Customer Service Manager

We are seeking a Customer Service Manager who excels in managing operations and possesses the ability to build and coach a positive work environment. Our ideal candidate will foster a culture where employees enjoy coming to work and feel motivated to deliver exceptional service.

As the Customer Service Manager, you will have the opportunity to:

• Empower Employees: Encourage autonomy, trust, and initiative. Empower team members to take ownership of their roles and contribute to the overall success of the department.
• Create a Supportive Atmosphere : Cultivate an environment where collaboration, empathy, and mutual respect flourish. Your leadership will set the tone for a cohesive and uplifting workplace.
• Coach and Develop: Invest in your team’s growth. Provide regular feedback, mentorship, and skill development opportunities. Help team members reach their full potential.
• Celebrate Wins: Recognize achievements, both big and small. Whether it’s hitting targets, resolving complex issues, or fostering teamwork, celebrate the wins together.
• Promote Work-Life Balance: Prioritize employee well-being. Encourage work-life balance, stress management, and mental health awareness.
• Lead by Example: Demonstrate the positive attitude, adaptability, and resilience you expect from your team. Be approachable, open to feedback, and solution-oriented.
• Address Challenges: When faced with challenges, approach them as opportunities for growth. Involve the team in problem-solving and encourage creative

Responsibilities:

• Daily Oversight: Supervise the team’s activities related to providing customer support. This includes processing orders, handling product returns, issuing credit notes, tracking orders, and resolving disputes.
• Team Leadership: Lead and inspire a team of Customer Support Representatives.
• Problem Resolution: Investigate and resolve non-routine customer complaints and major issues.
• Continuous Improvement: Regularly assess the level of service provided to customers and proactively identify areas for enhancement.

Essential Qualifications:

• Leadership Experience: You should possess 3-5 years of leadership experience within a similar environment (orders, returns, credit notes, tracking, etc.). We seek someone with a history of achieving outstanding results. Whether you’re an established team lead or ready to take the next step, we encourage you to apply.
• Technology Proficiency: Familiarity with Shopify + , Microsoft 365 , Gorgias is advantageous.
• Bilingual Proficiency: Bilingualism (French/English) is required to support clients throughout North America .
• Proven Track Record: We seek someone with a history of effectively managing teams and achieving outstanding results.
• Positive Personality: As a leader, you’ll be supportive, empathetic, personable, and upbeat. Stress doesn’t rattle you, and you trust your employees to excel without micromanaging.
• Analytical and Problem-Solving Skills : Excellent analytical abilities are crucial.
• Initiative and Autonomy: You thrive on taking initiative, adapt well to changing circumstances, and can handle multiple tasks simultaneously while keeping an attention to detail.