Canada Customer Service Manager – Lead World‑Class Support

SNS Activewear Canada Inc.; Toronto; Remote; CAD 80,000 - 90,000; Full time

Benefits offered by this job

Team spirit

Career growth

Apparel discounts

Health benefits

Employee events

Modern equipment

Job summary

SNS Activewear Canada Inc. is seeking a Customer Service Manager Canada to lead our contact center team and enhance customer satisfaction across Canada. You will work daily with center staff to resolve complex issues, shape processes, and ensure efficient operations that drive loyalty and retention.

The role emphasizes bilingual English/French support, cross-border coordination, and collaboration with U.S. teams to optimize fulfillment and service delivery in a dynamic apparel business

Qualifications

• 1-5 years proven working experience as contact center manager or supervisor.
• Experience in providing customer service support.
• Experience supporting Canadian customers, operations, or service escalations preferred.
• Excellent knowledge of management methods and techniques.
• Ability to think strategically and to lead.
• Strong client-facing and communication skills.
• Ability to prioritize and manage multiple responsibilities.
• Exceptional attendance and punctuality.
• Ability to work in a team environment.
• Experience with Microsoft Office.
• Bilingual English/French required; Canadian French proficiency preferred.

Responsibilities

• Be a prominent positive representative on the organization’s leadership team.
• Help devise and determine how we can create processes to build a world class support team.
• Field requests and support communications from our internal and external customers.
• Support customer service needs, escalations, and operational communications for Canadian customers and business partners.
• Respond to, troubleshoot, and resolve daily fulfillment and delivery issues, piecing together the end-to-end story to identify root causes and see cases through to resolution.
• Partner with U.S. and Canadian teams to resolve cross-border fulfillment, delivery, and customer experience issues.
• Support supervisors as they respond to, troubleshoot, and resolve daily fulfillment and delivery issues, piecing together the end-to-end story to identify root causes and see cases through to resolution.
• Hold leadership staff accountable for expectations to identify trends and expose prime opportunities to improve our operations and increase customer satisfaction.
• Track learning and best practices to contribute to improving and developing Standard Operating Procedures (SOP’s).
• Help to organize and execute Work Force Management needs as necessary.
• Support activities for the department as needed and requested.
• Promote good relations between external and internal customers.
• All other duties assigned by management.

Skills

Contact center management

Leadership

Bilingual English/French

Client-facing communication

Strategic thinking

Tools

Microsoft Office

Job description

SNS Activewear Canada Inc. is seeking a Customer Service Manager Canada to lead our contact center team and enhance customer satisfaction across Canada. You will work daily with center staff to resolve complex issues, shape processes, and ensure efficient operations that drive loyalty and retention.

The role emphasizes bilingual English/French support, cross-border coordination, and collaboration with U.S. teams to optimize fulfillment and service delivery in a dynamic apparel business