OVERVIEW:
Sundays was founded in Vancouver in 2019 by four friends with deep roots in furniture and retail. We design West Coast modern pieces: warm, functional, built to last. We sell direct to customers across the US and Canada, online and through showrooms in New York, Pasadena, Santa Monica, Vancouver, Toronto, and Calgary. Our sister brand Hetta takes a more refined, traditional approach, while upholding the same commitment to quality.
The mission of the Customer Care team is to provide exceptional service and support to our customers, delivering a responsive, seamless experience from start to finish. Reporting to the Director, Customer Operations, the Customer Care Manager is accountable for ensuring the Customer Care team is delivering high quality and efficient customer interactions and supporting customers with orders from receipt to shipment. The manager is accountable for leading the department across all areas, including Customer Care, Resolutions and Trade.
We take pride in our Customer Care Team providing exceptional customer service to help expand our brand. Our team members are experts at turning customer concerns into opportunities, solving problems, and ensuring we deliver the kind of customer service people rave about.
You are organized, detail-oriented, authentic and passionate about customer care.
DUTIES & RESPONSIBILITIES:
DEPARTMENT MANAGEMENT (60%)
- Coach, mentor, recruit, hire, and train team members
- Build schedules and manage workload/headcount to ensure coverage and team efficiency
- Track team reporting and ensure members meet department metrics and KPIs
- Handle and approve customer escalations to maintain an excellent customer experience
- Evaluate performance and conduct regular reviews of Customer Care staff
- Keep Product Knowledge resources current, partnering with Product and Marketing
- Maintain and improve department processes, leading projects to boost operational efficiency
DAY-TO-DAY (40%)
Customer Care
- Support the team in delivering excellent service via chat, email, and phone, including order management and timely updates
- Approve bulk customer communications and product return requests
- Support the team in driving sales, logistics execution, and problem-solving
- Support retail with showroom inquiries and manage customer reviews on external platforms
Resolutions
- Support the Resolutions Specialist in managing claims (logistics, product, warranty), ensuring resolutions stay within SLA and customers are satisfied
- Act as escalation point for cross-functional claims issues and review claims data/trends for leadership
- Approve credit requests or replacement orders for customers
Trade
- Partner with Retail Trade Sales and Account Management to ensure Trade customers' needs are met
- Support the Trade Specialist with order management, communication, logistics, and claims resolution, ensuring SLAs are met
- Act as escalation point for cross-functional Trade claims issues and approve related credits/replacements
QUALIFICATIONS & REQUIREMENTS:
- Minimum 3-5 years of progressive leadership experience working in a customer service environment
- Excellent communication (oral, written) and interpersonal skills with people at any level of an organization
- Experience implementing and planning complex processes in an omnichannel retail environment across cross-functional teams
- Driven by results with proven experience setting and meeting targets and KPIs
- Work independently with little day-to-day supervision
- Intermediate to advanced computer skills including Microsoft Office programs (Excel, Outlook, Access, Visio), navigating the web and the ability to type 50+wpm
- Experience with Shopify or e-commerce platform an asset
- Data Analytics, SQL and experience working with SAP would be considered significant assets
WHAT WE OFFER:
- Competitive salary plus bonus.
- Comprehensive benefits plan (health, dental, vision) with enhanced coverage for mental health resources and support.
- Hybrid work environment that supports work-life balance.
- Modern, casual office with views of downtown Vancouver and the North Shore mountains.
- Stocked kitchen with snacks, fresh fruit, coffee, and tea.
- Ergonomic workstations with sit-stand desks.
- Free electric vehicle charging at our head office.
- Generous product discounts for yourself, friends, and family.
- Professional development opportunities.
- In-office employee gym and free weekly spin classes at Ride Cycle Club (locations in Vancouver and Toronto).
The salary range for this role is $70,000–$95,000 annually, plus eligibility for our quarterly bonus program.
We appreciate hearing from all candidates; however, only those selected for an interview will be contacted. Sunday's is proud to be an equal opportunity employer committed to inclusive hiring practices.
