Customer Service Manager – Remote in Toronto

Be part of something special – a place where work feels like a community, not just a job. We're a vibrant and innovative crew united by a shared passion for creativity, growth, and collaboration. S&S is expanding, and we want to connect with dedicated individuals to join our team and create a best place to work. Our team is driven by innovation and partnership, where your ideas are heard and celebrated. We're building an inclusive environment that values every voice and fosters a culture of mutual support and respect. If you're ready to dive into a dynamic work environment where every day brings new personal and professional growth opportunities, apply today!

We offer:

• Incredible team spirit – At the heart of our success is a culture that cherishes teamwork. We thrive on collaboration and value feedback and innovative thinking.
• Opportunities for professional growth – Your contributions are integral to our growth. As we expand, so do your career opportunities to develop and advance.
• Exclusive apparel discounts – As part of S&S, you'll enjoy special discounts on our trendy, high-quality apparel.
• Top-notch employee benefits – We prioritize the health and well-being of our team members with an extensive benefits package, including health, dental, and vision coverage, along with retirement planning options.
• Fun employee appreciation events – Regular events are our way of saying 'thank you' for your hard work and dedication.
• State-of-the-art equipment – We provide cutting-edge resources to make your work life safe and efficient!

About the Role: We are seeking energetic, reliable, and fun professionals to join our team as a Customer Service Manager Canada. The successful Customer Service Manager Canada will be responsible for working closely with contact center employees daily to assist with customer satisfaction and complex problems based on customer needs. Provide customer service on behalf of the contact center to keep the department running in an efficient and lucrative manner, to increase customer satisfaction, loyalty, and retention and to meet department level expectations. Support activities for the contact center as needed and requested.

Compensation & Schedule: Salaried: $80,000 - $90,000 (based on experience) Monday - Friday (8am - 5pm) Full-Time, Exempt

What You Will Do:

• Be a prominent positive representative on the organization’s leadership team.
• Help devise and determine how we can create processes to build a world class support team.
• Field requests and support communications from our internal and external customers.
• Support customer service needs, escalations, and operational communications for Canadian customers and business partners.
• Respond to, troubleshoot, and resolve daily fulfillment and delivery issues.
• Partner with U.S. and Canadian teams to resolve cross-border fulfillment, delivery, and customer experience issues.
• Hold leadership staff accountable for expectations to identify trends and expose prime opportunities to improve our operations and increase customer satisfaction.
• Track learning and best practices to contribute to improving and developing Standard Operating Procedures (SOP’s).
• Help to organize and execute Work Force Management needs as necessary.
• Promote good relations between external and internal customers.
• All other duties assigned by management.

Essential Functions:

• Meet defined department goals and activity metrics.
• Analyze statistics and compile accurate reports.
• Maintain an orderly workflow according to priorities.
• Monitor and support Canada-specific service levels, response times, and customer satisfaction metrics.
• Set a clear mission and deploy strategies focused towards that mission.
• Take ownership of customers issues and follow problems through to resolution.
• Support bilingual English/French customer interactions and escalations as needed.
• Participate in team planning meetings.

What We're Looking For:

• 1-5 years proven working experience as contact center manager or supervisor.
• Experience in providing customer service support.
• Experience supporting Canadian customers, operations, or service escalations preferred.
• Excellent knowledge of management methods and techniques.
• Ability to think strategically and to lead.
• Strong client-facing and communication skills.
• Ability to prioritize and manage multiple responsibilities.
• Exceptional attendance and punctuality.
• Ability to work in a team environment.
• Experience with Microsoft Office.
• Bilingual English/French required; Canadian French proficiency preferred.

Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to talk or listen.

Working Environment: This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines. Reasonable accommodation may be made to enable people with disabilities to perform the essential functions.

S&S Activewear welcomes people of all backgrounds and experiences and are committed to creating a diverse culture and supporting human growth. We are proud to be an equal opportunity employer and is committed to providing equal opportunity for all employees and applicants.