Customer Service Manager

At SecondShop, we’re a team of Canadians who believe in doing better—for our country, your wallets, and our planet.

We started with a simple idea: why should perfectly good products go to waste or sit unsold when people like you are out there looking for smart ways to save? We have made it our mission to source the highest quality open-box, overstocked, and scratch-and-dent products from the top brands - offering them to Canadians at up to 50% off. But we are not just about savings—we’re about changing how people shop. Say goodbye to paying full price and hello to smarter spending.

Role Overview

We’re looking for a Customer Service Manager to provide day-to-day leadership for our growing customer support team. Our Customer Service function plays a crucial role in SecondShop’s mission to make scratch-and-dent and refurbished products easy and reliable for customers to buy. As we scale, we need an experienced and hands-on leader who can manage performance, resolve escalated cases, and keep the team focused on fast, accurate service.

This is a player-coach role — roughly half leadership and performance management, half direct contribution to escalated customer support work. You’ll help build structure, accountability, and clarity within the team so that every customer receives a consistent, high-quality experience

What You’ll Do

• Lead and manage daily operations of the customer service team, ensuring smooth handling of all support tickets and customer interactions.
• Provide direct oversight on escalated cases, including exchange approvals, compensation decisions, and warranty-related issues.
• Monitor ticket queues to ensure prompt response times, proper documentation, and pipeline updates.
• Drive team performance, ensuring accountability through clear expectations, coaching, and regular check-ins.
• Handle scheduling and attendance, including shift planning, coverage, and vacation requests.
• Support the Director by managing the day-to-day load, enabling the Director to focus on higher-level process and strategy.
• Assist with administrative tasks such as return order processing, ticket closure, and internal reporting.
• Act as the first line of decision-making for compensation, goodwill gestures, and other case-by-case resolutions.
• Foster a positive, customer-focused culture that balances empathy with operational efficiency.

About You

You’re an organised, people-oriented problem-solver who enjoys leading by example. You can manage a busy workload, stay calm under pressure, and guide others to do their best work. You’re comfortable making quick, fair decisions and holding others accountable to high standards of service.

What You Bring

• 5+ years in customer service, with at least 1 year in a team leader/manager role.
• Proven ability to manage scheduling, workload distribution, and frontline performance.
• Strong written and verbal communication skills.
• Experience with ticketing systems
• Comfort balancing hands-on customer work with coaching and team management.
• A bias for action — when things pile up, you roll up your sleeves and clear them.
• Experience with warranties or e-commerce is an asset, but not required (training provided).

What we offer

• A competitive base salary, along with a comprehensive benefits package, including health, dental, and vision coverage.
• Access to exclusive discount on SecondShop products for yourself and your family.
• As a growing startup, SecondShop offers ample opportunities to take on new challenges, contribute to shaping the company’s future, and take ownership of key initiatives.
• Join a passionate and mission-driven team that values collaboration, innovation, and a shared commitment to sustainability and responsible shopping.
• Align with a company that believes in sustainability, smart spending, and improving the lives of Canadians. You’ll have the chance to make an impact every day!

Why You’ll Love It Here

At SecondShop, we’re redefining recommerce — giving great products a second life through data, care, and operational excellence. You’ll be part of a small but ambitious team where everyone’s input matters and where leadership is visible, supportive, and invested in your growth.

We move fast, think practically, and take pride in creating real value for customers every day.