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About the Role

Support the global consumer journey by managing operational, reporting, and administrative tasks. Coordinate key performance metrics and assist with process improvement projects to elevate the overall consumer experience.

Responsibilities

• Coordinate reporting and track Consumer Care metrics and Service Level Agreements (SLAs) in collaboration with third-party call center partners.
• Fulfill critical administrative tasks including completing daily shift reports, attendance logs, and agent coaching forms.
• Update consumer-facing and internal support content, including FAQs, instructional materials, how-to videos, and training decks within the CRM Knowledge Base.
• Manage CRM product and category disposition data to ensure accurate case tagging and analytics.
• Facilitate seamless communication flows by distributing updates and program briefs to internal teams and external vendor partners.
• Assist with ad-hoc analytical reporting and operational support to drive continuous improvements in consumer satisfaction.

Requirements

• Previous experience in a customer service, consumer care, or operations environment.
• Demonstrated experience managing professional social media platforms or digital customer support channels.
• Strong analytical abilities with experience tracking performance metrics and building operational reports.
• Proven coordination and task-management skills with the ability to manage multiple deliverables simultaneously.
• De-escalation and professional problem-solving abilities to support consumer resolution workflows.
• Flexibility to work rotational shifts, including weekdays and during statutory holidays (such as December).

Location

• Ontario

Work Type

• Hybrid

Salary/Compensations

• $47,000 to $52,000 Per Annum

Benefits

• Growth and Career Opportunities
• Flexible Work Hours
• Innovation, Collaboration and Fun
• Comprehensive Benefits
• Other fun Perks!

About the Company

• Spin Master is a leading global children's toy, entertainment and digital gaming company.
• Our unwavering commitment to open mindedness, integrity and innovation is a great part of what has made us an industry leader.
• Our mission is to Make Life More Fun with a vision to push the boundaries of innovation, creativity, and fun.
• Spin Master is a fast-paced, hands-on organization that provides many great opportunities for impactful decision-making; though our challenging start-up atmosphere isn’t for everyone, we have a proven record of opportunities for future advancement and internal transfers for our passionate and results driven team.

Equal Opportunity

• Everyone is welcome in our sandbox and we are committed to an accessible and inclusive hiring process that provides reasonable accommodation to all applicants.
• Spin Master strives to create an accessible and inclusive application and selection process and is committed to working with and providing reasonable accommodation to job applicants who may require provisions to participate in the recruitment, selection and/or assessment processes. Should you require an accommodation, please contact our Talent Acquisition team, by email at TAinquiries@spinmaster.com or by phone at 416 364-6002 and we will work with you to meet your accessibility needs.