Vessi is a category-defining footwear and apparel brand with roots in Vancouver, Canada. At Vessi we know that water is a magical ingredient for happiness and peace, and since 2018, we've been on a mission to welcome the water and share it with the world. That's why we create 100% waterproof products that make experiencing the magic of water easier and more fun. We also believe in protecting water supply and replenishing fresh water for people who need it most through exciting charity partnerships.

Our community and team are out in the world spreading kindness, cold plunging, cleaning up coasts, and #makingwaves. And more recently with our expansion into omni-channel, we're enabling even more people to experience the magic of water through our products and brand experiences. We've got big plans ahead with more innovative products and expansion into the US market, and we're on the lookout for passionate and driven individuals to join us on this journey.
If you want to be part of a growing brand, and you're the type to walk through a puddle rather than around it, we'll get along just fine!
For more information, visit www.ca.vessi.com.

Overview

We're looking for a Customer Care, Team Lead to join our team! The Customer Care, Team Lead is responsible for overseeing a team of up to six agents in the Customer Care department, ensuring that KPIs and departmental objectives are consistently achieved with support from the Customer Care Manager. This position works Sunday to Thursday from 9am to 5pm and scheduling needs may change based on the business needs.

If you're looking to make a big impact on a key area of our business, we want to hear from you!

Salary Range: $51,655 -$63,000

What You'll Do:

• Perform regular quality assurance checks with agents
• Perform regular 1-1 meetings with agents to discuss performance and development
• Coach low performing agents with the assistance of the Customer Care Manager
• Support the Customer Care Manager by highlighting operational risks, areas for improvement, and trending topics and issues
• Periodically complete basic analytics based reports and documentation
• Act as a role model to agents by striving to achieve high standards of performance and customer service
• Address mid level escalations, and transfer to Customer Care Manager if required
• Make sound decisions when it comes to exceptions to policies and case by case solutions
• Ensure the team is well informed of new product launches, sales, platform based upgrades, etc.
• Step in to cover for agents across all contact points (phones, chats, emails, social media) as required
• Spearhead side projects related to the department development
• Additional responsibilities based on business needs

What We're Looking For:

• 3+ years of experience in customer service, with at least 1 year in a leadership or supervisory role
• Strong problem-solving skills and the ability to think critically under pressure.
• A customer-focused attitude and a commitment to delivering high-quality service.
• Ability to communicate effectively across all platforms with tact, diplomacy and professionalism
• Experience within a fast paced environment, and the ability to productively manage less busy periods as well

What You'll Get:

• Opportunity to help build an ever-evolving brand
• Competitive salary
  
• Professional development opportunities
• Extended health benefits package including EAP
  
• $1000 per year Education Reimbursement
• 40% Family & Friends Discount
• Free Vessi product and 50% Employee Discount
• Flexibility to WFH and from our beautiful office 2-3 days/week
• Dog-friendly office
  

At Vessi, we are committed to creating an environment where all team members feel welcome and have the opportunity to succeed. We believe that a strong commitment to diversity and inclusion allows us to truly fulfill our mission and live out our core values. We are an equal opportunity employer and encourage people of all backgrounds, perspectives and skillsets to apply.