Overview
Customer Service Manager Jobs in Canada at Prosana
Title: Customer Service Manager
Company: Prosana
Location: Canada
We're looking for a Customer Support Manager with deep operational expertise, sharp leadership skills, and a builder's mindset.
This is a contractor role supporting a team from 5 pm to 1 am CET, giving you the opportunity to collaborate with a global team and work remotely from anywhere in the world.
WHAT’S IN IT FOR YOU
- High-impact leadership role in a brand growing fast and doing meaningful volume
- Full ownership over support systems and team performance
- Remote flexibility and autonomy to implement what you know works
- A collaborative, entrepreneurial environment that rewards initiative
- Competitive compensation, with the potential to grow with the company
WHAT YOU’RE GETTING INTO
- Monitor and audit customer interactions to ensure high-quality, brand-aligned responses
- Lead, coach, and motivate a team of 10 support reps, setting clear KPIs and performance expectations
- Communicate daily with US and China-based fulfillment teams to:
- Execute order changes before shipment
- Expedite or reship critical orders to avoid delays for customers
- Identify and escalate common product or shipping issues to leadership with suggested fixes
- Analyze KPIs (response times, CSAT, ticket volume, resolution rate) and implement improvements
- Own and optimize the customer support systems, implement macros, workflows, tagging, and escalation protocols
- Maintain internal knowledge base and SOPs to streamline onboarding and daily execution
WHO YOU ARE
- Minimum of 2 years in a customer support leadership role at a DTC/eCommerce brand doing $500K+/month in revenue
- You’ve led teams of 5+ and know how to manage up, down, and sideways
- You’re ready with battle-tested systems for efficient ticket management, team workflows, and performance tracking
- Experience using Richpanel software
- Strong communicator who can collaborate cross-functionally with fulfillment, marketing, and ops
- Analytical mindset with the ability to turn metrics into action
- Bias for action, accountability, and customer-centric thinking
