support to Home Hardware Stores. This role is accountable for coaching, developing, and supporting Helpline Analysts to ensure consistent service quality, strong customer focus, and adherence to support standards. You will oversee daily operations, including staffing, workload, and priorities, while acting as the first point of escalation for store issues.
Working closely with business partners, you will support effective triage, clear communication, and smooth escalation from L1 to L2 support. Through strong leadership and operational oversight, this role contributes to stable store operations and continuous improvement of the Retail Helpline service. Led by the Director, IT eCommerce & Store Systems, this role suits a hands-on leader who is passionate about developing high-performing teams and delivering exceptional service.
Ready to make an impact in a new role? Here’s how:
- Provide day-to-day people leadership to the Retail Helpline team, including coaching, performance feedback, onboarding, scheduling support, and ongoing skills development to ensure a positive and accountable team environment.
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Oversee daily Helpline operations by managing workload, call volume, and priorities to ensure timely, consistent L1 support for stores and adherence to service level expectations.
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Act as the first point of escalation for store-impacting incidents and complex support issues, providing guidance to Analysts and ensuring effective triage and resolution before escalating to Level 2 teams where required.
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Monitor service performance and quality, including trends, repeated issues, and escalations, and work with the Manager to identify coaching needs, process improvements, and operational risks.
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Support consistent use of processes, tools, and documentation, ensuring Helpline Analysts follow incident, request, and escalation procedures to deliver a reliable and predictable support experience for stores.
- Collaborate with IT Operations, Application Support, and business partners to ensure clear communication, accurate issue handoff, and timely follow-up on store incidents and recurring problems.
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Identify opportunities for continuous improvement by providing input into training materials, knowledge base updates, and process changes that improve first-call resolution and reduce repeat store issues.
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Model strong customer focus and leadership behaviours, reinforcing a service-oriented mindset that balances store experience, operational discipline, and team wellbeing.
We’re looking for:
- Post secondary education in Business, Information Technology or Computer Science are an asset.
- A minimum of three to five years of progressive experience in delivering technical support, including at least two years in a leadership capacity.
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Proven people leadership skills, with the ability to coach, motivate, and support front-line support staff in a fast-paced, service-oriented environment.
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Strong customer service and communication skills, with the ability to lead teams in delivering clear, professional, and empathetic support to retail stores.
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ServiceNow proficiency, including managing incidents and requests, supporting escalation workflows, and ensuring accurate and consistent ticket documentation.
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Operational reporting and analytical skills, with the ability to review service metrics, identify trends, and support performance discussions and continuous improvement initiatives.
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Ability to manage priorities and workload, balancing team capacity, store impact, and service level expectations in a high-volume support environment.
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Strong problem-solving and escalation skills, enabling effective triage of store issues and appropriate handoff to Level 2 support teams when required.
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Collaborative mindset, with the ability to work effectively with IT Operations, Application Support, and business partners to resolve issues and improve overall service delivery.
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The ability to be onsite three days a week at our corporate office in St. Jacobs, to accommodate our hybrid working model.
How we’ll make you feel at Home
Our Team Members enjoy life at Home with our strong culture of support and inclusion, excellent benefits, and a team that always has your back. You will receive:
- The expected starting salary range for this role is $73,300 - $102,600; the final offer will reflect relevant skills and experience.
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Eligible for the annual bonus program.
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Comprehensive Benefits Program including:
- Health, Dental, Vision, Paramedical, Disability coverage, Out of Country Travel Insurance, Life Insurance, Employee Family Assistance Program.
- Defined Contribution Pension Plan with Company Match, and choice of contribution level.
- Group RRSP.
- Discount at our Corporate Retail Store in St. Jacobs.
- Home & Auto Insurance discounts.
- Competitive vacation time.
- Personal and sick time.
- Employee Discount Program through Venngo WorkPerks.
This job posting is for an existing vacancy within our organization.
Bring your unique skills, thrive with interesting and challenging work, and experience what it’s like at Home. Apply today - this is a great opportunity to join a proudly Canadian company that is 100% ready to help you build your future.
Home Hardware recognizes the value of a diverse team. We believe that different perspectives, backgrounds, and experiences make us stronger as an organization. Applicants representing the full diversity of communities in Canada are encouraged to apply with confidence. Please let us know if you require accommodation during the recruitment process.
Canadians call us Home Hardware. We call it Home.
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