About this role
Lead the charge in elevating customer experience at Intellijoint Surgical!  Type of Position:  Full-time - In-office presence required 4 days per week  Location:  Kitchener, ON  Benefits:  RRSP with employer match, health benefits (effective day-1!), wellness benefit, learning & development opportunities, paid vacation, personal days, and sick days  Salary Range:  $87k - $100k CAD  *Individual placement within the salary range will be based on experience, skills, market data, and internal equity considerations  The Company  Intellijoint Surgical develops effective and easy-to-use products to enhance orthopaedic surgeons’ care and patients’ lives. Today, Intellijoint technology lives in the operating room, helping surgeons improve implant positioning during hip and knee replacement surgeries. Our technology has been used in over 80,000 surgeries, helping us gain real-world feedback from patients and surgeons to improve our products. We are seeking a  Customer Service Manager  to join our growing Commercial Excellence team to help bring innovative technologies to the market.   The Position  The  Customer Service Manager  is a frontline leadership role at Intellijoint Surgical, responsible for ensuring the sales organization and customers receive timely, accurate, and high-quality support to win new business and effectively serve existing customers.   Reporting directly to the CEO, this role owns day-to-day execution and prioritization of all customer service activities and serves as the primary point of contact between the field and HQ. The Customer Service Manager ensures requests, issues, and feedback from the field are clearly understood, appropriately triaged, and resolved efficiently across Operations, Quality, Finance, and other internal teams.  As a  snapshot,  we are looking for someone who:  Thrives in fast-moving, execution-heavy environments  Takes ownership of outcomes and follows requests and issues through to resolution   Brings structure, clarity, and prioritization to complex, cross-functional work  Excels acting as the single point of contact between sales, customers, and internal teams  Cares deeply about responsiveness, accuracy, and service quality  Leads with empathy and goes the extra mile to be customer-centric  Key Responsibilities  Customer Service Leadership  Lead the Customer Service team, setting weekly priorities and ensuring consistent, high-quality execution  Work closely with Sales leadership to align on priorities and service standards  Partner with HQ departments to ensure customer service activities are well-coordinated and effective  Act as the primary advocate for customer and sales team needs, ensuring feedback is effectively communicated and addressed by cross-functional teams.   Sales Team Support  Act as a primary support partner to the sales organization on day-to-day needs of Intellijoint’s sales reps   Oversee and support the execution of quotes, contracts, and order-related support  Support onboarding and ongoing management of independent sales representatives  Ensure sales requests are handled accurately, consistently, and within standard timelines   Provide clear, timely communication to the sales team regarding status, next steps, and resolution  Intake, Tirage, and Cross-Functional Execution  Own the intake of issues, requests, and feedback from the field and customers  Triage items appropriately across internal teams based on urgency, impact, and ownership  Coordinate cross-functional action to