E-commerce Customer Experience Representative

Who is Manmade?

We’re a Montreal-based online retailer of premium quality essentials, known particularly so far for our men’s boxer briefs. We have been rapidly growing since launching in 2021, and the brand is truly at a turning point to becoming a household name in Canada, and already growing rapidly in parallel in the US market.

Who is Manmade looking for?

We’re looking for a highly motivated and experienced E-commerce Customer Service Representative to join our growing team. The ideal candidate is passionate about delivering an exceptional online customer experience and is comfortable supporting customers across digital channels including email, live chat, SMS, social media, and phone.

This role requires someone who can confidently handle a high volume of inquiries related to orders, shipping, returns, and product questions while maintaining a strong brand voice. Fluency in English is required, and French is a strong asset.

Is this for you?

We are growing so rapidly so things are changing so quickly and an in-house presence is required.

What else are we offering?

Aside from a competitive compensation package, the opportunity in itself is what you make of it. With the company growing 250%+ year over year for the past 3 years, and with expected growth to continue at a high pace for the next 2-3 years, there will be many different ways to grow within the company as it enters new markets, channels, and so on.

We offer extended health and dental benefits, 100% fully paid by the employer. We offer catered lunches every day and all the snacks, drinks, coffee, and fruit you could want.

Responsibilities

• Deliver exceptional customer support across email, live chat, SMS, phone calls, and social media
• Assist customers with order-related inquiries including tracking, shipping, returns, exchanges, and product questions
• Resolve customer issues efficiently while maintaining a positive, on-brand tone
• Accurately log interactions and update customer profiles using internal tools and CRM systems
• Act as a bridge between customers and internal teams (operations, logistics, product) to ensure smooth resolutions
• Proactively follow up on open cases to ensure customer satisfaction and retention
• Identify trends in customer feedback and flag recurring issues or opportunities for improvement
• Escalate complex or sensitive issues to the appropriate team when needed

Qualifications

• 1+ years of customer service experience, preferably in e-commerce.
• Strong written and verbal communication skills in English (French is a strong asset)
• Experience handling digital support channels such as email, chat, and social media
• Strong problem-solving skills with a customer-first mindset
• Ability to multitask and stay organized in a fast-paced, high-volume environment
• Comfortable using customer support tools, CRMs, and e-commerce platforms (e.g., Shopify, Gorgias or Zendesk is a plus)
• Strong attention to detail and ability to manage order-related issues accurately
• Flexible availability including weekends and holidays

We aim to keep your schedule as consistent as possible, with a 4-days-on, 3-days-off rotation that includes weekends. Please note that during peak seasons, some flexibility may be required and schedules can vary accordingly.