About Clutch At Clutch, we are reinventing the way Canadians buy and own cars. We had enough of traditional dealerships that took advantage of customers and knew that we could build an incredible car-buying experience while leaving a positive impact on the communities we serve. Recently named one of the Fastest Growing Canadian Companies by the Globe Mail and one of the Top Canadian Startups by LinkedIn, we’re looking to add to our great team of people who embrace hard things, think like owners, and love to help their teammates.

We pride ourselves on our high-quality certified vehicles, great prices, and customer experience. ca, customers can browse a large selection of high-quality vehicles, buy a car that's right for them, and enjoy seamless delivery—all from the comfort of their homes. Founded in 2016 and headquartered in Toronto, Clutch services Alberta, British Columbia, Nova Scotia, New Brunswick, Newfoundland, Ontario, Prince Edward Island, and Saskatchewan.

We are backed by world-class investors including D1 Capital Partners, Canaan, BrandProject, Real Ventures, Upper90, FJ Labs, Global Founders Capital, and Azure Capital Partners.

About The Role

As a Team Lead, Service Coordinator , you will oversee an assigned vehicle service queue, ensuring vehicles progress efficiently from intake to delivery readiness. You'll review inspections, authorize repairs, coordinate with cross-functional teams, and manage priorities to balance vehicle quality, turnaround times, and customer commitments. Working closely with Production, Customer Experience, Delivery, and Repair teams, you'll provide status updates, resolve service-related issues, maintain accurate documentation, and help identify opportunities to improve processes and operational efficiency.

This role is ideal for someone with strong automotive knowledge, sound decision-making skills, and experience managing multiple priorities in a fast-paced environment.

What You’Ll Do

Service Queue Management: Own and manage an assigned vehicle service queue from intake through completion. Prioritize vehicles based on delivery commitments, customer impact, aging, and operational needs. Monitor vehicle status throughout the repair process and proactively address delays or bottlenecks.

Ensure vehicles progress efficiently through inspection, repair, quality control, and delivery readiness. Repair Authorization Decision Making: Review inspection findings, technician recommendations, and repair estimates. Approve repairs within established guidelines and escalation thresholds.

Balance vehicle quality, repair costs, turnaround time, and customer outcomes when making decisions. Ensure repairs align with Clutch quality standards and operational objectives. Stakeholder Communication: Act as the primary liaison between Production, Customer Experience, and Delivery teams for service-related matters.

Provide timely and accurate updates on vehicle status, repair timelines, and delays. Support internal escalations by gathering information, evaluating repair options, and recommending solutions. Maintain clear documentation of decisions, approvals, and communication.

Operational Execution: Create, manage, and close repair orders accurately and efficiently. Maintain service records, repair documentation, and supporting data within company systems. Ensure adherence to service processes, approval workflows, and service-level agreements.

Support daily operational reviews by identifying risks, delays, and priority vehicles. Continuous Improvement: Identify recurring repair trends, workflow inefficiencies, and operational bottlenecks. Provide feedback to Production, Inspection, and Leadership teams to improve vehicle quality and throughput.

Support process improvement initiatives aimed at reducing turnaround times, minimizing rework, and improving stakeholder experience. Contribute to the development of service standards, repair guidelines, and operational best practices.