Customer Care Manager

Customer Care Manager

About the Role

Sundays is a direct-to-consumer, online-first furniture start-up based out of Vancouver, BC. We’re a young company with big plans so we’re looking for talented and driven individuals to grow with us!

Reporting to the Operations Manager and with 4 direct reports to start (2 x Customer Care Supervisors & 2 x Trade Associates), the Customer Care Manager will be responsible for continuing to shape Sundays Customer Care and ensure associates have the tools & skills to provide our customers with the kind of service they will rave about.

You are a problem solver who can think on your feet. You turn customer concerns into opportunities, and you thrive in a fast-paced environment. You’ll work to set and meet customer service SLAs & Trade KPIs, create and improve efficiencies in the department, and motivate and grow the Customer Care team.

You are organized, detail oriented, a strong problem solver, authentic and customer centric.

This is a new position at Sundays. The Customer Care team size is currently comprised of 8 full time associates, 1 part time associate & continuing to grow rapidly.

Duties and Responsibilities

  • Lead the supervisors & wider team to provide exceptional customer service through chat, email and phone communication ensuring customer expectations are met and exceeded.
  • Coach and develop the Customer Care Supervisors & Trade Associates to support the team achieving departmental goals
  • Ensure that the team is up to date on all system and process changes as well as SOPs
  • Drive changes and improvements to processes related to Customer experience in the spirit of innovation.
  • Plan, prioritize and delegate tasks to achieve outcomes.
  • Develop and implement processes and strategies that are aligned with business goals; develop and document process flows.
  • Communicate customer feedback with marketing and logistics teams to implement improvements.
  • Responsible for planning staffing based on revenue forecasting and collaborate with HR in hiring new employees.
  • Keep up to date with customer service trends in the industry an adapt our policies as appropriate.
  • Ensure SLA targets are met; report on and analyze current performance of the department. Conduct 3 month and annual reviews.
  • Handle customer escalations as needed if passed on from associates to supervisors to maintain an excellent customer experience.
  • Focus on fostering a positive working environment & social activities within the department

Required Skills and Experience

  • Minimum 3 years of progressive leadership experience working in a customer service environment
  • Confident in multitasking, prioritizing and organizing tasks to meet deadlines and increase efficiency.
  • Excellent communication (oral, written) and interpersonal skills with people at any level of an organization.
  • Experience implementing and planning complex processes in an omnichannel retail environment across cross-functional teams.
  • Driven by results with proven experience setting and meeting targets and KPIs.
  • Work independently with little day-to-day supervision.
  • Intermediate to advanced computer skills including Microsoft Office programs (Excel, Teams & Outlook), navigating the web and the ability to type 50+wpm.
  • Experience working with Shopify, SAP & Freshdesk a significant asset.
  • If working from home, must have a minimum upload & download speed of 15mbps.
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