Head of Customer Care & Experience

Lisa Gozlan Jewelry; Toronto; On-site; CAD 70,000 - 80,000; Full time

Job summary

Lisa Gozlan Jewelry Inc. is seeking a Customer Care Manager to lead and elevate the customer experience across digital, retail, and brand touchpoints. You will build a high-performing team, define service standards, and own end-to-end escalation handling.

You'll partner with Ecommerce, Operations and Marketing to optimize workflows, monitor KPIs such as response times and NPS, and implement tools like Shopify, Gorgias, Loop, ShipStation, and Klaviyo to drive operational excellence.

Qualifications

• 3+ years in Customer Care or related field with leadership experience.
• Experience in ecommerce, retail, or customer-facing roles.
• Proven ability to coach and develop teams, manage escalations.
• Strong communication and problem-solving skills.

Responsibilities

• Lead and develop the Customer Care team, set standards and processes.
• Manage escalations including high-value orders and influencers.
• Oversee KPIs and performance reporting to leadership.
• Collaborate cross-functionally with Ecommerce, Ops, Product, Marketing.
• Implement and improve tools and workflows (Shopify, Gorgias, Loop, ShipStation).

Skills

People leadership

Customer service

Process improvement

Cross-functional collaboration

KPIs & analytics

Shopify/Gorgias familiarity

Tools

Shopify

Gorgias

Loop

ShipStation

FedEx

Klaviyo

Job description

Lisa Gozlan Jewelry Inc. is seeking a Customer Care Manager to lead and elevate the customer experience across digital, retail, and brand touchpoints. You will build a high-performing team, define service standards, and own end-to-end escalation handling.

You'll partner with Ecommerce, Operations and Marketing to optimize workflows, monitor KPIs such as response times and NPS, and implement tools like Shopify, Gorgias, Loop, ShipStation, and Klaviyo to drive operational excellence.