Customer Service Manager

Our client in the retail food and beverage space is seeking a highly motivated and experienced Customer Service Manager to lead and grow their customer service team. This role requires a strong leader who is both people-focused and process-driven, with a proven ability to enhance customer experiences, manage teams effectively, and introduce innovative solutions.

Responsibilities:

• Lead, coach, and develop a team of eleven customer service representatives.
• Oversee daily operations, ensuring timely and high-quality responses to customer inquiries and complaints.
• Manage support tickets and workflows using customer service platforms (e.g., Dixa, Zendesk, Gorgias, Freshdesk).
• Use e-commerce tools (such as Shopify) to resolve order issues and optimize the customer journey.
• Identify and implement process improvements to increase efficiency, including opportunities for automation and AI.
• Act as the voice of the customer by escalating recurring issues and insights to leadership.
• Build and refine hiring, onboarding, and training programs for the service team.
• Manage performance, oversee escalations, and foster a culture of accountability and excellence.
• Develop and monitor customer service KPIs to measure success and guide improvements.

Qualifications:

• 5+ years of customer service experience, including at least 2 years in a supervisory or managerial capacity.
• Proven success leading and developing teams.
• Hands-on experience with Shopify (required).
• Familiarity with customer service platforms such as Dixa, Zendesk, Gorgias, or Freshdesk (preferred).
• Strong problem-solving skills with the ability to address systemic challenges.
• Excellent communication and interpersonal skills, with the ability to handle sensitive situations professionally.
• Experience with process automation or AI tools in customer service is considered an asset.