Consumer Care Coordinator

Spin Master•Toronto, ON

5d•CA$47,000 - CA$52,000•Hybrid

About The Position

Working alongside a dynamic team of Consumer Care Specialists, you will support our global consumer journey by managing essential operational, reporting, and administrative tasks. Reporting directly to the Senior Manager of Global Consumer Care, you will coordinate key performance metrics and assist with process improvement projects to elevate the overall consumer experience.

Requirements

Previous experience in a customer service, consumer care, or operations environment.
Demonstrated experience managing professional social media platforms or digital customer support channels.
Strong analytical abilities with experience tracking performance metrics and building operational reports.
Proven coordination and task-management skills with the ability to manage multiple deliverables simultaneously.
De-escalation and professional problem-solving abilities to support consumer resolution workflows.
Flexibility to work rotational shifts, including weekdays and during statutory holidays (such as December).

Responsibilities

Coordinate reporting and track Consumer Care metrics and Service Level Agreements (SLAs) in collaboration with third-party call center partners.
Fulfill critical administrative tasks including completing daily shift reports, attendance logs, and agent coaching forms.
Update consumer-facing and internal support content, including FAQs, instructional materials, how-to videos, and training decks within the CRM Knowledge Base.
Manage CRM product and category disposition data to ensure accurate case tagging and analytics.
Facilitate seamless communication flows by distributing updates and program briefs to internal teams and external vendor partners.
Assist with ad-hoc analytical reporting and operational support to drive continuous improvements in consumer satisfaction.