Job Description

Location: Surrey, BC, Canada

Employment: Full-time

Creator Warehouse (CW) is looking for a Senior Customer Service Representative to help ensure we keep up with ever-changing customer demand. We want the same amazing, high-quality Linus Tech Tips (LTT) merchandise that we've become known for to carry over to the after sales experience!

At Creator Warehouse, we know that maintaining a solutions-oriented, friendly, and accessible customer service team is paramount to ensuring our customers continue to support us. Reporting to the Manager, Customer Service, you'll be on the front lines, ensuring that the needs of our customers are being met in a timely manner. You'll also ensure that those needs are communicated internally so that we can improve our entire organization in response to customer feedback. Working just a room away from the designers of our products, you'll have a wealth of knowledge and support to assist you along the way!

As a Senior Customer Service Representative, your responsibilities include, but are not limited to, the following:

Duties:

Respond to customer inquiries via email and live chat with speed, professionalism, and a friendly tone Resolve escalated issues, including returns, exchanges, refunds, and order concerns, while maintaining high service standards Perform advanced administrative and setup tasks within our customer service tools and backend systems Categorize and analyze customer interactions to identify trends and improve support workflows Collaborate with internal teams to address recurring issues and enhance the overall customer experience Present reports and insights on customer service metrics and long-term trends to leadership and cross-functional teams

Job Requirements:

3+ years of experience in customer service, ideally in an e-commerce or customer-facing tech environment Proficiency with e-commerce and helpdesk platforms such as Shopify, Gorgias, Shipstation, or similar, including setup/administration of automations, macros, and AI tools Strong analytical skills with the ability to derive actionable insights from customer data Excellent written and verbal communication skills in English High emotional intelligence and a genuine passion for helping people Strong attention to detail and organizational abilities Fast and accurate typing (60+ WPM) Proven ability to interact effectively with people across a range of personalities and scenarios

Assets:

French language skills are considered a plus Experience with public social media interactions is considered a plus Flexible schedule with availability to work extended hours when needed Interest in e-commerce, fashion and/or technology Comfortable presenting to groups of 10-50 people

Compensation:

For this position, the typical hiring salary base range falls between CAD $52,000 and $60,320 per year, based on market location and job-related qualifications such as knowledge, skills and experience. This role is also eligible for a discretionary bonus and additional benefits, which together make up the total compensation package, in line with our company's philosophy to recognize and reward employee contributions.

Job Perks

Professional Development -

Reimbursement of eligible skills development programs and courses.

Health Coverage -

Extended health benefits and dental plan.

Paid Time Off -

Paid personal leave as well as vacation time.

Employee Wellness -

Flexible schedules, frequent game nights, and exciting company outings.

Phone Plan -

We provide a comprehensive phone plan for our employees.

SWAG -

Access to swag from lttstore.com, tech, and other goodies.

Group Retirement Savings Plan

- A generous employer matching plan for your retirement.

Equal Opportunity Statement

Creator Warehouse (CW) is proud to be an equal opportunity employer. We are committed to equal employment opportunity regardless of race, colour, ancestry, place of origin, religion, family status, marital status, physical disability, mental disability, sex, age, sexual orientation, gender identity or expression, political belief, or conviction of a criminal or summary conviction offence unrelated to employment.

At CW, we're committed to building a workforce that is representative of the audiences we create for, by building a culture where everyone feels like they belong.

Job Type: Full-time

Pay: $25.00-$29.00 per hour

Benefits:

Casual dress Dental care Extended health care On-site parking Paid time off RRSP match Vision care
Ability to commute/relocate:

Surrey, BC: reliably commute or plan to relocate before starting work (preferred)
Application question(s):

Are you currently able to work in Canada? Note: this does not mean "I can work in Canada as long as an employer sponsors me", it means "I can start work tomorrow".
Work Location: Hybrid remote in Surrey, BC