Customer Care Team Lead
Company: Sundays
Role summary
Customer Care Team Lead is a full-time role at Sundays in Vancouver, British Columbia, Canada (on-site). Posted 2026-09-04. Experience level: 2-5.
- Job title
- Customer Care Team Lead
- Company
- Sundays
- Location
- Vancouver, British Columbia, Canada
- Work arrangement
- on-site
- Employment type
- full-time
- Category
- Customer Service
- Experience level
- 2-5
- Date posted
- 2026-09-04
Sundays is looking for a Customer Care Team Lead to join their growing team. This is a full-time role that offers a great opportunity to develop your leadership skills and directly impact customer satisfaction. If you're passionate about helping people and ready to take the next step in your customer service career, this could be the perfect fit!
Job description
Sundays was founded in Vancouver in 2019 by four friends with deep roots in furniture and retail. We design West Coast modern pieces: warm, functional, built to last. We sell direct to customers across the US and Canada, online and through showrooms in New York, Pasadena, Vancouver, Toronto, and Calgary. Our sister brand Hetta takes a more refined, traditional approach, while upholding the same commitment to quality.
We take pride in our Customer Care Team providing exceptional customer service to help expand our brand. Our team members are experts at turning customer concerns into opportunities, solving problems, and ensuring we deliver the kind of customer service people rave about.
You are organized, detail-oriented, authentic and passionate about customer care.
DUTIES & RESPONSIBILITIES:
DAY-TO-DAY (80%)
Provide exceptional customer service through chat, email and phone communication ensuring customer expectations are met and exceeded.
Support customers with managing orders as needed throughout the purchase process
Provide customers with timely communication on updates to existing orders as needed
Manage bulk communication to customers on order updates as needed
Support and drive sales transactions with customers
Understand the Sundays product assortment
Support customers with logistics execution and problem solving
Support retail with inquiries from customers in the showroom
Manage product return requests from customers through approval
Manage customer reviews on external platforms
DEPARTMENT MANAGEMENT (20%)
Approve escalations from Customer Care Associates related to orders
Support Customer Care Associates with questions relating to orders, processes, product and escalations
Support in ensuring all Customer Care Associates have required Product Knowledge training and resources from Product and Marketing
Support in ensuring all Customer Care Product Knowledge pages and resources are up to date
Support on department projects, as required
WHAT WE OFFER
Competitive salary and performance bonus tied to channel outcomes.
Comprehensive benefits plan (health, dental, vision), including enhanced mental health support.
Three weeks of vacation in your first year.
A flexible, collaborative work environment with a design-forward office in Vancouver.
Fully stocked kitchen with snacks, coffee, and tea.
Ergonomic workstations with sit-stand desks.
Generous product discounts across Sundays and Hetta.
Opportunities for professional development and career growth as the company scales.
The salary for this role is currently budgeted between $55,000 - $65,000 per year.