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Customer Care Manager

About Sago Mini

Sago Mini is an award-winning company devoted to play. With over 40 million downloads, 30+ apps, and a line of physical toys, Sago Mini brings thoughtful design to life for preschoolers and parents worldwide. We’re a subsidiary of Toca Boca, the No. 1 mobile-first kids brand, and Spin Master, a leading children’s entertainment company. We offer an exceptional workplace in downtown Toronto and competitive compensation.

About You

You want to make an impact doing something you love with people you like. You’re great at conflict resolution and possess a high degree of self-awareness. Your colleagues across all departments love working with you because you get. stuff. done. and make them laugh while you’re doing it.

About the Role

Sago Mini is seeking an experienced Customer Care Manager who's excited to help us support our customers in all things Sago, from our existing award-winning digital offerings and consumer goods to the next big thing we're dreaming up.

You’ll build and develop an amazing team of Customer Care Advocates who will support our customers across all of our digital and physical initiatives. As the first point of contact for Sago’s fan base, you and your team will be Sago’s brand ambassadors, and will be experts on our offering and our customers.

What You'll Be Doing

• Responding to and resolving all customer service requests
• Tracking and reporting on customer service KPIs and metrics to identify successes and where we can improve
• Manage the refund, credit, and exchange process for customers
• Evaluate current tools and make recommendations based on product needs
• Research and stay up-to-date on customer care best practices
• Package replacement product and fan packs and ship to customers
• Check-in with our product teams to provide relevant feedback from our customers
• Manage additional customer care team members as we grow

Qualifications and Skills

• 5+ years of relationship management, from team members to customers
• Enthusiasm for solving problems and making people happy
• Excellent communication skills - you find it easy to talk to people in person and over email
• High level of understanding, patience, and empathy
• Ability to navigate difficult interactions with professionalism
• You believe there's a solution to every problem, big or small

Nice to Have

• 2+ years of managing a customer-facing team
• Experience building and mentoring a team in a start-up environment
• Background with SaaS and/or Consumer Products customer service solutions and strategies
• Demonstrated ability to implement strategic plans within a quickly growing organization
• Great presentation skills and a gift for synthesizing data into understandable chunks and actionable tasks

About the Process

• You’ll get an email response confirming we’ve received your application, and we’ll let you know within a few days if we’d like to schedule a follow-up.
• If you’re moving ahead, we’ll book a call to learn more about your experience. Then we’ll send you a short homework assignment to get a better feel for your skillset.
• If the assignment goes well, we’ll book an interview to speak in-person at the Sago Mini office.

Sago Mini values diversity and inclusivity, and is an equal opportunity employer. We welcome applicants from different backgrounds, perspectives, and experiences.