Posted 15 days ago
Supervisor - Customer Service (Full-Time)
@ City of Thunder Bay
Thunder Bay, Ontario
Overview
The City of Thunder Bay is hiring a full-time Supervisor, Customer Service to oversee daily operations at Service Thunder Bay, the City's centralized customer service centre. The role coaches and schedules a team of customer service representatives across front-counter, phone, email and digital channels, and handles escalated issues. The posting states a competitive salary, a matching pension and comprehensive benefits.
Responsibilities:
- Provide day-to-day supervision of the Service Thunder Bay team
- Monitor call volumes, wait times and service backlogs
- Act as primary escalation point for complex complaints
- Coach staff on service standards, scripts and workflows
- Lead development of knowledge base articles and FAQs
Requirements summary:
- Diploma in public administration, business administration, communications or related field
- Minimum three years of leadership experience in service delivery or customer experience
- Experience managing technology-based service solutions
- Strong understanding of service standards and performance measurement
- Ability to implement change management strategies
- Ability to interpret operational data and identify trends
Tools & skills
Benefits mentioned
Source and dates
Source type not verified · jibe
- Employer posting date
- 2026-10-23
- First seen by our source
- 2026-10-23
- Source record updated
- 2026-10-31
These dates describe the source record, not a live verification that the employer is still hiring. Check the original posting.
Job details
| Seniority | Mid level |
| Department | Customer service |
| Experience | 3+ years |
| Management experience | 3+ years |
| Manages people | Yes |
| Hours per week | 40 (estimated) |
| Travel | air: none · ground: none |
| Work setting | Office, Client sites |
| Position | Sitting and standing |
| Physical demands | physical low · computer high |
| Languages | English |
| Encouraged to apply | Indigenous peoples, People with disabilities, Racialized people, Women, 2SLGBTQ+ |
| Education | College diploma (required) |
| Fields of study | Public administration, Business administration, Communications |
| Perks mentioned | Generous paid time off, Retirement plan, Tuition support, Wellness |
Summary and details written by AI from the posting; the employer’s posting is the authority.
City of Thunder Bay
Saved company profile
Historical company information from a saved The Jobs API profile (LinkedIn/Crunchbase fields). It is not live-verified; figures may have changed. Missing values remain unknown.
Our City runs on people like you
Full company description
Located on the north shore of Lake Superior, under the protective watch of the Sleeping Giant, Thunder Bay is rich in people and resources, and connects Northwestern Ontario to the world. Thunder Bay has five Sister Cities through which economic development, education, friendship, goodwill, education, and tourism are promoted. We value our high quality of life and promote a clean, green, beautiful and healthy community that provides economic opportunity, respects diversity and provides affordable and safe neighbourhoods that are accessible to all. The 4th Annual Demographia International Housing Affordability Survey ranked Thunder Bay number one out of 227 international cities in Major Urban Markets for affordable housing. Thunder Bay is the largest community on Lake Superior. With a population of 109,140, it is the most populous municipality in Northwestern Ontario. The City of Thunder Bay provides a balance of services that improves our quality of life and supports our economy in a responsible manner. From parks and recreation to transportation, clean drinking water or waste management, Thunder Bay is always working to live up to our motto, Superior By Nature. To meet the future needs of our community, Thunder Bay is taking a strategic approach that makes the most of our City's strengths. Together, our community is working to achieve our top priorities: a stronger and more diversified economy a cleaner, greener, more beautiful and proud Thunder Bay a high quality of life, and being one of the best-run cities in Canada.
- LinkedIn followers
- 11,412
- People associated on LinkedIn
- 888
- Reported office locations
- 500 Donald St E, Thunder Bay, ON P7E 5V3, CA
- Business categories
- Professional Services
- Medical
- Other recorded names
- City of Thunder Bay
- Profile identifies a recruitment agency
- No
- Reported total investment
- 0
Currency and observation date were not supplied; this is not a current valuation or a funding round.
Located on the north shore of Lake Superior, under the protective watch of the Sleeping Giant, Thunder Bay is rich in people and resources, and connects Northwestern Ontario to the world. Thunder Bay has five Sister Cities through which economic development, education, friendship, goodwill, education, and tourism are promoted. We value our high quality of life and promote a clean, green, beautiful and healthy…
| Field | Value |
|---|---|
| Industry | Government Administration |
| Company size | 1,001-5,000 employees |
| Headquarters | Thunder Bay, ON |
| Organization type | Public Company |
| Open jobs on Jobsy | 36 |
| View page |
Guide Service Delivery. Support Your Team. Enhance Customer Experiences.
At the City of Thunder Bay, Our City Runs on People Like You. Together, we are building a workplace where everyone belongs, where your leadership, problem-solving abilities, and commitment to customer service help create positive experiences for residents and businesses.
As the Supervisor - Customer Service, you'll play a key role in the day-to-day operation of Service Thunder Bay, the City's centralized customer service centre. Supporting a team of dedicated customer service representatives, you'll help ensure residents can access municipal programs, services, and information through a consistent, responsive, and customer-focused experience.
Thunder Bay offers more than a fulfilling career. With its natural beauty, affordability, and strong sense of community, it's a city where you can grow personally and professionally while making a meaningful impact through public service.
