About Us:

Spawts Studio Inc. is a family-owned small business with over 23 years of experience crafting custom ceramic keepsakes. We’re a close-knit, team-driven studio that values reliability, efficiency, and precision in everything we do. Our mission is to create lasting memorial products that honor the cherished bonds between pet parents and their beloved companions.

If you're detail-oriented, compassionate, and energized by solving problems and creating exceptional client experiences, we’d love to hear from you.

We’re hiring a Client Experience & Quality Lead to take ownership of our higher-level customer service needs while helping ensure every handmade keepsake leaving our studio meets Spawts' quality standards.

This is not a junior customer service role. You must be an exceptional written and verbal communicator who can confidently handle difficult or sensitive client situations, make sound decisions, and bring problems through to resolution. You’ll also need a sharp eye for detail and the interpersonal skills to communicate quality concerns and constructive feedback to our artists.

Position Overview:

This is a full-time, in-person role based in our East Vancouver studio. Your primary focus will be supporting our veterinary partners, building strong relationships with clinic teams, and providing thoughtful support to pet parents when questions or concerns arise. Because many Spawts are created following the loss of a pet, empathy, compassion, and excellent judgment are essential.

You’ll also oversee quality control of our handmade ceramic keepsakes, learning to distinguish the natural variation of handmade work from something that does not meet our standards. When issues arise, you’ll work directly with our artists and management to communicate feedback and help prevent recurring problems.

Strong people-management skills are important. You should be comfortable giving feedback, setting expectations, holding people accountable, and working with studio leadership to help the team succeed.

Key Responsibilities

- Client Experience & Retention: Handle complex or escalated customer service by phone and email.
- Quality Control: Review handmade keepsakes against Spawts' standards and determine when correction, remake, or other action is required.
- Artist Feedback: Communicate quality concerns clearly and constructively and help identify recurring issues.
- Vendor & Clinic Relations: Manage higher-level communication and problem-solving with veterinary clinics, suppliers, shipping providers, and other partners.
- Team Support & Leadership: Provide clear feedback, set expectations, support accountability,



and contribute to hiring and performance management as needed.
- Process Improvement: Identify recurring client or quality issues and help improve the processes behind them.
- General Studio Maintenance: Maintain a clean, organized workspace and assist with studio cleaning as part of the team.

Qualifications and Skills

- Significant experience in customer service, client relations, or account management, including escalated and higher-level communications
- Exceptional written and verbal communication skills
- Demonstrated ability to solve problems and retain client relationships
- Exceptional attention to detail and visual quality-control skills
- Strong judgment and confidence making independent decisions
- Strong interpersonal skills and ability to give clear, constructive feedback
- Experience supervising, coaching, or managing employees is an asset
- Strong computer skills and comfort with Google Workspace
- Fast typing skills: Minimum 50 WPM with 98% accuracy (typing test required - details below)
- Strong organizational skills
- Reside in the Vancouver/Lower Mainland area

Ceramics experience is not required but is an asset. We can teach you our products and quality standards but coming with clay experience is an advantage. We’re looking for someone who already brings exceptional communication, judgment, attention to detail, and the ability to confidently handle difficult situations.

What Success Looks Like

- Clients with difficult concerns feel heard, cared for, and confident in their resolution
- Escalated situations are handled independently without unnecessary involvement from ownership
- Quality concerns are identified before keepsakes reach clients
- Artists receive clear, useful feedback that improves quality
- Recurring client or quality problems are identified and addressed at their source
- You know when to be flexible, when to hold a standard, and when something truly requires escalation

Personal Suitability

- Proven record of commitment and excellence, demonstrated through tenure in past roles
- Strong desire to be an integral part of a small business and contribute to a passionate, hardworking team
- Calm and capable with frustrated or emotional people
- Empathetic while able to make practical business decisions




- Extremely observant and detail-oriented
- Comfortable giving direct, constructive feedback and holding people accountable
- Self-directed, solutions-oriented, and calm under pressure
- Kind, compassionate, and emotionally attuned (this is memorial work)
- Embrace diversity and contribute to an LGBTQ2SIA+ friendly workspace

Why This Role Might Be a Great Fit for You

- Growth Opportunities: Opportunity to take greater ownership of client experience, quality standards, and team leadership as your impact grows.
- Positive Work Environment: Work alongside our in-studio dogs, Cannon and Crash, with a casual dress code and supportive team.
- Meaningful Work: Every client interaction and keepsake represents a pet and family relationship with deep emotional value.
- Comprehensive Benefits: Paid time off, commuter benefits, tuition reimbursement, and more.

Compensation and Hours

- Pay: $30 - $36/hr based on experience and expertise
- Hours: Full-time (32–40 hours per week)
- Additional Pay: Bonus pay, overtime pay, retention bonus

How to Apply To be considered, please apply through Indeed with the following:

- A cover letter explaining why this full-time, long-term studio role is the right fit for you, particularly your experience with difficult client situations, quality control, and/or team leadership.
- Typing test scores from www.typingtest.com: Complete the 1-minute test (Medium Text) three times and include your results in your cover letter.
- A resume that lists your work history down to the month (not just the year), with the average number of weekly hours for each job.

Also hiring: Please see our posting for Systems Manager. If your experience and skill set could span both roles, please mention this in your cover letter. Applications missing a cover letter or typing test scores will not be reviewed.

Learn More

Website: www.spawts.com

Instagram: @spawts

Spawts Studio Inc. is an equal prospect employer. We welcome applicants from all backgrounds and are committed to building a supportive, inclusive team.

Job Types: Full-time, Permanent

Pay: $30.00-$36.00 per hour

Benefits

- Casual dress
- Company events

Application question(s):
- Are you able to work full-time, in person, at our East Vancouver studio?
- BEFORE YOU APPLY: Go to www.typingtest.com and select the 1 minute test with Medium Text difficulty. Complete the test 3 times and, in your cover letter, let us know your score on each.

Experience:
- senior-level Customer Service: 3 years (required)

Language:
- English Fluently (required)

Work Location: In person

📌 Client Experience & Quality Lead (Vancouver)
🏢 Spawts Studio
📍 Vancouver