Job Description

As our

Customer Service Manager

, you will be responsible for managing day-to-day customer service operations, developing support strategies, and leading a team to consistently exceed customer expectations. You will bring strong experience in both fashion and e-commerce, with a sharp eye for detail and a passion for delivering top-tier service.

Key Responsibilities:

Lead, train, and support a team of customer service representatives Manage and optimize customer service processes across email, live chat, social media, and other platforms Handle escalated customer inquiries with empathy, efficiency, and professionalism Collaborate with cross-functional teams (marketing, logistics, product) to resolve customer concerns and improve customer journey Analyze customer feedback and service metrics to recommend improvements Stay current with fashion trends and e-commerce best practices Lead, mentor, and manage the customer service team to deliver consistent, high-quality support Design and implement customer service policies and procedures that align with the brand's tone and values Monitor daily operations and service metrics (e.g., response time, resolution time, CSAT) Analyze trends in customer inquiries to proactively address common issues and improve overall satisfaction Collaborate with logistics, warehouse, and product teams to resolve order and inventory-related issues quickly Manage returns, exchanges, refunds, and warranty claims efficientl Develop scripts, training materials, and FAQs to maintain a knowledgeable and responsive team Handle VIP customers and high-priority escalations with care and discretion Participate in product feedback loops to help improve fit, quality, and overall customer experience Stay updated on e-commerce tools and innovations that can enhance the customer experience Report on key customer service KPIs and recommend actionable improvements to leadership

Qualifications:

3-5 years of customer service experience in an e-commerce and/or fashion environment Proven experience managing customer support teams Strong problem-solving, communication, and leadership skills Ability to work in a fast-paced, digitally driven environment Proficient with CRM and helpdesk software (e.g., Zendesk, Gorgias, Freshdesk) Must currently reside in Canada and be eligible to work full-time

What We Offer:

Opt-in for health benefits Opportunities for growth and development within a dynamic industry Employee discounts on fashion products Flexible work environment (remote or hybrid)
Job Types: Full-time, Permanent

Pay: $25.00-$35.00 per hour

Expected hours: 40 per week

Benefits:

Casual dress Extended health care On-site parking Paid time off Store discount Work from home
Schedule:

8 hour shift Monday to Friday
Experience:

E-commerce: 3 years (required) Fashion retail: 2 years (required) Customer service: 3 years (required)
Work Location: Hybrid remote in Mississauga, ON