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.

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 in the Markham, Ontario office.

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.

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.

• 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…