Customer Success Manager

Toronto, ON, Canada (hybrid office environment — occasional in-person meetings)

Full Time

Job Description

Giftagram is looking for a highly motivated, outgoing, and tech-savvy Customer Success Manager to support our corporate and eCommerce users. As Customer Success Manager, Manage and direct all aspects of CS operations that drive customer satisfaction and growth. The Customer Success Manager is a client-facing role who will deliver ongoing support and guidance.

What you’ll do


  • Manage and direct all aspects of CS operations; hiring, training, coaching, and leading representatives as they provide support for customers


  • Manage cases and prioritize escalations ensuring a positive customer experience and quick resolution


  • Implement and optimize Zendesk and Customer Service tools - including creating/editing macros, ticket triage tagging and chat processes


  • Own and deliver on CS metrics including NPS, response time, resolution time, CSAT and T:O ratio


  • Work with product team and provide recommendations to continuously improve the experience for both internal and external users


  • Manage the online return process, order exchanges, cancellations, and/or substitutions


  • Monitor order statuses to ensure customer satisfaction: payment failures, unaccepted orders, on time shipping, cancellations, back orders, out of stocks, etc.


  • Work collaboratively with internal team members and Partner network to provide customers with timely, accurate resolutions


  • When required provide gift recommendations and support in the processing of bulk orders



Qualifications


  • 3-5 years working in eCommerce Customer Service and/or Retail Operations


  • 2+ years experience in a managerial capacity


  • Bachelor’s Degree or related work experience


  • Exceptional interpersonal, customer service, problem-solving, verbal and written communication, and conflict resolution skills


  • Strong coaching and leadership skills, ability to motivate employees; positive and can-do/roll up your sleeves personality is key


  • Proficiency with Zendesk and/or other CS and Chat tools


  • Proficiency in Google suite

About Giftagram

Giftagram is reinventing the timeless art of gifting. We build and manage programs that make it easy to appreciate, reward and inspire loyalty for clients and employees. Our GiftCenter platform gives clients access to a curated marketplace of gifts from local partners and national brands. Relationships are at the core of our business, and we are fanatic about creating an environment of success for all of our client partners, gift vendors and employees.