Customer Service Manager Jobs

Who We Are

Fresh Prep is Western Canada’s homegrown meal kit delivery service. We help people throughout B.C. and Alberta make world-class dinners with fresh, pre-cut and pre-portioned ingredients along with an extended menu of over 100 add-ons from local suppliers delivered weekly to your door.

From sourcing quality local goods, to delivering in reusable, recyclable and compostable packaging, we believe it’s possible to make convenient eating healthy and sustainable for the community we live in.

In the past few years, we have collected first place awards for The Georgia Straight’s Golden Plates in addition to winning the Annual Best of Vancouver award for Best Meal Kit Service as voted by readers. Fresh Prep also placed on the Canadian Business and Maclean’s Magazine STARTUP LIST as a high-growth Canadian startup.

Who You Are

• Collaborative Team Player. You are motivated by collaborative team task achievement and driving a results-oriented culture.
• Self Starter. You are comfortable owning a task from start to finish and you take the initiative to make continuous process improvements. You observe strict deadlines and hold yourself accountable for your deliverables.
• Positive Attitude. You approach work in a cheery and optimistic way. You love making customers happy and don’t let the small stuff get you down. You approach the problem at hand from a strategic and empathetic point of view.
• Adaptable. You thrive in a changing environment and are able to pivot direction easily.
• Strong Communicator. Your verbal and written communication skills allow you to get results across easily and quickly, in a friendly and professional manner.

What You'll Be Doing

• You’ll be the go-to person for high-touch escalations, which you’ll handle with compassion and professionalism using your conflict resolution skills.
• You’ll lead a growing team of Customer Service Representatives, providing mentorship, coaching, and expertise to help them develop their own careers while supporting company goals.
• You’ll design, develop, and document Customer Service policies, processes, and standard operating procedures.
• You’ll analyze numbers, especially gift credits and team performance, using spreadsheets, dashboards, and reports. You’ll author and present reports to senior management as the customer service subject matter expert.
• With the support of your manager and the marketing team, you will write customer-facing communications including response templates, delivery updates, and knowledge base articles.
• You’ll hire, onboard, train, and performance manage candidates and team members in your department.
• You’ll become an expert with our customer service platforms and will lead projects to help us leverage new features and technologies.
• You’ll liaise with every department in the company to communicate customer feedback and contribute toward process improvements that have the customer experience in mind.
• You’ll hold your team accountable for KPIs like customer satisfaction, response time, missed call rate, and handle time. You’ll drive performance and success on your team as an inspiring leader.

What We Are Looking For

The Customer Service Manager is an experienced customer service professional with excellent conflict resolution and communication skills. They’re excited to join a mid-sized startup, where they have the opportunity to make a mark on the organization’s processes and culture - but where things can sometimes get a little chaotic. They can help us upgrade our CS game by introducing improvements and incorporating new technologies and features into our workflow.

• Able to perform basic calculations and mathematical figures, with experience analyzing and presenting data using spreadsheets, pivot tables, and dashboards
• Minimum 2 years of experience in a supervisory role; experience leading team members remotely is an asset
• Ability to adapt and formulate new plans as contingencies arise
• Self-motivated, with leadership skills and a high energy outlook
• High level of integrity and work ethic
• Strong organizational skills and exceptional time management skills
• Very strong written and spoken communication skills
• Ability to work overtime occasionally as needed
• 3-5 years of experience in Customer Service roles in a mid- or larger-sized organization showing progressive development
• Ability to work individually and as part of a team
• Ability to handle pressure and conflict

What You Can Expect

• An inclusive, fun workplace filled with fantastic colleagues. We’re a certified B-Corporation and our team is passionate about making a positive difference (and also about food!)
• The ability to work a hybrid schedule from one of our HQs (Calgary or Vancouver) and from home
• Comprehensive health benefits (including medical, dental, vision and life-insurance) after 90 days of successful employment.
• Competitive pay and bonuses, as well as the opportunity to participate in our Employee Stock Option Plan.
• Free and discounted food!

Fresh Prep is an Equal Opportunity Employer (EOE) and prohibits discrimination of any kind. We value diversity at our company and at all job levels our goal is to be diverse, inclusive and representative of the communities we operate in. We endeavour to recruit, develop and retain the best talent from a diverse candidate pool and truly believe that diversity, equity and inclusion among our team members is vital to our success as a company. We trust that in applying for a role with us you value this as well!