Assistant Customer Service Manager

Assistant Customer Service Manager
Keolis Canada & Red Arrow: 606 5 Ave SW, Calgary, AB
Full-Time Employment |Salary Position $52-$55K | Leadership Role | Benefits + RRSP Contributions

Join Our Team as an Assistant Customer Service Manager in Calgary!
Every great travel experience starts with a great team. As our Assistant Customer Service Manager in Calgary, you’ll be the person who brings that team together, setting the tone, supporting your staff, and stepping in when it matters most. Keolis Canada, operating as Red Arrow, is looking for an experienced, people-focused leader to oversee our Calgary operations and help deliver the kind of service our passengers remember for the right reasons.

What you’ll do

• Lead, recruit, train, and support a customer service team, ensuring proper staffing and ongoing service & staff development


• Build and manage staff schedules to maintain operational efficiency


• Handle and resolve customer concerns in line with company policies and service standards


• Oversee daily cash handling, deposits, and reconciliation


• Assist with annual budgeting and monitor office expenses


• Manage staff incentive programs and performance tracking


• Ensure accurate billing, timecards, and timely submission to accounting and payroll


• Track and report on office KPIs and financial performance


• Lead/Participate in management meetings, conference calls, and assigned committees


• Support passenger operations as needed, including bookings, check-in, and boarding


• Daily office administrative duties

What we’re looking for

• 5- 7 years of experience in customer service, transportation or hospitality environment


• At least 3 years of people management or supervisory experience


• Working knowledge of accounting and record-keeping related to ticket sales


• Strong people leadership, communication, and interpersonal skills


• Excellent organization and time-management abilities in a fast-paced setting


• High proficiency with Microsoft Office and database systems


• A friendly, service-driven approach with a professional mindset


• Willingness to travel, as occasional coverage travel may be required

Bonus points (preferred experience)

• Call center experience


• Experience with computerized ticketing or booking systems


• Certificate or Diploma in Office Administration or a related field


• Experience in the tourism, hospitality or transportation industry

Why work with us

• Full-time, permanent position


• Annual salary range of $52,000–$55,000


• Health and dental benefits plus RRSP contributions


• Employer-paid parking


• Discounted travel on Red Arrow luxury motorcoaches

About Keolis: Keolis provides mobility to over 3.4B passengers a year in 15 countries, operating every mode from commuter trains and automated metros to shared bicycles. The almost 1,857 employees of Keolis Canada operate light rail vehicles, urban buses, intercity coaches and airport shuttles. For over 12M passengers a year, they make reaching their destination a safe, reliable and pleasant experience.