Team Lead, Customer Success

Career opportunity

570, Boul. Charest Est, Suite 220, Québec, QC

This role was created to ensure continuity during a parental leave, but it's designed to become a permanent position.

About Kickflip

Kickflip turns product personalization into a revenue driver for ecommerce brands. From sneakers to bikes to jewelry and furniture, our clients let their customers design products in real time, right inside their online store — on Shopify, WooCommerce, Wix, and beyond.

What You’ll Do

Own the customer experience — especially when it gets complex.

• Be the go-to escalation point for high-stakes situations: unhappy clients, bad reviews, billing disputes, refunds, and credits — and resolve them decisively.

• Take ownership of complex client relationships: large brands, custom integrations, and enterprise-level accounts that need a senior hand.

• Lead the Sales & CS team's daily rhythm — run standups, maintain alignment, and make sure nothing falls through the cracks.

• Coach and give direct feedback to the CS team to level up their game and keep response quality high.

• Own the bridge between CS and Product — relay client signals, surface recurring friction points, and make sure the team is always aligned on what's shipping.

• Drive complex and consultative sales cycles.

• Report key insights, blockers, and team performance to leadership in a structured, recurring way.

• Be the team's reference point — the person everyone looks to when things get hard.

What We’re Looking For

• Proven experience in a CS role in a B2B SaaS environment, ideally in ecommerce.

• Strong familiarity with ecommerce platforms (Shopify, WooCommerce, or similar) — you understand how merchants think and operate.

• Natural leader who can coach without micromanaging and get buy-in without formal authority.

• Excellent communicator in both English and French — clear, direct, and human.

• Comfortable owning difficult conversations with clients and finding solutions that work for everyone.

• Experience with support and CRM tools like Intercom and HubSpot.

• Organized and process-driven — you keep things moving even when it's messy.

• Someone who thrives in a fast-paced startup and is energized by ambiguity, not slowed down by it.

Why Join Us?

• Step into a role with real ownership and visibility — direct line to leadership.

• Work with a collaborative and passionate team that ships fast and sweats the details.

• Be part of a growing startup redefining how the world buys custom products online.

• Competitive compensation and flexibility.

Benefits

• Competitive salary

• Group RRSP with employer contribution

• Health and dental insurance paid at 100%

• Telemedicine

• Flexible schedule

• Possibility of teleworking

• Possibility of extended teleworking from your vacation spot

• Loft-style workspace with large windows and rooftop terrace in downtown Quebec City (St-Roch)

• Team lunches, snacks, coffee, tea

• Indoor storage for bikes and strollers

• On-site gym 

⚡ TLDR: If you're the kind of person who picks up the hard tickets, helps the customer win, and brings the team along with you, we'd love to hear from you.