At Kotn, we’re reimagining the way our everyday items are made and purchased, beginning with your wardrobe, setting a new standard for social impact and traceability. Founded in February 2015, Kotn has been featured in over 80 publications such as New York Times, GQ, Vogue, Elle, and The Wall St. Journal. Kotn was founded in Toronto by three best friends, who were fed up with compromising on quality, design, sustainability, brand experience, and price.
What You’ll Be Working On:
Operations (25%)
- Take initiative with ideating new processes to streamline operations and maximize efficiency in order to provide a better omni-channel customer experience
Team Management (50%)
- Source strong candidates that align with Kotn’s values and ethos and execute hiring, onboarding and training of new employees
- Support the learning and growth of team by providing feedback and coaching in order to
- consistently evaluate successes and opportunities and maintain strong team morale
- Create a culture of accountability: set standards and implement best practices for the team as to strengthen efficiency, accuracy, and execution within all customer support pillars
- Communicate and collaborate with direct manager on identifying successes and rectifying opportunities within all customer support pillars; demonstrating a commitment to continuous improvement
Customer Support (25%)
- Customer-facing everyday: provide best-in-class customer support to all customers; fielding questions and providing upbeat, customized support
- Resolve CEOs in a timely manner by going above and beyond to ensure a consistently great experience and satisfactory resolution to all customer interactions
What You’ll Bring:
Customer Centricity
Be the face of the brand: optimizing solutions for any customer experience opportunity and educating our customers about Kotn
Communication
Demonstrate awareness by adjusting language and terminology, both written and verbally, for intended audience to clearly convey ideas and address opportunities
Adaptability
Identify areas for improvement and optimistically acclimate to environments of change whether through process, industry or organizationally
Collaboration
Foster an environment that supports transparency and cooperation among others with the ability to demonstrate success in getting team members to learn and work together effectively
Additional Requirements:
- 4+ years experience in a similar management role at a mid-volume, customer-centric eCommerce or call center environment
- Exceptional communicator, both verbally and written
- Ability to take ownership and accountability
- Must be available to work flexible shifts, including evenings, nights, and weekends, to ensure round-the-clock coverage in alignment with Toronto EST hours
- Must have knowledge of Microsoft Excel and Google Suite
- Knowledge of Shopify and various IMS softwares considered an asset