Customer Care Team Lead, Ticket Services

About the role

The Canadian Opera Company is seeking a Customer Care Team Lead for its Ticket Services department in Toronto. Reporting to the Manager, you will oversee outbound customer‑care campaigns, coach a team of Specialists, and handle the most complex patron issues, ensuring a patron‑first experience.

Key responsibilities

• Coach, train and develop Customer Care Specialists, setting service quality standards.
• Assign daily tasks, monitor performance and lead outbound calling on high‑difficulty contacts.
• Own escalated patron issues, providing resolution and modeling best practices.
• Maintain lead sheets, suppression lists and provide accurate campaign data for sales meetings.
• Report on patron feedback, advise on customer‑relations strategy and collaborate with fundraising and other departments.
• Ensure ticket‑services email inquiries are answered promptly and supply email templates for the team.
• Develop deep knowledge of productions, packages, memberships and donor events; contribute to Tessitura database accuracy.

Required profile

• Minimum 2 years experience in ticketing, box‑office or customer‑service, preferably in a supervisory role.
• Proven experience managing a call‑centre environment.
• Strong oral and written communication skills with a professional phone and email manner.
• Ability to motivate and coach staff through outbound sales and donor calling.

Required skills

• Proficiency with Tessitura ticketing software.
• Advanced knowledge of Microsoft Office suite.