Where Operational Leadership Supports Exceptional Service
As the Supervisor - Customer Service, you'll provide day-to-day operational oversight for Service Thunder Bay across multiple service channels, including front-counter service, telephone support, email, and digital platforms.
Working closely with the Manager, Customer Service, you'll support a modern, centralized service model by coaching staff, monitoring service delivery, resolving escalated issues, and identifying opportunities to improve processes and enhance the customer experience.
This is an opportunity to combine people leadership, customer service expertise, operational problem-solving, and continuous improvement in a dynamic environment that directly supports residents and community members every day.
How You'll Lead and Support the Team
In this role, you will:
- Provide operational input to the Manager on staffing models, shift schedules, service coverage strategies, and operational planning requirements.
- Review operational performance reports, dashboards, and trend analyses to monitor service-levels and support continuous improvement.
- Collaborate with City departments to support the centralization of inquiries, reduce duplication, and improve access to municipal programs and services.
- Provide direct day-to-day supervision of Service Thunder Bay team, including work assignment, scheduling, attendance monitoring, vacation planning, and adequate staffing coverage for peak periods.
- Lead and approve the development and maintenance of knowledge base articles, FAQs, scripts, process maps, and reference materials, establishing standards ..
- Monitor real-time workflow, call volumes, wait times, and service backlogs, and implements immediate operational adjustments to maintain service standards.
- Act as the primary point of escalation for complex, sensitive, or high-impact customer service issues, complaints, or service disruptions.
- Coach, mentor, and support the Service Thunder Bay team in the consistent application of customer service standards, scripts, workflows, and corporate values.
- Ensure consistent adherence to approved customer service policies, procedures, scripts, service standards, accessibility requirements, privacy obligations, and records management practices.
Supervisor - Customer Service Job Description
What You Can Count On With Us
We're proud to offer a workplace where your well-being, growth, and sense of purpose come first. As the Supervisor, Customer Service, you'll enjoy:
- A competitive salary that reflects your expertise
- A matching pension plan to help you build long-term financial security
- Comprehensive health, vision, and dental coverage, plus life insurance for peace of mind
- Generous paid vacation and holidays, with the option to purchase additional leave days when you need more time off
- Access to a confidential Employee and Family Assistance Program (EFAP) and wellness initiatives to support your overall health
- Leadership development and tuition reimbursement programs, so you can continue to grow your skills and career
- A culture of recognition and appreciation, with staff events and programs that celebrate your contributions
- A collaborative and supportive work environment that values innovation, teamwork, accountability, and public service
What You'll Bring to the Team
Here's what will help you succeed as the Supervisor - Customer Service:
- Diploma in public administration, business administration, communications or a related field
- Minimum three (3) years of leadership experience in a service delivery or customer experience, preferably in the public sector.
- Proven experience in managing technology-based service solutions and organizational start-up or transformation projects.
- Strong understanding of customer service principles, service standards, and performance measurement.
- Demonstrated commitment to respectful, inclusive, and customer-focused public service delivery.
- Strong leadership skills including the ability to give direction, motivate, and recognize others; proven ability to share skills and knowledge with others in a fast-paced service environment.
- Ability to conceptualize and implement change management strategies
- Ability to interpret operational data, identify trends, and implement practical service improvements.
Enhance Customer Service with Us – Apply Today
Ready to take the next step in your career? Join the City of Thunder Bay, and help support the team delivering responsive, accessible, and customer-focused service to residents across our community.
Apply today and start your next chapter with the City of Thunder Bay.
General Information:
As an equal opportunity employer, the City of Thunder Bay encourages applications from Indigenous peoples, persons with disabilities, members of visible minority groups, women and members of the 2SLGBTQ+ community.
ONTARIO HUMAN RIGHTS CODE: It is a contravention of the Human Rights Code of Ontario to discriminate on the basis of: race, ancestry, place of origin, colour, ethnic origin, citizenship, creed, sex, sexual orientation, marital status, family status, disability, age, record of offences, gender identity or gender expression. Therefore, a resume submitted to the City must not include references to any of the above characteristics. Do not include:
- Photos
- Any certificates that have photo identification
- Driver’s licences
- Police records checks
Note: The above documentation will be requested by the Human Resources Division should you be the successful applicant. If a Criminal Record Check is required, it will be requested by Human Resources should you be the successful applicant. Please do not submit your Criminal Record Check with your application.
ACCOMMODATION: Reasonable accommodations are available upon request for all parts of the recruitment process.
PRIVACY: Personal information on this form is collected under the authority of the Municipal Act, c. 302, as amended, and will be used to determine eligibility for employment. Questions about this collection of personal information should be directed to the Human Resources Division, 125 Syndicate Ave Suite 42, Thunder Bay, Ontario, P7E 6H8, Telephone: 625-3866
The City of Thunder Bay provides exceptional quality of life to those who live, work, and play in Thunder Bay – a culturally vibrant, economically diverse community with a metro population of over 120,000. Located on the north shore of Lake Superior, under the protective watch of the Sleeping Giant, Thunder Bay is rich in people and resources, and connects Northwestern Ontario to the world. We value our high quality of life and promote a clean, green, beautiful, and healthy community that provides economic opportunity, respects diversity, and provides affordable and safe neighbourhoods that are accessible to all.
The City of Thunder Bay is a place where art, culture and nature come together!
Watch this video to learn more about our City at:
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