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Customer Service Manager
Full-time
Victoria, BC or remote

We are looking for an experienced Customer Service Manager to join and lead our incredible customer service team. You will be the face of Left On Friday and work to support & uphold our team values and service standards, providing a world class customer service experience that is unmatched. Your ability to remain agile and problem solve on the fly is key, along with your commitment to being a key contributor in the evolution of our service standards and processes. As our Customer Service Manager, you will lead the team and oversee all customer interactions, ensuring a positive, lasting and helpful experience for our guests.


Core Responsibilities: 

  • Oversee all customer communications within our omnichannel from a variety of streams including email and social media
  • Conduct LOF Fit Consultations with our customers via Zoom
  • Support the customer service team in executing our service standards, evolving our processes & procedures as needed
  • Manage team scheduling, time off requests and weekly team meetings
  • Ensure a positive and motivating environment to support the development and growth of our team
  • Create and maintain up-to-date procedure manuals and resource documents
  • Compile and present monthly reports on service performance and customer experiences
  • Support in the onboarding of new staff and execute training
  • Report directly to the Director of Customer Service, using feedback and insights to drive service and team initiatives

Key traits/experience we’re looking for: 

  • 1-3+ years of management experience and working with/leading a team 
  • Strong leadership skills & effective communication
  • Tech proficiency to support the evolution of our customer service channels
  • A high-performer, with the ability to remain agile and adaptive to changing circumstances
  • Must be able to problem solve quickly - critical thinking is key in this role
  • Self-starter with the ability to take initiative, driving key conversations in how we can provide the best experience possible for our guests and our team
  • Committed to self-development & learning - we want you to love your job as much as you love our suits
  • Eagerness to be a part of an exciting, thriving, growing brand

Interested?

Application process closes Feb 10, 2023.