Customer Care Team Lead

Sundays-Company-; Vancouver; On-site; CAD 55,000 - 65,000; Full time

Benefits offered by this job

Competitive salary

Three weeks vacation

Flexible, design-forward office in VAN

Fully stocked kitchen

Ergonomic desks

Product discounts

Professional development

Job summary

Sundays is seeking a Customer Care professional to join our Vancouver team. You will deliver exceptional service via chat, email and phone, manage orders, and keep customers informed throughout the purchase process.

As part of a collaborative department, you will support logistics, showroom inquiries and returns while helping drive sales with product knowledge and a customer-first approach.

Qualifications

• Customer care mindset and communication skills.
• Experience in handling orders and returns.
• Ability to work across chat, email and phone.

Responsibilities

• Provide exceptional customer service through chat, email and phone.
• Assist customers with managing orders and updates.
• Provide timely updates on order status.
• Manage bulk communications to customers.
• Support and drive sales transactions.
• Understand the Sundays product assortment.
• Assist with logistics and showroom inquiries.
• Process product return requests and approvals.
• Manage customer reviews on external platforms.
• Approve escalations and support Customer Care Associates.
• Ensure Training and Product Knowledge resources are up to date.

Skills

Customer service

Communication

Order management

Sales support

Product knowledge

Problem solving

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.