Ecommerce Customer Service Team Leader

Pivotal Talent Search; Toronto; Hybrid; CAD 60,000 - 80,000; Full time

Job summary

A leading talent acquisition firm in Toronto seeks a Customer Service Leader to manage operations, develop a high-performing team, and enhance customer satisfaction. This full-time role requires strong leadership skills, effective communication, and a passion for customer experience. Benefits include comprehensive health insurance, paid time off, and a hybrid work environment.

Benefits

Comprehensive health insurance

Paid time off

Discounted products

Hybrid office / work from home schedule

Casual dress

Discounted / free food

On-site parking

Qualifications

• Positive and organized leader with a growth mindset.
• Experience in customer service and team management.
• Passionate about improving customer experience.

Responsibilities

• Lead and manage customer service operation.
• Recruit and onboard new team members.
• Develop and report customer service KPIs.

Skills

Customer service leadership

Excellent communication skills

Problem-solving

Team management

Adaptability

Tools

Zendesk

Shopify

Job description

What you’ll do

• Lead and Manage Customer Service Operation
• Lead, coach and develop a strong full and part-time team toward achieving top-tier customer service while promoting a positive and delightful working environment; includes regularly scheduling 24 / 7 rosters, assigning activities / projects and prioritizing 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 point for customer claims and issues; liaise with Operations and Marketing to provide recommendations and administer resolution
• Implement new initiatives and ensure SLAs are met with high levels of customer satisfaction, including establishing responses for emerging issues and providing answers to FAQs
• Work proactively to prevent or manage major customer service issues (e.g., backorders, product recalls, fraud prevention)
• Develop and report customer service KPIs to meet team objectives
• Serve as subject matter expert and admin for customer service tools such as ticket and return management systems

Special Project

• Identify opportunities and develop strategies to improve operational processes
• Assist in onboarding new employees
• Assist in planning events and employee engagement activities
• Contribute to any project; be flexible and prepared 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 supporters
• Always looking for the right solution to every problem
• A champion for the customer experience. When developing new products, processes and programs, you think about how to make it a great customer experience from start to finish
• Ready to work one-on-one with 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; open-minded with a global mindset
• Successful candidates will be passionate about our mission, our dolls, and our customer
• Experience as administrator for ticket management tools such as Zendesk is an asset
• Experience with tech stack and with e-commerce platforms such as Shopify is an asset
• Experience with ecommerce or consumer order processes is 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.

• Comprehensive health insurance
• Paid time off
• Discounted products
• Hybrid office / work from home schedule
• Casual dress
• Discounted / free food
• On-site parking

Seniority level

• Associate

Employment type

• Full-time

Job function

• Customer Service, Administrative, and Project Management
• Industries : Manufacturing

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