Customer Service Manager (CSM)
Top Benefits
About the role
About Us: Panda Hub is a leading car detailing technology company based in Toronto, Canada. Driven by a passionate team of automotive enthusiasts, we’re dedicated to delivering an innovative platform that empowers both clients and detailers with seamless, on-demand service. We’re on the lookout for a skilled and customer-obsessed Customer Service Manager to help us raise the bar in client experience. Join us in our mission to provide exceptional service and redefine the future of mobile auto care.
Key Responsibilities:
- Lead Daily Customer Support Operations
Oversee all customer service interactions across phone, email, and chat to ensure responsive, high-quality support for both clients and detailers.
- Prevent Cancellations and Recover Lost Appointments
Actively engage with clients and detailers to resolve issues that could lead to cancellations. Implement strategies and workflows to recover at-risk or canceled appointments—this is a core responsibility of the role.
- Supervise and Develop the Support Team
Recruit, train, and manage a team of support agents. Provide coaching and feedback to ensure consistent service delivery and high performance.
- Maintain Service Excellence Standards
Monitor and enforce KPIs such as first response time, resolution time, and customer satisfaction (CSAT) to ensure a consistently excellent experience.
- Handle Escalations and Sensitive Issues
Resolve high-priority or escalated service issues with speed, empathy, and professionalism, ensuring client retention and satisfaction.
- Create and Improve SOPs
Develop and refine standard operating procedures for handling support requests, appointment modifications, service complaints, and more.
- Support B2B Clients and Detailers
Act as the main point of contact for onboarding, supporting, and retaining both commercial clients and independent service professionals.
- Analyze Trends and Customer Feedback
Identify recurring issues or service gaps through data and feedback analysis, and propose actionable solutions to improve user experience.
- Collaborate Across Teams
Work closely with operations, product, and sales teams to drive improvements that reduce friction in the customer journey and improve appointment success rates.
- Champion the Panda Hub Brand
Represent Panda Hub with professionalism, empathy, and a commitment to problem-solving in every customer interaction.
Qualifications:
- Location: Must be based in Toronto, Canada and available to work onsite at our office five days a week.
- Experience: Minimum 10 years of leadership experience in customer service, ideally within a retail, call center, or service-driven environment.
- Team Leadership: Proven ability to manage, motivate, and develop high-performing support teams.
- Communication: Exceptional written and verbal communication skills, with a strong focus on conflict resolution and client satisfaction.
- Technology Proficiency: Hands-on experience with CRM and support platforms.
- Adaptability: Comfortable working independently in a fast-paced, dynamic, and tech-forward environment.
- Language Skills: Proficiency in written and spoken English is required
- Industry Knowledge: Previous experience in the automotive sector or a marketplace/tech-enabled service platform is considered an advantage.
What We Offer:
- Competitive Compensation: A salary package that reflects your experience, skills, and the value you bring to our team.
- Growth Opportunities: Be part of a fast-growing company with room to evolve into senior leadership roles as we scale.
- Dynamic Work Environment: Join a passionate, collaborative team committed to innovation, quality, and client success.
- In-Office Culture: Work out of our Toronto office, where your ideas and contributions have a direct impact.
- Startup Agility: A chance to help shape a growing tech-enabled service platform from the inside out.
- Supportive Leadership: Work alongside a team that values transparency, trust, and empowerment.
- Health & Wellness Benefits: Comprehensive coverage available after the probationary period.
- Meaningful Work: Help redefine the mobile auto detailing industry while improving real-world service outcomes for businesses and professionals alike.
