Ecommerce Customer Service Team Leader

3 weeks ago

Toronto, Canada Pivotal Talent Search Full time

What you’ll doLead and Manage Customer Service OperationLead, 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 agentsRecruit, onboard and train new team members to consistently delight our customers in our brand voiceMaintain and evolve customer service processes; cascade and bridge communications on business priorities through weekly updatesAct as the primary escalation point for customer claims and issues; liaise with Operations and Marketing to provide recommendations and administer resolutionImplement new initiatives and ensure SLAs are met with high levels of customer satisfaction, including establishing responses for emerging issues and providing answers to FAQsWork 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 objectivesServe as subject matter expert and admin for customer service tools such as ticket and return management systemsSpecial ProjectIdentify opportunities and develop strategies to improve operational processesAssist in onboarding new employeesAssist in planning events and employee engagement activitiesContribute to any project; be flexible and prepared to help wherever neededWho you arePositive, organized and excited customer service leader with a growth mindset to lead our team in delivering a delightful experience to all supportersAlways looking for the right solution to every problemA 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 finishReady to work one-on-one with team members to develop their skills and identify areas for improvementExcellent communication skills, both written and verbalExcited to adapt and evolve in a dynamic environment; open-minded with a global mindsetSuccessful candidates will be passionate about our mission, our dolls, and our customerExperience as administrator for ticket management tools such as Zendesk is an assetExperience with tech stack and with e-commerce platforms such as Shopify is an assetExperience with ecommerce or consumer order processes is preferredWorking with usWe are an equal opportunity employer. We are committed to providing an inclusive, safe, and equitable work environment for all employees.Comprehensive health insurancePaid time offDiscounted productsHybrid office / work from home scheduleCasual dressDiscounted / free foodOn-site parkingSeniority levelAssociateEmployment typeFull-timeJob functionCustomer Service, Administrative, and Project ManagementIndustries: Manufacturing #J-18808-Ljbffr

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