FULL JOB DESCRIPTION

Reporting to the President, this special person will be responsible for leading our customer service team and operations in delighting our customers.

WHO WE ARE:

We are a social business started by a family of five on a mission to help feed children in need. Our stylish, hand-knit dolls are ethically produced by artisans in Peru, and for each doll sold, we donate 10 meals to children in need. Our values drive everything we do, so we believe in treating every customer with kindness and respect and delighting them at every chance we get. Each one of our customers is helping us make a difference in the life of a child and it’s important they feel like part of the family.
Our customer service squad is made up of the brightest, nicest people who make our beloved customers their number one priority. Our goal is to build complete trust in our brand and our mission through remarkable customer service. If you’re looking for a role that improves lives around the world with a company whose mandate is to make a difference, this position is for you.

WHO YOU ARE:

• Positive, organized and excited customer service leader with a growth mindset to lead our team in delivering a delightful experience to all of our supporters.
• Always looking for the right solution to every problem.
• A champion for the customer experience. When we’re developing new products, processes and programs, you’re always thinking about how to make it a great customer experience from start to finish.
• Ready to work one-on-one with our team members to develop their skills and identify areas for improvement.
• Excellent communication skills, both written and verbal
• Excited to adapt and evolve in a dynamic environment. We’re a small company, but we’re growing!
• Open-minded with a global mindset, curious to understand and learn new perspectives
• Successful candidates will be passionate about our mission, our dolls, and our customers.
• Experience as administrator for ticket management tools such as Zendesk considered an asset
• Experience with e-commerce platforms such as Shopify considered an asset

Lead and Manage Customer Service Operations

• Lead, coach and develop a strong full and part-time agents toward achieving top tier customer service while promoting a positive and delightful working environment; includes regularly scheduling 24/7 rosters, assigning various activities/projects and prioritize workload for agents; payroll/invoice management for agents
• Recruit, onboard and train new team members to consistently delight our customers in our brand voice
• Maintain and evolve customer service processes; cascade and bridge communications on business priorities through weekly updates
• Act as the primary escalation points to customer claims and issues; liaise with Operations and Marketing team to provide recommendations and administer resolutions
• Implement new initiatives and ensure SLAs are met with high levels of customer satisfaction, including establishing responses for emerging issues and writing answers to FAQ
• Work proactively to prevent or manage major customer service issues (ie. backorders, product recall, fraud prevention, etc.)
• Accountable and responsible for developing and reporting customer service KPI’s to meet team objectives
• Subject matter expert and admin responsibilities in utilizing customer service tools such as our ticket and return management systems

Special Projects

• Identify opportunities and develop strategies to improve operational processes
• Assist in onboarding new employees
• Assist in Planning events and employee engagement activities
• Work on any project that may come up – you are flexible and prepared to roll up your sleeves to help wherever needed