Customer Care Team Lead
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RESPONSIBILITIES:
DAY-TO-DAY (80%)
* Provide exceptional customer service through chat, email and phone communication ensuring customer expectations are met and exceeded.
* Support customers with managing orders as needed throughout the purchase process
* Provide customers with timely communication on updates to existing orders as needed
* Manage bulk communication to customers on order updates as needed
* Support and drive sales transactions with customers
* Understand the Sundays product assortment
* Support customers with logistics execution and problem solving
* Support retail with inquiries from customers in the showroom
* Manage product return requests from customers through approval
* Manage customer reviews on external platforms DEPARTMENT MANAGEMENT (20%)
* Approve escalations from Customer Care Associates related to orders
* Support Customer Care Associates with questions relating to orders, processes, product and escalations
* Support in ensuring all Customer Care Associates have required Product Knowledge training and resources from Product and Marketing
* Support in ensuring all Customer Care Product Knowledge pages and resources are up to date
* Support on department projects, as required
WHAT WE OFFER
* Competitive salary and performance bonus tied to channel outcomes.
* Comprehensive benefits plan (health, dental, vision), including enhanced mental health support.
* Three weeks of vacation in your first year.
* A flexible, collaborative work environment with a design-forward office in Vancouver.
* Fully stocked kitchen with snacks, coffee, and tea.
* Ergonomic workstations with sit-stand desks.
* Generous product discounts across Sundays and Hetta.
* Opportunities for professional development and career growth as the company scales. The salary for this role is currently budgeted between $55,000
- $65,000 per year.
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