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 & Office Manager to take ownership of client relationships, senior administrative work, and the day-to-day organization of our studio office. You’ll help streamline customer service, manage accounts payable and receivable, support our veterinary partners, and keep important administrative processes running accurately and efficiently.

This is not a junior administrative or customer service role. We’re looking for someone with strong senior-level administrative experience who can confidently manage client relationships, financial administration, competing priorities, and sensitive situations with excellent judgment and attention to detail. You should be comfortable taking ownership, improving processes, and helping bring structure and consistency to a busy small-business environment.

Position Overview:

This is a full-time, in-person role based in our East Vancouver studio. Your primary focus will be managing client and veterinary-partner relationships while overseeing the administrative work that supports our day-to-day business.

You’ll help streamline customer service, manage accounts payable and receivable, maintain accurate records, coordinate office priorities, and ensure important administrative tasks move forward reliably. Shopify has become a major part of our day-to-day business infrastructure, so familiarity with Shopify and connected apps is a strong asset. You’ll also work closely with ownership and the broader team to improve communication, organization, and studio processes.

Strong people-management skills are important. You should be comfortable giving feedback, setting expectations, supporting team building, and helping maintain accountability across the studio.

Over time, this role may also grow into greater responsibility for quality control of our handmade ceramic keepsakes. Ceramics experience is an asset, but not required.

Key Responsibilities

- Client Relations: Manage ongoing communication and relationships with veterinary clinics and pet parents, including complex or sensitive situations.
- Customer Service Management: Help organize and streamline customer service processes, ensuring inquiries and issues are handled accurately, consistently, and promptly.
- Accounts Payable & Receivable: Manage invoicing, payments, account follow-up, vendor bills, and related financial administration.
- Office Management & Administration: Maintain organized records, coordinate administrative priorities, and ensure important office processes are completed accurately and on time.
- Veterinary Partner Relations: Support clinic partners, respond to questions, resolve issues, and help strengthen long-term relationships.
- Team Support & Leadership: Support team communication,



provide feedback, help set expectations, contribute to team building, and assist with performance management where appropriate.
- Process Improvement: Identify administrative or client-service processes that can be simplified, clarified, or made more efficient.
- Management Support: Work closely with ownership on administrative priorities, follow-up, organization, and special projects.
- Quality Control Development: With training and experience, potentially take on increasing responsibility for reviewing finished keepsakes and supporting Spawts’ quality standards.

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 accuracy, particularly when managing client information, financial administration, and multiple priorities
- Experience with accounts payable, accounts receivable, invoicing, or bookkeeping-related administration
- Significant experience in senior administration, office management, client relations, or a comparable coordination/management role
- Experience with Shopify administration and related apps/integrations is a strong asset
- Strong judgment and confidence making independent decisions
- Strong interpersonal skills and ability to give clear, constructive feedback
- Experience supervising employees, supporting team development, and providing performance feedback
- 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
- Experience with Shopify, coding, digital systems, or business software integrations is an asset.
- 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. For someone with a strong eye and an interest in ceramics, this role may grow to include greater responsibility for quality control over time.

What Success Looks Like

- Client and veterinary-partner relationships are managed professionally and consistently
- Customer service is organized, responsive, and requires less day-to-day involvement from ownership
- Accounts payable, accounts receivable, invoicing, and administrative records are accurate and up to date
- Important office tasks are followed through without things falling through the cracks
- Studio communication and administrative processes become clearer and more productive
- Team members know what is expected and receive consistent support and follow-up
- You anticipate problems, organize solutions, and make life easier for ownership and the rest of the team

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
- Comfortable managing many moving pieces while maintaining accuracy and follow-through
- Takes genuine ownership of tasks and follows them through to completion without repeated reminders
- Calm and capable with frustrated or emotional people
- Empathetic while able to make practical business decisions
- 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: Take meaningful ownership of client relationships, office operations, administrative systems, and team support, with the potential to grow into greater quality-control responsibility over time.
- 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

- Salary: $70,000-$90,000 per year, based on experience, expertise, and performance
- 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 senior administration, client relations, office management, accounts payable/receivable, and 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 Part-Time Systems Manager. If your experience and skill set could span both roles including experience with Shopify, 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 opportunity employer. We welcome applicants from all backgrounds and are committed to building a supportive, inclusive team.

Job Types: Full-time, Permanent

Pay: $70,000.00-$90,000.00 per year

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 & Office Manager (Central Vancouver)
🏢 Spawts Studio
📍 Central Vancouver