Customer Service Team Leader (Ecommerce) #2140

Pivotal Talent Search; Toronto; Hybrid; CAD 70,000 - 90,000; Full time

Job summary

A growing customer service firm in Toronto seeks an experienced Customer Service Leader to guide the team in delivering exceptional service. This role involves leading operations, enhancing customer satisfaction strategies, and training new members. Candidates should have strong leadership skills and experience with ticket management tools. The position offers a hybrid work model and employee benefits, ensuring a positive work environment.

Benefits

Comprehensive health insurance

Company events

Paid time off

Discounted products

Hybrid work from home schedule

Casual dress

Discounted/free food

On-site parking

Qualifications

• Experience in customer service leadership with a focus on team development.
• Strong communication skills, both written and verbal.
• Experience with e-commerce platforms and order processes preferred.

Responsibilities

• Lead and manage customer service operations and teams.
• Implement new initiatives to improve customer satisfaction.
• Develop and report KPIs related to customer service.

Skills

Leadership

Customer service

Communication skills

Problem-solving

Organizational skills

Tools

Zendesk

Shopify

Job description

Overview

Full job description

Reporting to the President, this special person will be responsible for leading our customer service team and operations in delighting our customers.

Our customer service squad is made up of the brightest, nicest people who make our beloved customers their number one priority. Our goal is to build complete trust in our brand and our mission through remarkable customer service. If you’re looking for a role that improves lives around the world with a company whose mandate is to make a difference, this position is for you.

Responsibilities

• Lead and Manage Customer Service Operations
• Lead, coach and develop a strong full and part-time agents toward achieving top tier customer service while promoting a positive and delightful working environment; includes regularly scheduling / 7 rosters, assigning various activities / projects and prioritize workload for agents; payroll / invoice management for agents
• Recruit, onboard and train new team members to consistently delight our customers in our brand voice
• Maintain and evolve customer service processes; cascade and bridge communications on business priorities through weekly updates
• Act as the primary escalation points to customer claims and issues; liaise with Operations and Marketing team to provide recommendations and administer resolutions
• Implement new initiatives and ensure SLAs are met with high levels of customer satisfaction, including establishing responses for emerging issues and writing answers to FAQ
• Work proactively to prevent or manage major customer service issues (ie. backorders, product recall, fraud prevention, etc.)
• Accountable and responsible for developing and reporting customer service KPI’s to meet team objectives
• Subject matter expert and admin responsibilities in utilizing customer service tools such as our ticket and return management systems

Special Projects

• Identify opportunities and develop strategies to improve operational processes
• Assist in onboarding new employees
• Assist in Planning events and employee engagement activities
• Work on any project that may come up – you are flexible and prepared to roll up your sleeves to help wherever needed

Who you are

• Positive, organized and excited customer service leader with a growth mindset to lead our team in delivering a delightful experience to all of our supporters.
• Always looking for the right solution to every problem.
• A champion for the customer experience. When we’re developing new products, processes and programs, you’re always thinking about how to make it a great customer experience from start to finish.
• Ready to work one-on-one with our team members to develop their skills and identify areas for improvement.
• Excellent communication skills, both written and verbal
• Excited to adapt and evolve in a dynamic environment. We’re a small company, but we’re growing!
• Open-minded with a global mindset, curious to understand and learn new perspectives
• Successful candidates will be passionate about our mission, our dolls, and our customers.
• Experience as administrator for ticket management tools such as Zendesk considered an asset
• Experience with tech stack and with e-commerce platforms such as Shopify considered an asset
• Experience with ecommerce or consumer order processes preferred

Working with us

We are an equal opportunity employer. We are committed to providing an inclusive, safe, and equitable work environment for all employees.

We offer

• comprehensive health insurance
• company events
• paid time off
• discounted products
• hybrid office / work from home schedule
• casual dress
• discounted / free food
• on-site parking