Location: Toronto, Ontario
Employment Type: Full-Time, Permanent
Work Arrangement: On-site
About Us
At Lisa Gozlan, we inspire confidence and personal style through elevated, modern design. As we continue to grow, we remain dedicated to building a distinct and recognizable brand across every customer touchpoint - from digital and social to retail and physical brand experiences.
The Role
The Customer Care Manager is responsible for the leadership, performance, and continued development of the Customer Care function at Lisa Gozlan.
This role leads and develops the Customer Care team, oversees department performance, manages complex escalations, establishes service standards and processes, and works cross-functionally to strengthen operational efficiency and the overall client experience.
Key Responsibilities
Customer Care Operations & Leadership
- Own the overall performance and effectiveness of the Customer Care function, establishing department standards, workflows, service levels, and priorities.
- Lead, coach, and develop the Customer Care team through clear expectations, regular feedback, performance management, and development.
- Monitor inquiry volumes, case flow, response and resolution times, workload, and outstanding issues.
- Ensure appropriate team coverage and resources are in place for launches, promotions, holidays, and high-volume periods.
- Ensure effective use of Customer Care systems, including Shopify, Gorgias, Loop, ShipStation, FedEx, Klaviyo, and related tools.
- Identify operational gaps and implement solutions that improve team efficiency and customer experience.
- Partner with HR on recruitment, onboarding, performance management, and employee development as required.
Customer Experience & Escalations
- Maintain accountability for the quality and consistency of the customer experience delivered through Customer Care.
- Manage complex escalations, including high-value orders, VIP or influencer situations, significant customer dissatisfaction, policy exceptions, and sensitive matters.
- Establish clear service recovery guidelines, including appropriate resolutions, goodwill gestures, and approval thresholds.
- Identify recurring escalation themes and determine where improvements to policies, processes, training, or communication are required.
Customer Insights & Performance
- Own the collection and analysis of customer feedback, including inquiries, complaints, reviews, product feedback, contact reasons, and NPS.
- Identify trends, recurring issues, and opportunities to improve the customer journey and share meaningful insights with relevant teams.
- Establish and monitor Customer Care KPIs, including response and resolution times, customer satisfaction, NPS, reviews, escalation trends, and workload.
- Establish a quality assurance process to review customer interactions for accuracy, tone, policy adherence, resolution quality, and brand standards.
- Use performance data, NPS results, quality findings, and customer feedback to inform priorities, coaching, training, and process improvements.
- Prepare and share Customer Care performance reporting and insights with leadership as required.
Policies, Processes & Continuous Improvement
- Own the development and ongoing improvement of Customer Care policies, procedures, and workflows.
- Identify gaps, inefficiencies, recurring customer pain points, and opportunities to simplify or automate processes.
- Develop and maintain macros, templates, FAQs, internal resources, escalation guidelines, and customer-facing communications.
- Lead the implementation of new Customer Care tools, processes, workflows, and service initiatives.
- Ensure changes are effectively documented, communicated, implemented, and measured.
Cross-Functional Collaboration & Planning
- Serve as the primary Customer Care representative in cross-functional discussions and initiatives.
- Partner with Ecommerce, Operations, Retail, Product, Marketing, Fulfillment, and other teams to resolve customer and operational issues.
- Ensure Customer Care is prepared for upcoming launches, promotions, campaigns, operational changes, and policy updates.
- Communicate recurring customer feedback and operational challenges and partner with relevant teams to identify sustainable solutions.
- Develop short- and long-term priorities for Customer Care and anticipate future staffing, operational, training, and resource needs.
- Identify opportunities to strengthen
Qualifications
- 3+ years of progressive experience in Customer Care, Customer Experience, ecommerce, retail, or a related customer-facing environment, with demonstrated people leadership experience.
- Demonstrated ability to lead, coach, develop, and hold a team accountable.
- Strong communication, problem-solving, decision-making, and escalation-management skills.
- Excellent organization and prioritization skills with the ability to manage multiple responsibilities in a fast-paced environment.
- Experience developing or improving customer service processes, policies, workflows, and standards.
- Strong understanding of ecommerce customer service operations, including order management, fulfillment, shipping, returns, exchanges, repairs, and replacements.
- Experience using KPIs and customer feedback to identify trends and drive improvements.
- Experience with Shopify, Gorgias, Loop, ShipStation, FedEx, Klaviyo, or similar platforms is considered an asset.
- Strong cross-functional collaboration skills with a high level of accountability, judgment, and follow-through.
- Customer-first mindset with the ability to balance service excellence, operational efficiency, brand standards, and business needs.
Why You’ll Love Working Here
- Base Salary: $70,000–$80,000 annually, commensurate with experience
- 14 days paid vacation
- Additional day off for your birthday
- Comprehensive health benefits
- Opportunity to grow with a fast-growing luxury jewelry brand
- Collaborative, entrepreneurial environment
Ready to Take the Next Step?
If you are a people-focused leader who is passionate about delivering an exceptional customer experience, developing high-performing teams, and continuously improving how Customer Care operates, we would love to hear from you.
Apply now and become part of the Lisa Gozlan team.
Lisa Gozlan Jewelry Inc. is committed to creating an inclusive and accessible workplace. We welcome applications from all qualified individuals and will provide reasonable accommodations throughout the recruitment and selection process.
AI Disclosure: We do not use artificial intelligence to screen or assess applicants for this position. All hiring decisions at every stage are made by humans.
