Retail store supervisor

Floor Supervisor Team Leader (Customer Care)

Title posted on  – Floor Supervisor Team Leader (Customer Care)

Posted on December 23, 2025 by Employer details Article

• Location:
  
  Vancouver, BC
• Work location:
  
  On site
• Salary: $73,000 per year
• Terms of employment:
  Full time
• Start date:
  
  As soon as possible
• Vacancies: 1
• Source:  #aff4

Since 2013, we have been redefining the furniture industry one sofa at a time. We specialise in solving challenging, meaningful problems. We are looking for a Floor Supervisor Team Leader to lead and develop a team of Floor Supervisors to deliver exceptional customer experiences and drive continuous improvement.

• Lead a team of 6 Floor Supervisors and 1 Product Specialist, managing customer inquiries, escalations, and product support across multiple service channels.
• Lead and execute team strategy aligned with Customer Care goals, including team structure, performance management, engagement, and morale.
• Oversee daily operations for a team of up to 12+ Floor Supervisors, providing coaching, mentoring, scheduling support, and service level management across phone, chat, and email.
• Act as a key advisor to the Customer Care Assistant Manager on Floor Supervisor performance, development, and operational needs.
• Manage real‑time operations by prioritising work, monitoring service levels, and supporting escalations to ensure high customer satisfaction.
• Lead effective team meetings that drive engagement, accountability, and continuous improvement.
• Partner cross‑functionally (Logistics, Operations, QA, Retail) to identify and implement process improvements that enhance the customer experience.
• Ensure Customer Care SOPs are followed; support the development and rollout of new standards and best practices.
• Monitor quality and performance metrics, conduct CSAT reviews, and provide insights through regular reporting and leadership calibration sessions.
• Support recruiting, onboarding, training and ongoing development of Customer Care associates.

For the right employee not located in the Lower Mainland, BC, we are open to this role being fully remote. If you are in the Lower Mainland, you are required to be in HQ three days per week.

Shift for leads: 9:00 am – 5:00 pm PST / 12:00 pm – 8:00 pm EST. Weekend coverage will be on a rotation basis (typically once a month perörer).

As an Article employee, you will have a high level of autonomy to solve challenging, meaningful problems the best way you can. You’ll be trusted to explore solutions you believe will work best and will grow your skills within a company redefining the furniture industry.