We are a Canadian company on a Global mission to Bring Back the Bath. We are bath-passionate and our ethos generally involves wine, brunches and unnecessary green juice cleanses. We are looking for energetic new team members to join us in our quest and along the way- have a little fun too. 

Position: Customer Service Lead 

Location: Remote (Canada / USA) 

Hours: Full Time 

Start Date: ASAP

We’re hiring! We’re looking for a full-time Customer Service Lead to join our growing team. Reporting to our founder, Greg Macdonald, you will be dedicated to delivering the best possible experience to our customers by assisting them in finding the ideal products for their ideal bath journey. We are seeking candidates who are deeply passionate about beauty and wellness, thrive in a fast-paced environment, and possess outstanding communication skills.

This is a full-time position with an immediate start date. Start dates can be flexible depending on the candidate.

PRIMARY RESPONSIBILITIES

• Respond promptly to customer inquiries through the Zendesk helpdesk. This includes managing messages from various channels such as social media, phone, email, online chat, and text.
• Cultivate a deep understanding of our brand, vision, and product range.
• Provide customers with expert guidance on selecting Bathorium products, consistently exceeding their expectations for a positive customer experience.
• Engage with customers in a positive, informative, knowledgeable, and timely manner.
• Process returns, refunds, and exchanges while maintaining effective communication with our warehouse teams as necessary.
• Track and compile data related to customer feedback, suggestions, reviews, common trends, complaints, refunds, exchanges, etc.
• Create monthly KPI reports based on your findings, which will be presented to the co-founders and team.
• Enhance and refine our website FAQ page based on common customer inquiries.
• Organize and consolidate customer before-and-after photos, sharing them with the extended team as needed.
• Assist the operations team in managing order statuses in Shopify, identifying orders that have been sitting for an extended period.
• Update the store locator and other sections on the website, as required.
• Perform other assigned tasks to contribute to providing our customers with the best possible experience.

REQUIREMENTS

• 2+ years experience in a customer service representative role or other similar position.
• Experience with major e-commerce platforms, including Shopify and Gorgias would be an asset.
• While previous experience in the skincare and beauty industry is preferred, it is not mandatory.
• Exceptional verbal and written communication skills in English; fluency in French is considered an asset.
• Proficiency with Google and Microsoft office suite.

YOU ARE A GOOD FIT IF YOU

• Are passionate about Bathorium and eager to share that passion with others.
• Have a strong understanding and knowledge of skincare, beauty, and wellness.
• Have a positive mindset, enjoy working with others, and exhibit strong emotional intelligence.
• Have exceptional listening, verbal, and written communication skills.
• Are a fast learner.
• Are resourceful with a strong can-do attitude. You thrive in a fast paced environment, and are excited to chip in and wear multiple hats.
• Possess strong organizational skills in order to keep up with various customer needs and conduct follow-ups in a timely manner
• You are an independent worker who can self-manage tight deadlines and implement feedback promptly.
• Excel at creating new processes that streamline tasks and embrace automation whenever possible.

We strongly encourage applications from visible minorities, individuals with disabilities, and members of the LGBTQ+ community. Bathorium actively encourages applicants to self-identify.

Want to apply?

Please email careers@bathorium.com with the following information and content:

• Your Resume and brief cover letter detailing why you want to work for Bathorium and why you would be a good fit!
• Please indicate which position you are applying for in the email subject line.