Job Type: Full-time
Pay: $50,000.00-$70,000.00 per year
Benefits:
- Casual dress
- Company events
- Dental care
- Disability insurance
- Extended health care
- Life insurance
- On-site parking
- Stock options
- Vision care
Schedule:
- Day shift
Education:
- Bachelor's Degree (preferred)
Experience:
- Customer Service Management: 10 years (required)
Language:
- English (required)
Work Location: In person
Application deadline: 2025-07-11
Customer Service Manager (CSM)
Top Benefits
About the role
About Us: Panda Hub is a leading car detailing technology company based in Toronto, Canada. Driven by a passionate team of automotive enthusiasts, we’re dedicated to delivering an innovative platform that empowers both clients and detailers with seamless, on-demand service. We’re on the lookout for a skilled and customer-obsessed Customer Service Manager to help us raise the bar in client experience. Join us in our mission to provide exceptional service and redefine the future of mobile auto care.
Key Responsibilities:
- Lead Daily Customer Support Operations
Oversee all customer service interactions across phone, email, and chat to ensure responsive, high-quality support for both clients and detailers.
- Prevent Cancellations and Recover Lost Appointments
Actively engage with clients and detailers to resolve issues that could lead to cancellations. Implement strategies and workflows to recover at-risk or canceled appointments—this is a core responsibility of the role.
- Supervise and Develop the Support Team
Recruit, train, and manage a team of support agents. Provide coaching and feedback to ensure consistent service delivery and high performance.
- Maintain Service Excellence Standards
Monitor and enforce KPIs such as first response time, resolution time, and customer satisfaction (CSAT) to ensure a consistently excellent experience.
- Handle Escalations and Sensitive Issues
Resolve high-priority or escalated service issues with speed, empathy, and professionalism, ensuring client retention and satisfaction.
- Create and Improve SOPs
Develop and refine standard operating procedures for handling support requests, appointment modifications, service complaints, and more.
- Support B2B Clients and Detailers
Act as the main point of contact for onboarding, supporting, and retaining both commercial clients and independent service professionals.
- Analyze Trends and Customer Feedback
Identify recurring issues or service gaps through data and feedback analysis, and propose actionable solutions to improve user experience.
- Collaborate Across Teams
Work closely with operations, product, and sales teams to drive improvements that reduce friction in the customer journey and improve appointment success rates.
- Champion the Panda Hub Brand
Represent Panda Hub with professionalism, empathy, and a commitment to problem-solving in every customer interaction.
Qualifications:
- Location: Must be based in Toronto, Canada and available to work onsite at our office five days a week.
- Experience: Minimum 10 years of leadership experience in customer service, ideally within a retail, call center, or service-driven environment.
- Team Leadership: Proven ability to manage, motivate, and develop high-performing support teams.
- Communication: Exceptional written and verbal communication skills, with a strong focus on conflict resolution and client satisfaction.
- Technology Proficiency: Hands-on experience with CRM and support platforms.
- Adaptability: Comfortable working independently in a fast-paced, dynamic, and tech-forward environment.
- Language Skills: Proficiency in written and spoken English is required
- Industry Knowledge: Previous experience in the automotive sector or a marketplace/tech-enabled service platform is considered an advantage.
What We Offer:
- Competitive Compensation: A salary package that reflects your experience, skills, and the value you bring to our team.
- Growth Opportunities: Be part of a fast-growing company with room to evolve into senior leadership roles as we scale.
- Dynamic Work Environment: Join a passionate, collaborative team committed to innovation, quality, and client success.
- In-Office Culture: Work out of our Toronto office, where your ideas and contributions have a direct impact.
- Startup Agility: A chance to help shape a growing tech-enabled service platform from the inside out.
- Supportive Leadership: Work alongside a team that values transparency, trust, and empowerment.
- Health & Wellness Benefits: Comprehensive coverage available after the probationary period.
- Meaningful Work: Help redefine the mobile auto detailing industry while improving real-world service outcomes for businesses and professionals alike.
Job Type: Full-time
Pay: $50,000.00-$70,000.00 per year
Benefits:
- Casual dress
- Company events
- Dental care
- Disability insurance
- Extended health care
- Life insurance
- On-site parking
- Stock options
- Vision care
Schedule:
- Day shift
Education:
- Bachelor's Degree (preferred)
Experience:
- Customer Service Management: 10 years (required)
Language:
- English (required)
Work Location: In person
Application deadline: 2025-07-11