• Start Date: May 1st 2024
• Position: Customer Success Manager and Executive Assistant
• Type: Full-time
• Location: Hybrid
• 80% remote working
• Must live in the Greater Toronto Area and be able to work in-person 1-2 days per month as well as supporting at events / conferences
• Work-days flexible
• Flexible availability including weekends and holidays
• Hours: up to 30 hours per week
• Pay: $2500 - $3000/month depending on experience

MAVE & CHEZ is a Toronto-based company founded by best friends and long time business partners, Dani Kagan and Victoria Mashman. With a mission to revolutionize comfort footwear, the brand offers a range of ergonomic slippers designed for all stages of womanhood. Ethically made in Brazil, MAVE & CHEZ slippers combine premium materials, scientific design and stylish aesthetics to provide unmatched support and style. It is their mission to empower others to invest in themselves, be bold, and build a meaningful legacy. Recently, MAVE & CHEZ was featured on CBC’s Dragon’s Den, where they receive a deal from not one, but TWO Dragons!

Each member of our team embodies our core values of: Confidence, Community, Contribution, Luxury and Health & Wellness. They have an entrepreneurial spirit, are passionate about challenging ways of thinking, love to be collaborative and want to feel fulfilled in the work they do each day.

Mave & Chez is looking for its right hand - a driven full-time Customer Success Manager and Executive Assistant to add to our small-but-mighty team. Candidates should be self-starters with 5+ years of administration, sales and operations experience who are excited about tackling the ever-changing retail environment at a quickly growing startup. The ideal candidate for this role balances customer service, planning and integrity with ego-less, flawless execution to ensure all parts of the business are harmoniously working together. They love being in the front-lines and are obsessed with providing customers with a WOW experience. They naturally balance organization and strategy, are a quick learner and detail oriented. This candidate will play a critical role in the day-to-day operations of the brand, to ensure both external and internal stakeholders are in the best of hands to achieve Mave & Chez’s mission and revenue goals. They will work closely with the Co-founders to assist and ensure all aspects of the business continue to move forward and thrive.

• 5+ years of administration, operations and project management experience
• 4+ retail and/or ecommerce customer service experience
• Ability to handle high volume customer interactions
• Proven customer service skills with an ability to over deliver on sales targets
• Excellent communication skills, empathy to customers, and a passion for customer satisfaction
• Communicate with internal and external stakeholders with the utmost clarity and professionalism, set reasonable expectations on delivery and update status
• Experience with high growth, entrepreneurial businesses ins considered an asset
• Experience working with executives and managing their administrative tasks is considered an asset
• Experience with Ecommerce Platforms, order workflows, CRM, and ticketing systems
• Flexible availability including weekends and holidays

Customer Success

• Provide solutions for customer and website inquiries in a timely manner
• Assist customers with placing orders, tracking shipments, and processing returns.
• Respond to customer inquiries and resolve their issues via email, phone, or chat.
• Work closely with other departments (warehouse and marketing) to ensure all communications with customers are seamless, as well as timely and accurate order fulfilment
• Identify and escalate complex issues to Co-founders as needed
• Answer all calls and emails related to website inquiries
• Maintain accurate records of customer interactions and transactions.
• Build systems and tools to manage customers and ensure they receive a WOW experience
• Meet and exceed customer satisfaction goals and performance metrics.

Executive Administration

• Work cross-functionally across all team members to ensure necessary systems, processes and infrastructure are established to support scaling of business
• Managing all systems, processes and infrastructure are up-to-date and cutting edge
• Oversee and manage Co-founder communications and opportunities including: email and calendar management, stakeholder engagement, management and follow-up, meeting coordination and facilitation
• Coordinate and assist with travel arrangements and accommodations
• Performing simple bookkeeping tasks such as paying and filing invoices, working with accountants to keep monthly financials and bookkeeping up-to-date

Operations

• Building workback schedules and working mainly with in-house teams to ensure timely delivery of projects.
• Communicating with teams across brand, marketing & creative to advise on status and identify any challenges that will delay projects.
• Report key findings, statuses and data to team
• Analyse inventory levels and maintain relationships / inventory with third party logistic providers