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, Vancouver, Toronto, and Calgary. Our sister brand Hetta takes a more refined, traditional approach, while upholding the same commitment to quality.

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:
DAY-TO-DAY (80%)

Provide 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

Provide customers with timely communication on updates to existing orders as needed

Manage bulk communication to customers on order updates as needed

Support and drive sales transactions with customers

Understand the Sundays product assortment

Support customers with logistics execution and problem solving





Support retail with inquiries from customers in the showroom

Manage product return requests from customers through approval

Manage customer reviews on external platforms

DEPARTMENT MANAGEMENT (20%)

Approve escalations from Customer Care Associates related to orders

Support Customer Care Associates with questions relating to orders, processes, product and escalations

Support in ensuring all Customer Care Associates have required Product Knowledge training and resources from Product and Marketing

Support in ensuring all Customer Care Product Knowledge pages and resources are up to date

Support on department projects, as required

WHAT WE OFFER

Competitive salary and performance bonus tied to channel outcomes.

Three weeks of vacation in your first year.

A flexible, collaborative work environment with a design-forward office in Vancouver.

Fully stocked kitchen with snacks, coffee, and tea.

Ergonomic workstations with sit-stand desks.

Generous product discounts across Sundays and Hetta.

Opportunities for professional development and growth opportunities as the company scales.

The salary for this role is currently budgeted between $55,000 - $65,000 per year.

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📌 Customer Care Team Lead (British Columbia)
🏢 Hetta
📍 British Columbia