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About the Role

We are seeking energetic, reliable, and fun professionals to join our team as a Customer Service Manager Canada. The successful candidate will be responsible for assisting with customer satisfaction and complex problems, providing customer service to increase loyalty and retention, and supporting contact center activities.

Responsibilities

Be a prominent positive representative on the organization’s leadership team
Help devise and determine how we can create processes to build a world class support team
Field requests and support communications from our internal and external customers
Support customer service needs, escalations, and operational communications for Canadian customers and business partners
Respond to, troubleshoot, and resolve daily fulfillment and delivery issues, piecing together the end-to-end story to identify root causes and see cases through to resolution
Partner with U.S. and Canadian teams to resolve cross-border fulfillment, delivery, and customer experience issues
Support supervisors as they respond to, troubleshoot, and resolve daily fulfillment and delivery issues, piecing together the end-to-end story to identify root causes and see cases through to resolution
Hold leadership staff accountable for expectations to identify trends and expose prime opportunities to improve our operations and increase customer satisfaction
Track learning and best practices to contribute to improving and developing Standard Operating Procedures (SOP’s)
Help to organize and execute Work Force Management needs as necessary
Support activities for the department as needed and requested
Promote good relations between external and internal customers
All other duties assigned by management
Meet defined department goals and activity metrics
Analyze statistics and compile accurate reports
Maintain an orderly workflow according to priorities
Monitor and support Canada-specific service levels, response times, and customer satisfaction metrics
Set a clear mission and deploy strategies focused towards that mission
Take ownership of customers issues and follow problems through to resolution
Support bilingual English/French customer interactions and escalations as needed
Participate in team planning meetings

Requirements

1-5 years proven working experience as contact center manager or supervisor
Experience in providing customer service support
Experience supporting Canadian customers, operations, or service escalations preferred
Excellent knowledge of management methods and techniques
Ability to think strategically and to lead
Strong client-facing and communication skills
Ability to prioritize and manage multiple responsibilities
Exceptional attendance and punctuality
Ability to work in a team environment
Experience with Microsoft Office
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to talk or listen.
This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines. Reasonable accommodation may be made to enable people with disabilities to perform the essential functions.

Skills

Bilingual English/French required
Canadian French proficiency preferred

Location

Canada

Work Type

Full-Time

Experience Level

1-5 years

Salary/Compensations

$80,000 - $90,000

Benefits

Incredible team spirit
Opportunities for professional growth
Exclusive apparel discounts
Top-notch employee benefits (health, dental, vision coverage, retirement planning)
Fun employee appreciation events
State-of-the-art equipment

About the Company

Be part of something special – a place where work feels like a community, not just a job.
We're a vibrant and innovative crew united by a shared passion for creativity, growth, and collaboration.
S&S is expanding, and we want to connect with dedicated individuals to join our team and create a best place to work.
Our team is driven by innovation and partnership, where your ideas are heard and celebrated.
We're building an inclusive environment that values every voice and fosters a culture of mutual support and respect.
If you're ready to dive into a dynamic work environment where every day brings new personal and professional growth opportunities, apply today!
We'd love to hear from you if you're enthusiastic about being part of a company that values its employees and rewards hard work.
Take the next step in your career with us, where you're not just an employee but an essential part of our journey toward success.
APPLY NOW, and let's grow together!

Equal Opportunity

S&S Activewear welcomes people of all backgrounds and experiences and are committed to creating a diverse culture and supporting human growth.
We are proud to be an equal opportunity employer and is committed to providing equal opportunity for all employees and applicants.
We conduct business without regard to sex, race, creed, color, religion, marital status, national origin, citizenship status, age, pregnancy, sexual orientation, gender identity or expression, genetic information, disability, military status, status as a veteran, or any other protected characteristic.
Our policy is to recruit, hire, train, assign, transfer, and terminate employees based on their own ability, achievement, experience and conduct and other legitimate business reasons.
S&S participates in E-Verify and will provide the federal government with your Form I-9 information to confirm you are authorized to work in the U.S.
This job offer is contingent upon the completion of a satisfactory background check.