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Customer Experience Manager for Sustainable Grocery Delivery

2 months ago

Burnaby, British Columbia, Canada SPUD Full time

We are looking for a highly motivated and experienced Customer Experience Manager to join our team at SPUD, an online grocery delivery business in Western Canada. As a passionate advocate for sustainable farming practices, sourcing locally, treating animals humanely, and reducing food waste, we strive to create amazing customer experiences while prioritizing our social and environmental responsibilities.

As the Customer Experience Manager, you will be responsible for providing real-time monitoring of our call centre system to ensure adequate staffing is available at all times. You will also support the daily activity of Community Care reps through supervision, leading, mentoring, and training. Your expertise will be invaluable in resolving customer complaints and providing timely feedback to the senior leadership team regarding service issues, bug issues, or customer concerns.

We offer a competitive salary of $85,000 - $95,000 per year, depending on experience, as well as a range of benefits including a 20% discount on SPUD purchases, flexible health spending plan options, and a commitment to inclusive hiring practices that celebrate diversity and promote equal opportunities for all candidates.

In this role, you will have the opportunity to contribute to operational reports, including staff attendance, agent statistics, customer interactions, and other key performance indicators. You will also be responsible for creating and distributing end-of-day reports, supporting staff with technical challenges, answering questions, assisting with complex customer inquiries, and conducting job shadowing sessions to train new hires.

We welcome candidates who share our values of sustainability, community, and customer-centricity. If you are passionate about delivering exceptional customer experiences and contributing to a socially responsible business, we encourage you to apply for this exciting opportunity to join our team at SPUD.

This position requires two plus years of relevant experience in customer service, a proven track record of work experience, high school diploma/GED or equivalent, and knowledge of Microsoft Office, including Excel, Word, OneNote, Outlook, and other relevant technologies.