Warranty & Support Lead

Who we are

Founded in 2010, Genuine Comfort is a leading distributor of Air Conditioners (AC) and Packaged Terminal Air Conditioners (PTAC) across Canada & Mid-North USA. We are dedicated to “Delivering Comfort Consistently” to hospitality, commercial, and multi-family markets.  We accomplish this through exceptional product availability, local warehousing, best-in-industry warranty and a dedication to on-time error-free delivery of room cooling products. Our impact is felt in hundreds of thousands of apartments and hotel rooms, with a visionary goal to surpass 60,000 units sold annually by 2030. Over the last four years, we have grown through strategic acquisitions of proven industry players, increased our product capacity and lineup, expanded our reach and distribution capabilities, have been featured multiple times in the Globe and Mail's Canada's fastest-growing companies list and surpassed our 2023 vision 26 months ahead of schedule. 

Who we need

Reporting to the Director of Product, we are hiring a Warranty & Support Lead. The mission of this role is to deliver a high-trust, high-speed warranty and support experience for Genuine Comfort customers in the USA, while providing backup support for Canada as needed.

You will own the end-to-end warranty and support process, from initial customer inquiry to resolution, including parts, labor, and replacements. You will manage Zendesk operations, configure workflows, create Help Center content, and escalate issues when necessary. By analyzing trends and recurring product issues, you will provide actionable insights to the Product team, support technical investigations, and collaborate with vendors to ensure fast and effective resolution. You will train and empower external stakeholders to reduce support requests, improve customer trust, and increase the efficiency of the warranty process.

This is a full-time position, working on-site four days per week in the Markham, Ontario office and one day remotely.

Who you are

You are a proactive and customer-focused professional who thrives in a fast-paced environment. You take ownership of processes, move issues to resolution confidently, and balance speed, cost, and trust in your decision-making. You are comfortable managing multiple priorities, collaborating with internal teams and external vendors, and translating complex technical issues into actionable solutions. Analytical yet practical, you identify systemic issues, drive continuous improvement, and consistently pursue better ways to support customers and enhance product performance.

What is in it for you

Impact and influence. You will directly shape the warranty and support experience for thousands of customers, ensuring trust, timely resolutions, and first-pass success. Your insights will influence product improvements, vendor actions, and company-wide support strategies.

Innovation and exposure. You will work across Product, Procurement, Operations, and external vendor networks, giving you a comprehensive view of product performance and customer interactions. You will continuously improve Zendesk workflows, Help Center content, and training programs to enhance operational efficiency.

A supportive growth culture. Joining us now as we scale is an excellent opportunity to increase your exposure and accelerate your career. You will be part of a fast-paced, collaborative team that is comfortable with ambiguity. We live by the motto: “Don’t be afraid to make mistakes; be afraid to not make a decision.” Your success will be defined by streamlining processes, automating tasks, and improving efficiency, not just team expansion.

What you will do:

• Warranty resolution and customer support. You will be accountable for the customer service experience throughout the full warranty lifecycle. You will assess and approve warranty resolutions independently, including parts, labor, and replacements. You will manage parts orders via phone and Zendesk to ensure on-time, error-free delivery and support procurement in maintaining appropriate parts inventory. You will resolve customer inquiries with empathy, professionalism, and clear communication, balancing speed, cost, and trust.
• Contractor relationship management. You will be the primary contact between customers, vendors, and Genuine Comfort. You will build and maintain a US third-party contractor network mirroring the successful Canadian model, and source new contractors as needed. You will manage expectations clearly, resolve conflicts effectively, and foster trust with external partners.
• Zendesk support and Help Center management. You will own and configure the US Zendesk instance, including fields, macros, workflows, automations, and reporting, to ensure smooth operations. You will track and analyze incidents to identify trends, systemic issues, and repeat failures, continuously working on ways to reduce volume, speed up resolution, streamline tickets, and optimize processes. You will create self-serve Help Center articles based on ticket trends to reduce call volume and guide customers and contractors to self-service resources. You will continuously maintain a high-touch support approach when needed. 
• External stakeholder training. You will create and deliver product knowledge training to contractors, hotel maintenance teams, and general managers. You will identify high-value stakeholders for training, ensuring they are empowered to resolve basic issues independently while retaining customers.  
• Product feedback, vendor collaboration, and technical resolution. You will serve as a technical integration point between Warranty & Support, Product, and Vendors. You will investigate, diagnose, and resolve product issues using product samples to validate failures. You will direct corrective actions or collaborate on design-level changes. You will provide evidence-based insights from the field to drive product improvements, documentation updates, and process enhancements. You will communicate technical findings clearly to both internal teams and external stakeholders, ensuring alignment and accountability.

