HOW TO APPLY:

Email your CV or resume, a cover letter along with a 30 second video introducing yourself outlining who you are and why your experience is relevant to the job position to: victoria@maveandchez.com
Please include the title of the position you are applying for in the subject line.

SUMMARY

• Start Date: Immediately
• Position: Operations and Customer Success Manager
• Type: Full-time,1 Year Contract
• Location: Hybrid
• 80% remote working
• Must live in the Greater Toronto Area and be able to work in-person 1 day per week as well as support at events / conferences
• Work-days flexible
• Flexible availability including weekends and holidays
• Hours: up to 40 hours per week
• Salary: $50k - $55k + Bonus Incentives

WHO WE ARE

MAVE & CHEZ is a Toronto-based company founded by best friends and long time business partners, Dani Kagan and Victoria Marshman. With a mission to revolutionize comfort for women, the brand offers a range of ergonomic slippers designed for all stages of womanhood. Ethically made in Brazil, MAVE & CHEZ slippers combine premium materials, scientific design and stylish aesthetics to provide unmatched support and style. It is their mission to empower others to invest in themselves, be bold, and build a meaningful legacy.
Each member of our team embodies our core values of: Confidence, Community, Contribution, Authenticity and Health & Wellness. They have an entrepreneurial spirit, are passionate about challenging ways of thinking, love to be collaborative and want to feel fulfilled in the work they do each day.

THE OPPORTUNITY:

LOVER of people, meticulous, organizing and planning obsessed
Mave & Chez is looking for its right hand - a driven full-time Operations and Customer Success Manager to add to our small-but-mighty team. Candidates should be self-starters with 5+ years of administration, customer service and operations experience who are excited about tackling the ever-changing retail environment at a quickly growing startup. The ideal candidate for this role balances customer service, planning and integrity with ego-less, flawless execution to ensure all parts of the business are harmoniously working together. They love being in the front-lines and are obsessed with providing customers with a WOW experience. They naturally balance organization and strategy, are a quick learner and detail oriented. This candidate will play a critical role in the day-to-day operations of the brand, to ensure both external and internal stakeholders are in the best of hands to achieve Mave & Chez mission and revenue goals. They will work closely with the Co-founders to assist and ensure all aspects of the business continue to move forward and thrive.

EXPERIENCE:

• 5+ years of administration, operations and project management experience
• 4+ retail and/or ecommerce customer service experience
• Ability to handle high volume customer interactions
• Proven customer service skills with an ability to over deliver on sales targets
• Excellent communication skills, empathy to customers, and a passion for customer satisfaction
• Communicate with internal and external stakeholders with the utmost clarity and professionalism, set reasonable expectations on delivery and update status
• Experience with high growth, entrepreneurial businesses is a must for this role
• Experience working with executives and managing their administrative tasks is considered an asset
• Experience with Ecommerce Platforms, order workflows, CRM, and ticketing systems
• Flexible availability on weekends, evenings and holidays.

RESPONSIBILITIES:

Operations
• Overseeing the day to day operations of the company in all areas of the business such as retail, wholesale, finances, event management, business development and sales
• Work cross-functionally with all team members to ensure necessary systems, processes and infrastructure are established to support scaling of business
• Managing all systems, processes and infrastructure are up-to-date and cutting edge
• Building workback schedules and working mainly with in-house teams to ensure timely delivery of projects.
• Communicating with teams across brand, marketing & creative to advise on status and identify any challenges that will delay projects.
• Report key findings, statuses and data to the Co-founders

Customer Success
• Provide solutions for customer and website inquiries in a timely manner
• Assist customers with placing orders, tracking shipments, and processing returns.
• Respond to customer inquiries and resolve their issues via email, phone, or chat.
• Work closely with other departments (warehouse and marketing) to ensure all communications with customers are seamless, as well as timely and accurate order fulfilment
• Analyse inventory levels and maintain relationships / inventory with third party logistic providers
• Identify and escalate complex issues to Co-founders as needed
• Answer all calls and emails related to website inquiries
• Maintain accurate records of customer interactions and transactions.
• Build systems and tools to manage customers and ensure they receive a WOW experience
• Meet and exceed customer satisfaction goals and performance metrics.

Executive Administration
• Oversee and manage Co-founder communications and opportunities including: email and calendar management, stakeholder engagement, management and follow-up, meeting coordination and facilitation
• Coordinate and assist with travel arrangements and accommodations
• Performing simple bookkeeping tasks such as paying and filing invoices, working with accountants to keep monthly financials and bookkeeping up-to-date.