Director of Customer Service

3 weeks ago


Montréal QC HN N, Canada Manmade Full time

**Who is Manmade?**

We’re a Montreal-based online retailer of premium quality essentials, known particularly so far for our men’s boxer briefs. We have been rapidly growing since launching in 2021, and the brand is truly at a turning point to becoming a household name in Canada, and already growing in parallel in the US market.

**Who are we looking for?**

The Director of Customer Service will lead and oversee the customer service department, ensuring excellent service standards, operational efficiency, and high customer satisfaction. This role involves strategic planning, staff management, performance monitoring, and continuous improvement initiatives.

**Is this for you?**

We are growing so rapidly, so things are changing quickly, and an in-house presence is required.

**What else are we offering?**

We offer extended health and dental benefits, 100% fully paid by the employer. We offer catered lunches every day and all the snacks, drinks, coffee, and fruit you could want.

**Key Responsibilities**
- Lead, mentor, and support our customer support and experience teams to bring out their best.
- Shape and implement customer service strategies that align with our overall company goals.
- Set clear targets, KPIs, and service level expectations to keep the team on track and customers happy.
- Manage scheduling to ensure our team is ready to assist customers across all channels whenever needed and build a cohesive daytime/evening shift team, emphasizing the importance of coordination between shifts.
- Keep quality standards high to ensure every customer interaction is consistent and high quality.
- Continuously improve and streamline our processes to make customer service more efficient and effective.
- Oversee customer service tech, like CRM systems, to keep everything running smoothly.
- Keep a pulse on customer feedback and industry trends to find ways to elevate our service.
- Work closely with teams across the company (Product, Sales, Marketing) to create a seamless customer experience.
- Champion the customer’s perspective within the organization to keep their needs at the heart of business decisions.
- Share regular reports and insights with leadership to keep them updated on performance and progress and to share insights and recurring issues with production to drive improvements.
- Conduct regular performance reviews and ongoing training to support team development and maintain high standards.
- Leverage data to find opportunities for faster, better service and increased customer satisfaction.

**Requirements**:

- 5-7 years of experience in customer service, with at least 2 years in a leadership role.
- Degree in Business Administration, Communications, or a related field
- Strong knowledge of customer service software, CRM systems, and customer feedback tools.
- Extensive knowledge of Shopify and Gorgias is considered a strong asset.
- Proven experience in developing and executing customer service strategies.
- Excellent communication, leadership, and interpersonal skills.
- Analytical and strategic thinker, with the ability to manage complex problems.
- Demonstrated ability to foster a positive, inclusive, and high-performance team culture.

**Job Types**: Full-time, Permanent

**Benefits**:

- Dental care
- Discounted or free food
- Extended health care
- Life insurance
- Vision care

Work Location: In person



  • Montréal, Canada INNOTEX INC. Full time

    If you enjoy working in an industry that makes a difference in the field of community protection and security, then we have the perfect role for you. Our rapidly growing team is currently looking for a motivated and dynamic individual to fill the role of **Customer Service Director**. Reporting directly to the Vice President of Marketing and Communications,...


  • Montréal, QC, Canada Royal Bank of Canada Full time

    **Job Summary** **What is the Opportunity?** The Creditor Customer Service Representative will interact with clients over the phone, and provide them with insurance advice and solutions based on their individual needs. You will strive to constantly improve functions taking a client focused approach to effectively process client requests and provides advice...


  • Montréal, Canada BrainFinance Full time

    BrainFinance is a leading financial technology company that provides responsible and constructive credit solutions to consumers. We are redefining access to credit through our revolutionary technology that utilizes machine learning and automation capabilities to offer better and simpler financial services to everyone. A true innovation lab, our team...


  • Montréal, QC H2N 2C9, Canada FDJ French Dressing Jeans Full time

    **English will follow** **FDJ French Dressing Jeans** **Notre vision** FDJ est une entreprise de denim et de vêtements pour femmes basée à Montréal. Nous ne sommes pas seulement une entreprise de jeans. Nous représentons une manière totalement nouvelle de vêtir les femmes. Le pouvoir des femmes est notre ligne directrice chez FDJ. **Le...


  • Montréal, QC, Canada Village Grace - Les Communautés de retraités Massawippi Full time

    Director of Corporate Services Location: Sherbrooke, QC Employment Type: Full-Time Application Deadline: February 28th, 2025 About Us: Grace Village is a renowned residential center for seniors, dedicated to providing compassionate and high-quality care. We are seeking a Director of Corporate Services to lead and oversee our financial, administrative,...


  • Montréal, QC H2N 2C9, Canada Moose Knuckles Canada Full time

    _**WHAT WE BELIEVE**_ We believe in inclusion, we believe in self-expression, we believe in no judgement and we believe in individualism. - **WHO WE ARE**_ We are bold, we are tenacious, we are courageous and brave. We are a cast of characters; We embrace our differences and we share our likenesses. **Some of What You’ll Do**: - Must be available to...