What you bring:

• Customer service excellence. You have a strong commitment to delivering a positive customer experience. You are empathetic, patient, and able to manage escalations professionally. You balance speed, cost, and customer satisfaction, ensuring trust and first-pass resolution.
• The experience. You have experience in customer support, warranty management, or technical troubleshooting, ideally within HVAC, appliance, or commercial product sectors. You are confident in making independent decisions, managing workflows, and collaborating across internal and external stakeholders.
• The problem-solving and analytical mindset. You are driven to find solutions and exceed customer expectations. You are organized, detail-oriented, and able to manage multiple tickets, documentation, and projects. You use data to identify trends, recommend solutions, and drive continuous improvement.
• The technical knowledge. You understand product functionality and technical troubleshooting principles. You can analyze failures, coordinate vendor resolutions, and support continuous improvement. Familiarity with warranty systems, parts logistics, or Zendesk is a plus.
• The communication and collaboration. You have excellent written and verbal communication skills. You clearly convey technical information, work effectively with teams and vendors, and manage escalations professionally. You build trust with customers and stakeholders through clarity, transparency, and reliability.
• The leadership and influence. You can educate and guide external stakeholders, including contractors and maintenance teams, and influence internal teams or vendors to implement effective solutions.
• The adaptability and resilience. You thrive in a fast-paced, evolving environment, handle ambiguity well, and maintain professionalism under pressure. You are willing and able to travel once per month within Canada and potentially the US.

Compensation

At Genuine Comfort, we believe that compensation should be transparent, fair, and supportive of your experience and growth. Our salary ranges are designed to reflect the progression from learning the role to truly excelling. The range for this role is $70,000 - $75,000 per year plus bonus. We design our compensation to reflect each new hire’s skills, experience, and the complexity of the role, ensuring a fair and competitive salary. 

We believe in transparency and open conversations about compensation. If you have any questions about our approach, we’re happy to discuss them throughout the hiring process.

Why join

With a developed and cohesive leadership team and a robust entrepreneurial operating system, we are small but mighty, with the internal structure and processes to support our growth. Every action we take is focused on gaining traction every day, being held accountable to our objectives, and communicating openly so that we are all on the same page and in alignment with our vision. Our commitment to our people and our mission ensures that those who share our passion for growing are recognized and rewarded. This is a place where everyone is equipped with the support and the autonomy to make decisions and to learn from mistakes. Your contributions will directly influence our journey, allowing you to move the needle, innovate to meet challenges and achieve our collective goals.

If your values align with ours, join us to elevate your C.O.O.L. factor:

• Communicate openly, honestly, and effectively with internal teams and clients.
• Own your accountabilities and decision-making.
• Operate with initiative.
• Learn to grow and embrace change.

Apply now.

If you have 70% of what we're looking for, express your interest here. Please contact us at [email protected] and let us know what accommodations or assistance we can provide you during the application process.

What you can expect from our interview process:

• A virtual interview with a Talent Advisor discussing your interest in the role and the company. 
  The conversation will be recorded using BrightHire, an AI-powered video interview tool. More details will be shared when you are invited to interview.
• A 30 minute virtual interview with the Director of Product to share more about your experience and career history.
• An in-person interview with the Director of Product . This is a chance to dive deeper into your career path and technical skills as well as complete an initial Criteria assessment.
• A virtual interview with the CEO.
• A Kolbe assessment and reference checks

At Genuine Comfort we are committed to hiring the best qualified candidates that align with our company core values regardless of culture, race, disability or gender.

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