Customer Service Support Manager

My client, a fast growing Ecommerce Fitness Retailer is committed to delivering an exceptional customer experience across all touchpoints to drive sales growth, customer retention, and brand loyalty. The Customer Support Manager plays a key role in overseeing customer support operations, ensuring service and efficiency standards are met while upholding company policies and protocols.

This role involves managing staffing levels based on customer demand, handling escalations, providing regular reports to management, optimizing processes, and supporting the professional development of the customer support team.

Success in this position requires strong prioritization skills, problem-solving and conflict resolution abilities, and seamless communication across internal teams and external partners.

Description of the role:

Reporting: Providing timely reports to management on team performance and identify issues along with possible areas of improvement

Staff Training & Development: Meet with direct reports regularly to set and evaluate professional goals, provide coaching where appropriate, and conduct performance reviews on a semi-annual basis.

Projects: Support and in some cases lead projects/initiatives under the direction of management, leveraging your skills and resources to ensure timely completion & quality delivery.

Tickets & Chat: Responding to and resolving customer inquiries in a timely manner using professional language to ensure a positive customer experience.

Inbound Phone Calls: Answer phone calls and respond to voicemails in priority sequence, providing customers with a friendly and positive interaction.

Order Investigation & Escalation: Investigate order status’ per customer requests, identify potential fulfillment issues, and escalate for support as required to ensure customers receive their order within service level agreement timelines.

Product Information & Support: Provide general product information such as specifications, warranty, and availability. First line product support will be handled by customer support agents (manuals and references are provided) and should be escalated for technician support as required.

Order Changes & Cancellations: Facilitate order changes and cancellations, with an effort to minimize refunds by expediting order processing and/or offering order discounts.

Shipment Tracing & Claims: Assist customers with investigating shipment issues including facilitating shipment tracing and claims processes.

KEY PERFORMANCE INDICATORS (aka What Does Success Look Like?)

Team productivity rate

Missed call rate

Support ticket first response time

Employee retention

Ticket efficiency

First ticket resolution rate

CSAT

Call time

Missed calls

Time unavailable on phone system

Hours and location of work:

• Monday to Friday: 9 am to 5 pm
• 3 days/week working in Vaughan, Ontario

Compensation:

90-95k + 10% bonus + 3 weeks vacation