Position: e-commerce Customer Support Manager

Locations: ANIÁN Office: 101-771 Vanalman ave Victoria, BC (no remote work available)

Hours: Full-time

Reports to: Head of Retail - Heather Holloway

Start time:As soon as possible

Please be advised that by applying for this position you understand that this is not a remote/work from home position. Only candidates that meet this requirement will be considered for the position.

JOIN THE CIRCLE

At ANIÁN we use post-consumer salvaged textiles from landfills and regenerate them back into new items of clothing. This unique circular process allows us to create a clothing line environmentally focused and inspired by the PNW for men and women. If you’re an energetic and environmentally focused individual seeking to work for a like minded company, this is your opportunity to be a part of our growing circular family. At our ANIÁN Support Office we are looking for a dedicated entrepreneurial Online Support Manager to bring leadership and symmetry to our line support team and office admin responsibilities.

DISCOVER THE ROLE

As Online Support Manager, you report directly to the head of retail. The Online Support Manager will have the opportunity to lead and strategize all aspects of the office operations, online sales, order accommodations and team development. You’ll work with the online support team to provide daily management and to drive positive customer experiences within our virtual channels. Along with providing daily operational flow and structure to our office administrative needs for our other departments that use the office space.

- Natural leader with the ability to develop and inspire the team
- Perform and lead customer support team with supporting customers through various phone, email, and chat channels by addressing their reasons for contact promptly and effectively.
- Passion for customer service and leadership.
- Collaborate with the Head of Retail to find solutions and ensure customer satisfaction.
- Offer accurate information about products, services, policies, and procedures while completing proper order notes and transaction logging.
- Highly professional and organized self starter
- Excellent interpersonal and communication skills
- Positive and upbeat personality
- Gather feedback and share insights with relevant departments and their staff to improve products, services, and processes.
- Meet or exceed key performance indicators (KPIs) related to customer satisfaction, resolution times, and other metrics.
- Multitasking by navigating through several programs and applications to provide the best solution for your team and our customers. Shopify, Aftership, Google Workspace, Slack, Signal.
- Passionate about circular textiles and what ANIÁN embodies




- Highly flexible and able to work well with departments heads and evolving company direction

SUPPORT OFFICE OPERATIONS

- Strategize, lead, and execute all day to day operations at the ANIÁN online support
- Develop, implement, and maintain team’s key performance indicator plans to the highest standard.
- Be a Shopify expert and be able to confidently navigate the platform and its features.
- Oversee all Order Accommodations processes (following up with your team on current open accommodations and statuses)
- Collaborate with the Head of Retail to help update and improve on Online Support policies and procedures
- Manage and optimize all office admin tasks for other departments in the shared space.
- Prepare and analyze all online support reports and analytics.
- Ecomm Order Management: boosting sales online through the online support team.

CUSTOMER SERVICE

- Provide an exceptional online customer experience for everyone who contacts the customer support team, with a focus on order resolutions, support requests, product education of ANIÁN and our unique post-consumer textile manufacturing process.
- Become an ANIÁN circular product knowledge expert and truly live and breathe the ANIÁN brand.
- Handle & resolve all customer support cases according to ANIÁN's values while staying within policies.
- Working closely with the Head of Retail on sensitive customer issues and circumstances.
- Build long term returning customers with exceptional relationship building through positive online support experiences.

LEADERSHIP & TEAM

- You first and foremost are a coach for your team. Your job isn’t to do it all. You believe in teamwork and you are a coach to unleash your team's full potential.
- Lead by example on the online sales channels while coaching and developing the team in the moment.
- Be
- Always be motivating the team to achieve online sales and customer service standards in a productive and resolution minded approach.
- Work with the department head to bring all marketing initiatives and campaigns to life.
- Provide positive or constructive coaching and feedback to staff members with a focus on continuous development.
- Hire, train, and develop a high performing team that provides world-class experiences
- Oversee store recruiting, hiring, on-boarding, team development, scheduling, and performance management.

NON-NEGOTIABLES





- 3+ years experience leading customer service teams
- Have open availability and available to work weekends when necessary
- Provides world class customer experiences
- Collaborator and positive attitude
- Solutions focused and can do outlook
- Growth mindset
- Passion and track record for developing people
- Previous experience in fashion/performance apparel industry - an asset
- Ability to positively and fully follow all direction and feedback from supervisor without issue
- Ability to always maintain professional relationships with staff and not allow personal relationships to impact your work.

WHAT WE DELIVER YOU

- The opportunity to work with a diverse, supportive team.
- Training and understanding of our business platforms: Shopify, Inventory and Shipping programs.
- Competitive full-time salary
- Paid sick days
- Health benefits
- Generous employee discounts
- Growth potential
- Paid time off

Note: Availability of the advantages and perks may be subject to your location & employment type and may have certain eligibility requirements. ANIAN reserves the right to alter these benefits and perks in whole or in part at any time without advance notice.

BEING PART OF THE CIRCLE

- We strive to be solution focused. As a team we look to find solutions for challenges that we face rather than be in complaint. We are solving for the future in mind.
- Personal Responsibility; We as a team take personal responsibility for our actions as well as those of our teams and business.
- Initiative & Proactive; We take initiative to do things before we are asked, we anticipate what is needed and do it.
- We try new things and fail, likely a lot, most importantly we learn from it. As a small company we are always seeing what works and doesn’t.
- We are Honest; even when it’s hard, we do the right thing, which is likely never the easy thing. Because clear is kind.
- We are professional, yet fun - we handle all our relationships made at work with a lot of fun and friendly vibes. But we also know how to maintain our boundaries and always put the business needs first above our work friendships.
- Relentlessly Prioritize; We know that everything cannot be a priority. Being aware of when to say “yes” and when to say “no”
- Customer Focused; We make decisions with the customer in mind, always.

Job Types: Full-time, Permanent

Pay: $50,000.00-$58,000.00 per year

Benefits:

- Casual dress
- Company events
- Dental care
- On-site parking
- Paid time off
- Store discount

Application question(s):

- You acknowledge this is not a remote work position

Experience:

- retail managment: 3 years (preferred)

Location:

- Victoria, BC V8Z 3B8 (preferred)

Work Location: In person

📌 Customer Support Manager (Victoria)
🏢 ANIAN MFG
📍 Victoria