  • Montréal, QC, Canada Eye Health MD Full time

    See if you are our next: **CUSTOMER SERVICE SUPERVISOR** Eye Health MD (a partner of Vision Group) is a specialty eye clinic offering advanced eye care services and cutting-edge technology. It is a leader in its industry, providing world-class eye care and treatment. Our advanced eye care clinics provide specialized services to patients with serious eye...


  • Montréal, Canada Lantic Inc. Full time

    WHY JOIN LANTIC? - It's simple: we strive to be a great company to partner with, work for and invest in, offering best-in-class portfolio of natural sweetener solutions. - With over 130 years of experience, we have proven that we are committed to creating lasting brand connections and long-term business partnerships. - We stand proud of our heritage, and as...


  • Montréal, Canada National Bank of Canada Full time

    A career as a customer service agent in dispute demonstrates your analytical skills as well as your ability to make decisions. It means having a positive impact on the process of challenging our customers. **Your remuneration** The salary starts at $23.75 per hour and we offer a program to reimburse your education. **Your job** - Answer incoming and...


  • Montréal, QC, Canada AJ Walter Aviation Full time

    **English will follow** AJW Group est un leader mondial indépendant spécialisé dans la chaine d'approvisionnement, l'échange, la réparation et la location de composants d'avions. Riche de plus de 90 ans d'expérience dans le domaine de l'aviation, AJW soutient plus de 1000 compagnies aériennes dans 100 pays. L'une des principales divisions du groupe...


  • Montréal, Canada Telus Health Full time

    TELUS Health is empowering every person to live their healthiest life. Guided by our vision, we are leveraging the power of our leading edge technology and focusing on the uniqueness of each individual to create the future of health. As a global-leading health and well-being provider - encompassing physical, mental and financial health - TELUS Health is...


  • Montréal, Canada Coveo Full time

    **The Challenge**: As a Director of Customer Success at Coveo, you will lead a team of dedicated Customer Success Managers, and scale our Customer Success practice. Reporting directly to the Vice President, Customer Success, you will be driving operational excellence, and managing the adoption and enablement of our solution. Your focus is on delivering value...

  • Customer Service

    3 weeks ago


    Montréal, QC, Canada Peluche Vieux-Montreal Full time

    Job Summary: Join our team as a Customer Service Representative where you will play a vital role in providing exceptional service to our valued customers. As a Customer Service Representative, you will be the first point of contact for customers, assisting them with inquiries, resolving issues, and ensuring their satisfaction. Your strong communication...


  • Montréal, Canada Lantic Inc. Full time

    **Category**:Sales **Location**:Montreal **Job Summary**: Lantic, a company that has been around for over 125 years, has become a favorite Canadian brand not only through its products, but also through its people. We believe that the main ingredient in our success is our people. We are currently looking for a Temporary Customer Service Representative to...

  • Customer Service

    3 weeks ago


    Montréal, QC, Canada BakeMark Full time

    When it comes to baking, BakeMark has its own secret ingredient: a team of passionate talented employees. For over 100 years, BakeMark has stood for excellence in quality and service, for our customers, our stakeholders and our colleagues. We attribute our success to our colleagues and their contributions towards meeting the needs of our customers and...


  • Montréal, Canada Amilia Full time

    **Who we are**: Amilia is more than just a tech company - we’re a close-knit community made up of caring, entrepreneurial-minded individuals. Our multi-disciplinary team members will challenge and support you on every project. We care about our work, our colleagues, and our clients! **What we do**:We provide an eCommerce platform for activities and...


  • Montréal, QC, Canada National Bank of Canada Full time

    As Business Advisory Services Representative you’ll build a trust-based relationship with our business clients. You’ll have a positive impact on clients with your ability to identify business opportunities and your customer service experience. **Your compensation** The salary starts at $25.85/ hour. We offer a program to reimburse tuition fees. **Your...

  • Customer Service

    3 weeks ago


    Montréal, QC, Canada DISTAULO Fruits & Vegetables Full time

    **Job Overview** This is full time, Monday - Friday position, working between the hours of 8:30 am - 5:00 pm. **Duties & Responsibilities** - Maintaining solid customer relationships - Order Management in B2B environment: - Processing PO’s, following up on quantity changes, revisions, pick up / delivery and all order related communication. - Being a...

  • Account Director

    2 weeks ago


    Montréal, QC, Canada St-Amour Full time

    Our client, a leading Canadian healthcare communications company, is looking for an Account Director that will sale and develop multichannel products and services. Our client offers various data base solutions, communication and sampling programs with the ability to enhance brand performance of the actual and potential customers. We are looking for an...

  • Account Director

    2 weeks ago


    Montréal, QC, Canada St-Amour Full time

    Our client, a leading Canadian healthcare communications company, is looking for an Account Director that will sale and develop multichannel products and services. Our client offers various data base solutions, communication and sampling programs with the ability to enhance brand performance of the actual and potential customers. We are looking for an...