About Spinrite
Spinrite is an inspiration and education-driven crafts company in the North American market. Bernat, Red Heart, Caron, Coats & Clark and Yarnspirations are our key brands, supporting brick and mortar and e-commerce sales channels. Our products are available at leading retailers such as Walmart, Amazon, Jo-Ann Stores and Michaels. We take pride in what we do and are passionate about inspiring creativity for our consumers. Recently, we have grown significantly. In early 2019, we purchased Coats & Clark, which essentially doubled the size of our company. Moving to the future, our vision is to the world’s largest inspiration-driven company for makers all over the world.
About the Role
Reporting to the Director of Digital Marketing, this individual will be responsible to drive exceptional customer experiences as the Consumer Care Supervisor at Spinrite. Oversee the team responsible for handling consumer inquiries across all channels, including chat, email, phone, and social media. Establish efficient workflows and ensure that we consistently meet performance goals to deliver top-tier customer support. This role is completely remote and can be based out of Canada or the USA.
Duties & Responsibilities
Develop and implement efficient processes to deliver exceptional customer support.
Build a strong team through learning, coaching, and managing performance.
Lead the charge in implementing innovative tech solutions and AI to streamline workflows and enhance customer satisfaction.
Identify service gaps and lead process improvement initiatives that will maximize efficiency.
Collaborate with the Social Media team to enhance communication strategies and address customer issues across channels.
Be the voice of the consumer, proactively working to resolve issues and advocate for cross-functional changes that will improve customer retention and satisfaction.
Be the voice of the consumer, proactively working to resolve issues and advocate for cross-functional improvements that will have a measurable impact on customer retention and satisfaction.
Establish and track key performance indicators (KPIs) to measure progress towards a “5-Star” customer experience on Yarnspirations.com.
Foster a safe and supportive work environment for our Consumer Care Team
Take initiative and contribute to additional projects as needed.
Qualifications
Exceptional interpersonal and communication skills in both verbal and written forms
Energetic and enthusiastic management style; always advocating for the interests and needs of the consumer.
An outstanding level of detail and organization coupled with an ability to produce clear and concise status reports.
Proven capability for troubleshooting with a methodical approach
Ability to type a minimum of 50 words per minute.
College diploma or equivalent experience
Previous experience in a supervisory role (minimum 3 years)
Previous experience in a Customer Service role (minimum 3 years)
Knowledge of help-desk software/CRM tools such as Salesforce Service Cloud, Zendesk, Gorgias or similar
Familiarity with messaging on social media platforms such as Facebook, Instagram, and TikTok
Strong leadership skills
Exceptional written and verbal communication skills
Strong problem-solving and decision-making skills
Hands-on knowledge of needlecrafts such as knitting and crochet an asset.
College diploma or equivalent experience
Spinrite is an equal opportunity employer. It is our policy to provide equal employment opportunities to all employees and all applicants for employment without regard to any status protected by the Ontario Human Rights Code, US Equal Employment Opportunity Commission, and applicable state law. If you need assistance or accommodations during any part of the application or interview process, please contact us at 519-291-3780 and ask to be directed to HR.