Customer Service Manager

**About Us**:Panda Hub is a leading car detailing technology company based in Toronto, Canada. Driven by a passionate team of automotive enthusiasts, we’re dedicated to delivering an innovative platform that empowers both clients and detailers with seamless, on-demand service. We’re on the lookout for a skilled and customer-obsessed **Customer Service Manager** to help us raise the bar in client experience. Join us in our mission to provide exceptional service and redefine the future of mobile auto care.

**Key Responsibilities**:

- **Lead Daily Customer Support Operations**
- **Prevent Cancellations and Recover Lost Appointments**

Actively engage with clients and detailers to resolve issues that could lead to cancellations. Implement strategies and workflows to recover at-risk or canceled appointments—this is a core responsibility of the role.
- **Supervise and Develop the Support Team**

Recruit, train, and manage a team of support agents. Provide coaching and feedback to ensure consistent service delivery and high performance.
- **Maintain Service Excellence Standards**

Monitor and enforce KPIs such as first response time, resolution time, and customer satisfaction (CSAT) to ensure a consistently excellent experience.
- **Handle Escalations and Sensitive Issues**

Resolve high-priority or escalated service issues with speed, empathy, and professionalism, ensuring client retention and satisfaction.
- **Create and Improve SOPs**

Develop and refine standard operating procedures for handling support requests, appointment modifications, service complaints, and more.
- **Support B2B Clients and Detailers**

Act as the main point of contact for onboarding, supporting, and retaining both commercial clients and independent service professionals.
- **Analyze Trends and Customer Feedback**

Identify recurring issues or service gaps through data and feedback analysis, and propose actionable solutions to improve user experience.
- **Collaborate Across Teams**

Work closely with operations, product, and sales teams to drive improvements that reduce friction in the customer journey and improve appointment success rates.
- **Champion the Panda Hub Brand**

Represent Panda Hub with professionalism, empathy, and a commitment to problem-solving in every customer interaction.

**Qualifications**:

- **Location**: Must be based in Toronto, Canada and available to work onsite at our office five days a week.
- **Experience**: Minimum 10 years of leadership experience in customer service, ideally within a retail, call center, or service-driven environment.
- **Team Leadership**: Proven ability to manage, motivate, and develop high-performing support teams.
- **Communication**: Exceptional written and verbal communication skills, with a strong focus on conflict resolution and client satisfaction.
- **Technology Proficiency**: Hands-on experience with CRM and support platforms.
- **Adaptability**: Comfortable working independently in a fast-paced, dynamic, and tech-forward environment.
- **Language Skills**: Proficiency in written and spoken English is required
- **Industry Knowledge**: Previous experience in the automotive sector or a marketplace/tech-enabled service platform is considered an advantage.

**What We Offer**:

- **Competitive Compensation**: A salary package that reflects your experience, skills, and the value you bring to our team.
- **Growth Opportunities**: Be part of a fast-growing company with room to evolve into senior leadership roles as we scale.
- **Dynamic Work Environment**: Join a passionate, collaborative team committed to innovation, quality, and client success.
- **In-Office Culture**: Work out of our Toronto office, where your ideas and contributions have a direct impact.
- **Startup Agility**: A chance to help shape a growing tech-enabled service platform from the inside out.
- **Supportive Leadership**: Work alongside a team that values transparency, trust, and empowerment.
- **Health & Wellness Benefits**: Comprehensive coverage available after the probationary period.
- **Meaningful Work**: Help redefine the mobile auto detailing industry while improving real-world service outcomes for businesses and professionals alike.

Pay: $50,000.00-$70,000.00 per year

**Benefits**:

- Casual dress
- Company events
- Dental care
- Disability insurance
- Extended health care
- Life insurance
- On-site parking
- Stock options
- Vision care

Schedule:

- Day shift

**Education**:

- Bachelor's Degree (preferred)

**Experience**:

- Customer Service Management: 10 years (required)

**Language**:

- English (required)

Work Location: In person

Application deadline: 2025-07-11