Customer Care Manager — Leadership & Trade Support

Sundays-Company-; Vancouver; Hybrid; CAD 70,000 - 95,000; Full time

Benefits offered by this job

Competitive salary with bonus

Comprehensive benefits plan

Hybrid work environment

Job summary

Sundays is seeking a Customer Care Manager in Vancouver to lead the Customer Care team across Care, Resolutions and Trade, ensuring high-quality customer interactions from order receipt to shipment. The role reports to the Director, Customer Operations and drives process improvements, staff development, and cross-functional collaboration for an exceptional brand experience.

You will partner with Product and Marketing to keep knowledge resources current, manage escalations, and maintain

Qualifications

• 3–5 years of progressive leadership experience in a customer service environment.
• Excellent communication skills with all levels of an organization.
• Experience planning complex processes in an omnichannel retail setup.
• Proven track record of meeting targets and KPIs.
• Capable of working independently with minimal supervision.
• Strong Microsoft Office and web navigation skills; typing speed 50+wpm.

Responsibilities

• Lead and mentor the Customer Care team to deliver high-quality interactions.
• Recruit, hire, and train new team members and manage schedules.
• Coach on order processing, escalations, and product knowledge.
• Collaborate with Product and Marketing to keep knowledge bases up to date.
• Oversee Customer Care, Resolutions and Trade functions to meet SLAs.
• Analyze reports and drive process improvements for efficiency.

Skills

Leadership

Communication

Process design

KPI management

Independent worker

Excel

Shopify experience

SQL

Data analytics

Cross-functional collaboration

Tools

SAP

Shopify

Visio

Excel

Job description

Sundays is seeking a Customer Care Manager in Vancouver to lead the Customer Care team across Care, Resolutions and Trade, ensuring high-quality customer interactions from order receipt to shipment. The role reports to the Director, Customer Operations and drives process improvements, staff development, and cross-functional collaboration for an exceptional brand experience.

You will partner with Product and Marketing to keep knowledge resources current, manage escalations, and maintain