HOW TO APPLY: To apply, please send the following to info@maveandchez.com with the job title in the subject line: 1) Your CV or résumé 2) A cover letter explaining why you’re the right fit 3) A 30-second video introducing yourself and highlighting your relevant experience.SUMMARY: Start Date: December 1, 2025. Type: Part-time (25 - 30 hours per week). Salary: $20/hr. Location: Remote (Virtual) - must live within 3 - 5 hours of Eastern Time Zone. Schedule: Flexible working days; availability required on some evenings, weekends & holidays for urgent tasks related to the role.WHO WE ARE: Mave & Chez is a next-gen DTC brand redefining the slipper category - led by two exceptional female founders building with speed, intention, and vision. We’re creating ergonomic, elegant slippers designed for modern lifestyles—whether women are working from home, parenting, or simply prioritizing comfort. Think elevated style meets everyday practicality, with a wellness-driven core. As a Toronto-based, female-founded startup recently featured on CBC’s Dragon’s Den, we’re moving fast and scaling with purpose. We’re a small-but-mighty team that thrives on entrepreneurial spirit, hands-on execution, startup energy, collaboration & flexibility, and modern values aligned with a bold, wellness-driven ethos.THE OPPORTUNITY: We are looking for a Customer Success Manager who will be both the voice of Mave & Chez to our customers and the operational backbone of our logistics. This role is perfect for someone who loves people and creating WOW experiences, is meticulous and organized, brings experience with luxury eCommerce brands, is tech-savvy (Shopify, CRM, ticketing systems) and comfortable with 3PL systems like ShipHero, is not afraid to pick up the phone and solve problems in real time, and is a self-starter who improves processes and scales customer experience. You’ll work closely with the Co-Founders and external partners, managing customer support, overseeing fulfillment, and ensuring seamless delivery for customers in both Canada and the US.KEY RESPONSIBILITIES — Customer Success: Respond promptly to customer inquiries via email, phone, and chat with empathy and professionalism. Assist customers with orders, tracking, returns, and exchanges. Maintain accurate records of interactions and escalate complex issues as needed. Meet and exceed customer satisfaction goals and performance metrics. Act as the voice of the customer, sharing feedback weekly on the team call to drive continuous improvement. Include review highlights and success stories, identify opportunities, provide a high-level overview of customer interaction volume, summarize refund conversions from initial exchange requests, and report return stats and trends with improvement recommendations.Fulfillment & Logistics: Manage and oversee relationships with 3PL partners in both Canada and the US. Ensure smooth and accurate order fulfillment, delivery, and returns. Proactively troubleshoot and resolve logistics issues (shipping delays, inventory shortages, etc.). Monitor, analyze, and report on inventory levels and fulfillment performance. Optimize shipping processes for cost efficiency and speed. Collaborate with 3PL teams to implement new workflows, SOPs, and process improvements.Operations & Support: Build and manage workback schedules across internal teams (brand, creative, marketing). Track and report on key data points related to operations, fulfillment, and customer satisfaction. Support Co-Founders with executive tasks and administrative needs as required. Provide on-the-ground support at local events, pop-ups, and conferences.EXPERIENCE AND SKILLS: 5+ years of experience in administration, operations, and project management. 4+ years in retail and/or eCommerce customer service (luxury brand experience strongly preferred). Demonstrated success managing 3PL relationships and overseeing fulfillment/logistics. Proficiency with Shopify, ShipHero, and related eCommerce/CRM platforms. Strong problem-solving skills and ability to handle high-volume customer interactions. Excellent written, verbal, and interpersonal communication skills. Proven ability to thrive in a fast-paced startup environment. Experience supporting executives with administrative tasks (asset, not required). Flexible availability, including evenings, weekends, and holidays when required.