Customer Service Supervisor - Licensing and Registration

At Technical Standards and Safety Authority (TSSA), we are deeply committed to safety and passionate about making Ontario a safer place to live, work and play. As one of Ontario’s public safety regulators, established by the provincial government, our team of more than 450 professionals administer safety regulations and enhance public safety across multiple sectors - boilers and pressure vessels and operating engineers; elevating devices, amusement devices and ski lifts; and fuels. Our people are our greatest asset, and every role is vital to our vision of working together for safer communities —today and tomorrow.

As part of our Customer Service team, you will lead the delivery of critical licensing and registration services that support public safety and regulatory compliance. By guiding day‑to‑day operations, resolving complex issues, and driving continuous process improvements, you’ll ensure efficient, consistent, and high‑quality service while enhancing the experience of customers across Ontario.

Your Key Contributions:

• Lead day‑to‑day licensing and registration operations, overseeing workflows and team performance to ensure service levels are met and regulatory requirements are consistently upheld.
• Drive process efficiency and compliance, defining, monitoring, and improving workflows to ensure accurate, timely service delivery aligned with legislation, standards, and internal policies.
• Manage complex cases and escalations, resolving customer issues and applying regulatory requirements to ensure fair, accurate, and timely outcomes.
• Provide oversight on exceptions and decisions, reviewing and approving non‑standard cases using sound judgment and knowledge of regulatory and corporate policies.
• Monitor performance and optimize resources, tracking workloads, turnaround times, and SLAs, and adjusting team priorities to meet operational targets.
• Identify and implement process improvements, addressing inefficiencies and contributing to system enhancements to improve consistency and customer experience.
• Coach, mentor, and develop staff, providing guidance on procedures, compliance, and best practices to foster a high‑performing team culture.
• Oversee end‑to‑end authorization lifecycle, ensuring effective processing of issuance, renewals, suspensions, and cancellations for business, facility, and device licenses.
• Support strategic initiatives and enhancements, contributing to projects such as portal improvements and process harmonization impacting licensing services.

Your Qualifications & Key Strengths:

Education:

• Degree or Diploma in Business Administration, Customer Service, Communications, or a related field.

Experience:

• Minimum 4 years experience in customer service or contact centre environment, including at least 1 year in a supervisory position.

Knowledge & Skills:

• Strong knowledge of regulatory frameworks, including applicable legislation, standards, and compliance requirements.
• Operational leadership and decision‑making skills, with the ability to manage workflows, resolve escalations, and apply sound judgment.
• Process improvement mindset, identifying inefficiencies and implementing solutions to enhance service delivery.
• Analytical and problem‑solving abilities, using data and insights to monitor performance and drive improvements.
• Effective communication and interpersonal skills, with the ability to engage stakeholders and handle complex customer interactions professionally.
• People leadership and coaching capability, supporting team development and fostering a high‑performance culture.
• Strong organizational and prioritization skills, managing multiple demands in a fast‑paced, service‑driven environment.

Helpful Information That Matters:

The hiring range for this role is $79,158– $98,948. The annual salary may vary within this range depending on a number of factors, including a candidate’s qualifications.

Fostering a strong safety culture: TSSA has earned the 5-Star Safety Cultures Award from Canadian Occupational Safety magazine for three consecutive years (2022-2024). For more information on TSSA and our values please visit our career page.

Equal Opportunity Employer:TSSA is committed to diversity and inclusion. We are committed to building and maintaining collaborative, caring and positive work environments so that our employees bring their whole selves to work each and every day. We encourage all qualified applicants to apply without regard to race, national or ethnic origin, colour, religion, age, sex, sexual orientation, marital status, family status or disability. Only those selected for an interview will be contacted.

Accommodation:TSSA is pleased to offer accommodation for applicants with disabilities. If you are interested in applying for a job opportunity, or are contacted by us regarding a job opportunity, please advise of any accommodation you may require.

Posting Details:This job posting is for an existing vacancy within TSSA. We are actively seeking a qualified candidate to fill the current position. We encourage all interested applicants to apply. TSSA uses AI to support screening of pre-screening question responses. Even if an application is flagged by the system, our team endeavours to review all candidates’ qualifications and experience.