Customer Service Operations Manager

**Who We Are**
- Fresh Prep is Western Canada’s homegrown meal kit delivery service. We help people throughout B.C. make world-class dinners with fresh, pre-cut and pre-portioned ingredients along with an extended menu of over 100 add-ons from local suppliers delivered weekly to your door.

From sourcing quality local goods, to delivering in reusable, recyclable and compostable packaging, we believe it’s possible to make convenient eating healthy and sustainable for the community we live in.

**In the past few years, we have collected first place awards for The Georgia Straight’s Golden Plates (2019 and 2020) in addition to winning the 23rd and 24th Annual Best of Vancouver award for Best Meal Kit Service as voted by readers (2018 and 2019). Fresh Prep also placed on the Canadian Business and Maclean’s Magazine STARTUP LIST 2020 as a high-growth Canadian startup.**:
**Who You Are**:

- ** Positive Attitude.** You approach work in a cheery and optimistic way. You love making customers happy and don’t let the small stuff get you down. You approach the problem at hand from a strategic and empathetic point of view.**Self Starter. **You are comfortable owning a task from start to finish and you take the initiative to make continuous process improvements. You observe strict deadlines and hold yourself accountable for your deliverables.-
**Collaborative Team Player.** You are motivated by collaborative team task achievement and driving a results-oriented culture.-
**Strong Communicator.** Your verbal and written communication skills allow you to get results across easily and quickly, in a friendly and professional manner.-
**Adaptable.** You thrive in a changing environment and are able to pivot direction easily.**What You'll Be Doing**:

- You’ll lead a growing team of Customer Service Representatives, providing mentorship, coaching, and expertise to help them develop their own careers while supporting company goals.- You’ll liaise with every department in the company to communicate customer feedback and contribute toward process improvements that have the customer experience in mind.-
- You’ll be the go-to person for high-touch escalations, which you’ll handle with compassion and professionalism using your conflict resolution skills.-
- You’ll design, develop, and document Customer Service policies, processes, and standard operating procedures.-
- You’ll hold your team accountable for KPIs like customer satisfaction, response time, missed call rate, and handle time. You’ll drive performance and success on your team as an inspiring leader.-
- With the support of your manager and the marketing team, you will write customer-facing communications including response templates, delivery updates, and knowledge base articles. You’ll become an expert with our customer service platforms and will lead projects to help us leverage new features and technologies.

**What We Are Looking For**:
The Customer Service Operations Manager is an experienced customer service professional with excellent conflict resolution and communication skills. They’re excited to join a mid-sized startup, where they have the opportunity to make a mark on the organization’s processes and culture - but where things can sometimes get a little chaotic. They can help us upgrade our CS game by introducing improvements and incorporating new technologies and features into our workflow.3-5 years of experience in Customer Service roles in a mid
- or larger-sized organization showing progressive development-
- Minimum 2 years of experience in a supervisory role; experience leading team members remotely is an asset-
- Strong organizational skills and exceptional time management skills-
- Ability to handle pressure and conflict-
- Ability to adapt and formulate new plans as contingencies arise-
- Self-motivated, with leadership skills and a high energy outlook-
- Very strong written and spoken communication skills-
- Able to perform basic calculations and mathematical figures, with experience analyzing and presenting data using spreadsheets, pivot tables, and dashboards-
- Ability to work individually and as part of a team-
- High level of integrity and work ethic-
- Ability to work overtime occasionally as needed**What You Can Expect**
- An inclusive, fun workplace filled with fantastic colleagues. We’re a certified B-Corporation and our team is passionate about making a positive difference (and also about food)- The ability to work a hybrid schedule from one of our HQs (Calgary or Vancouver) and from home-
- Competitive pay and bonuses, as well as the opportunity to participate in our Employee Stock Option Plan.-
- Comprehensive health benefits (including medical, dental, vision and life-insurance) after 90 days of successful employment.- Free and discounted food