Customer Care Team Lead

Hetta; Vancouver; Hybrid; CAD 55,000 - 65,000; Full time

Benefits offered by this job

Salary 55k-65k CAD

3 weeks vacation

Design-forward office in Vancouver

Fully stocked kitchen

Ergonomic desks

Staff discounts – Sundays & Hetta

Professional development opportunities

Job summary

Hetta, based in Vancouver, is expanding its Customer Care team to deliver exceptional service across chat, email and phone. You will manage orders, communicate updates, assist with logistics, and support showroom inquiries in a design-forward environment.

We offer a competitive salary with a performance bonus, three weeks of vacation, generous staff discounts on Sundays and Hetta, and opportunities for professional development as we scale.

Qualifications

• You are organized, detail-oriented, authentic and passionate about customer care.

Responsibilities

• Provide exceptional customer service through chat, email and phone communication ensuring customer expectations are met and exceeded.
• Support customers with managing orders as needed throughout the purchase process
• Provide customers with timely communication on updates to existing orders as needed
• Manage bulk communication to customers on order updates as needed
• Support and drive sales transactions with customers
• Understand the Sundays product assortment
• Support customers with logistics execution and problem solving
• Support retail with inquiries from customers in the showroom
• Manage product return requests from customers through approval
• Manage customer reviews on external platforms
• Approve escalations from Customer Care Associates related to orders
• Support Customer Care Associates with questions relating to orders, processes, product and escalations
• Support in ensuring all Customer Care Associates have required Product Knowledge training and resources from Product and Marketing
• Support in ensuring all Customer Care Product Knowledge pages and resources are up to date
• Support on department projects, as required

Skills

Customer service

Order management

Sales support

Communication

Team collaboration

Job description

Sundays was founded in Vancouver in 2019 by four friends with deep roots in furniture and retail. We design West Coast modern pieces: warm, functional, built to last. We sell direct to customers across the US and Canada, online and through showrooms in New York, Pasadena, Vancouver, Toronto, and Calgary. Our sister brand Hetta takes a more refined, traditional approach, while upholding the same commitment to quality.

We take pride in our Customer Care Team providing exceptional customer service to help expand our brand. Our team members are experts at turning customer concerns into opportunities, solving problems, and ensuring we deliver the kind of customer service people rave about.

You are organized, detail-oriented, authentic and passionate about customer care.

DUTIES & RESPONSIBILITIES:

DAY-TO-DAY (80%)

• Provide exceptional customer service through chat, email and phone communication ensuring customer expectations are met and exceeded.
• Support customers with managing orders as needed throughout the purchase process
• Provide customers with timely communication on updates to existing orders as needed
• Manage bulk communication to customers on order updates as needed
• Support and drive sales transactions with customers
• Understand the Sundays product assortment
• Support customers with logistics execution and problem solving
• Support retail with inquiries from customers in the showroom
• Manage product return requests from customers through approval
• Manage customer reviews on external platforms

DEPARTMENT MANAGEMENT (20%)

• Approve escalations from Customer Care Associates related to orders
• Support Customer Care Associates with questions relating to orders, processes, product and escalations
• Support in ensuring all Customer Care Associates have required Product Knowledge training and resources from Product and Marketing
• Support in ensuring all Customer Care Product Knowledge pages and resources are up to date
• Support on department projects, as required

WHAT WE OFFER

• Competitive salary and performance bonus tied to channel outcomes.
• Three weeks of vacation in your first year.
• A flexible, collaborative work environment with a design-forward office in Vancouver.
• Fully stocked kitchen with snacks, coffee, and tea.
• Ergonomic workstations with sit-stand desks.
• Generous product discounts across Sundays and Hetta.
• Opportunities for professional development and career growth as the company scales.

The salary for this role is currently budgeted between $55,000 - $65,000 per year.