Location Scarborough, ON / (Richmond Hill, ON, future site March 2026) Reports To Director of Supply Chain About TuxMat TuxMat is a Canadian automotive accessories company specializing in premium, vehicle-specific floor liners for the North American market. Our products are engineered with precision to deliver superior protection, fit, and aesthetics, and are sold directly to consumers who value quality and design. As a product-driven organization operating at the intersection of design, manufacturing, and e-commerce, TuxMat is focused on building best-in-class products and a solid customer experience. Our team is collaborative, results-oriented, and proud to create products that drivers trust every day. Job Summary The Customer Service Manager will lead TuxMat’s customer support team to ensure every interaction reflects our commitment to excellence. This role focuses on managing day-to-day operations, improving service processes, and driving customer loyalty through proactive engagement and problem resolution. Compensation Salary range: $80,000-95,000 (all-inclusive) Key Responsibilities Team Leadership: Hire, train, and coach customer service representatives to meet performance standards and deliver exceptional service. Customer Experience: Oversee all customer touchpoints (phone, email, chat, social media)



to maintain high satisfaction levels. Performance Management: Define KPIs such as response time, resolution rate, and customer satisfaction score (CSAT). Monitor and report on these metrics regularly. Process Optimization: Implement strategies to reduce response time and improve first-contact resolution. Escalation Handling: Act as the point of contact for complex issues and ensure timely resolution. Technology & Tools: Manage CRM systems and ensure accurate data tracking for reporting and insights. Cross-Functional Collaboration: Work closely with Operations, Product Development, and Marketing teams to address customer feedback and improve service delivery. Qualifications Bachelor’s degree in business, Communications, or related field. 5+ years of customer service experience, with at least 2 years in a leadership role. Strong communication and problem-solving skills. Proficiency in CRM platforms and Microsoft Office Suite. Ability to thrive in a fast-paced, e-commerce environment. Preferred Skills Experience in automotive or e-commerce industry. Familiarity with data analytics and reporting tools. Multilingual skills (English + French or other languages) are an asset. #J-18808-Ljbffr

📌 Customer Service Manager - C$80,000 - C$95,000 A Year (Toronto)
🏢 TuxMat
📍 Toronto