Sundays was founded in Vancouver in 2019 by four friends with deep roots in furniture and retail. We design West Coast modern pieces: warm, functional, built to last. We sell direct to customers across the US and Canada, online and through showrooms in New York, Pasadena, Santa Monica, Vancouver, Toronto, and Calgary. Our sister brand Hetta takes a more refined, traditional approach, while upholding the same commitment to quality.
The mission of the Customer Care team is to provide exceptional service and support to our customers, delivering a responsive, seamless experience from start to finish. Reporting to the Director, Customer Operations, the Customer Care Manager is accountable for ensuring the Customer Care team is delivering high quality and efficient customer interactions and supporting customers with orders from receipt to shipment. The manager is accountable for leading the department across all areas, including Customer Care, Resolutions and Trade.
We take pride in our Customer Care Team providing exceptional customer service to help expand our brand. Our team members are experts at turning customer concerns into opportunities, solving problems, and ensuring we deliver the kind of customer service people rave about.
You are organized, detail-oriented, authentic and passionate about customer care.
DUTIES & RESPONSIBILITIES:
DEPARTMENT MANAGEMENT (60%)
Coach, mentor and develop team members
Recruit, hire, and train new team members
Create/manage team schedules to maximize coverage and team performance
Manage team workload/headcount to ensure team efficiency and effectiveness and meet business need
Run and analyze team reporting, ensuring all members are aware of and meeting department metrics and KPIs
Handle customer escalations as needed to maintain an excellent customer experience
Approve escalations from Customer Care Associates related to orders
Support Customer Care Associates with questions relating to orders, processes, product and escalations
Evaluate performance and conduct regular reviews of Customer Care staff
Collaborate with Product and Marketing teams to ensure Customer Care associates have Product Knowledge training and references
Ensure all Customer Care Product Knowledge pages and references are up to date
Ensure all department processes are updated and/or lead building new department processes,



as required
Lead department projects to improve operational efficiency and effectiveness, as required
DAY-TO-DAY (40%)
Customer Care
Support the team in providing exceptional customer service through chat, email and phone communication ensuring customer expectations are met and exceeded
Support customers with managing orders as needed throughout the purchase process, as needed
Provide customers with timely communication on updates to existing orders as needed
Review/approve bulk communication to customers on order updates, as needed
Support the team to drive sales transactions with customers
Support the team in providing customers with logistics execution and problem solving
Support retail with inquiries from customers in the showroom, as needed
Approve product return requests from customers
Ensure customer reviews are managed on external platforms
Resolutions
Support the Resolutions Specialist in managing claims across logistics, product and/or warranty
Ensure resolutions are finalized within SLAs, minimize product returns where possible, and ensure customers are satisfied with outcomes
Act as escalation point for cross-functional resolutions on claims issues
Review claims data and reports and highlight any key trends to cross-functional partners and leadership
Approve requests for credit or facilitate replacement orders for customers
Trade
Partner with Retail Trade Sales and Account Management to ensure Customer Care is meeting Trade Customers’ needs
Support the Trade Specialist in providing exceptional customer service through chat, email and phone communication ensuring trade customer expectations are met and exceeded
Support Trade customers with managing orders as needed throughout the purchase process, as needed
Support in providing trade customers with timely communication on updates to existing orders as needed
Support the Trade Specialist in providing customers with logistics execution and problem solving,



as needed
Support the Trade Specialist in managing Trade claims logistics, product and/or warranty
Ensure resolutions are finalized within SLAs, minimize product returns where possible, and ensure customers are satisfied with outcomes
Act as escalation point for cross-functional resolutions on claims issues
Review claims data and reports and highlight any key trends to cross-functional partners and leadership
Approve requests for credit or facilitate replacement orders for customers
QUALIFICATIONS & REQUIREMENTS:
Minimum 3-5 years of progressive leadership experience working in a customer service environment
Excellent communication (oral, written) and interpersonal skills with people at any level of an organization
Experience implementing and planning complex processes in an omnichannel retail environment across cross-functional teams
Driven by results with proven experience setting and meeting targets and KPIs
Work independently with little day-to-day supervision
Intermediate to advanced computer skills including Microsoft Office programs (Excel, Outlook, Access, Visio), navigating the web and the ability to type 50+wpm
Experience with Shopify or e-commerce platform an asset
Data Analytics, SQL and experience working with SAP would be considered significant assets
WHAT WE OFFER:
Competitive salary plus bonus.
Comprehensive benefits plan (health, dental, vision) with enhanced coverage for mental health resources and support.
Hybrid work environment that supports work-life balance.
Modern, casual office with views of downtown Vancouver and the North Shore mountains.
Stocked kitchen with snacks, fresh fruit, coffee, and tea.
Ergonomic workstations with sit-stand desks.
Free electric vehicle charging at our head office.
Generous product discounts for yourself, friends, and family.
In-office employee gym and free weekly spin classes at Ride Cycle Club (locations in Vancouver and Toronto).
The salary range for this role is $70,000–$95,000 annually , plus eligibility for our quarterly bonus program.
We appreciate hearing from all candidates; however, only those selected for an interview will be contacted. Sunday's is proud to be an equal chance employer committed to inclusive hiring practices.

#J-18808-Ljbffr

📌 Customer Care Manager (British Columbia)
🏢 Sundays
📍 British Columbia