Guest Services Supervisor (Seasonal)

ARC'TERYX • Vancouver, BC

3d • CA$71,000 - CA$80,000 • Hybrid

About The Position

As Guest Services Supervisor (Temporary Assignment), you will build a high-performing team of Guest Services Representatives. Using a solution mindset, you will coach your team to consistently exceed the needs of our guests through superior product knowledge and service. In collaboration with a team of Supervisors, you will play a key role in implementing new processes to pursue our service objectives supporting the broader Guest Services team. As a leader, you will remain highly flexible and adaptable, seeking the best (sometimes not the easiest) solutions, with an unwavering commitment to do what is right. This is a temporary assignment, beginning between September and October 2026, until offboarding between January and March 2027. This role is based out of the Arc’teryx Guest Services location, 565 Great Northern Way, and may be open to hybrid work depending on business needs and per department policy. The Arc’teryx Guest Services and After-Sales team offers a service that is authentic, professional and knowledgeable, striving for a human interaction above all else. By doing so, we inspire guest loyalty and support the growth of our brand in our epicenter cities and around the world.

Requirements

• 2+ years experience leading a team of 8-15 individuals or have an equivalent level of education or experience in leadership or coaching
• 3+ years’ experience in a Contact Centre Service environment
• Experience driving employee engagement and recognition programs
• Able to read, write, fluently speak and understand both the French and English language
• Excellent communication skills and the ability to coach in both French and English
• Post-secondary education in a related field or a combination of related experience
• Excel at giving and receiving feedback and are comfortable having coaching conversations at all levels of the organization
• Set the standard of performance through your personal example
• Remain highly flexible and adaptable
• Set a clear vision, align your team around common objectives, and foster commitment to these objectives
• Proactive in identifying the root cause of issues and developing solutions
• Inspire breakthrough thinking and continuous improvement
• Experienced in and able to navigate difficult conversations
• Highly effective verbal and written communication skills
• Strong interpersonal communication skills
• Effective problem-solver
• Excellent attention to detail
• Effectively balance autonomy and collaboration
• Proficient in the use of Microsoft Office, particularly Microsoft Excel, and ideally have knowledge of Salesforce, Calabrio or similar systems
• Knowledge of Arc’teryx products and/or other outdoor related products
• Passion for your work is paralleled by your passion for getting outside and living it

Responsibilities

• Leading and coaching a team of Representatives towards high performance through individual strengths lens and helping them set annual objectives
• Connecting with each team member weekly in individual check ins
• Supervising and coordinating the day-to-day operations of your Guest Services team, ensuring all team members are set up for success to hit our service level goals
• Collaborating with other supervisors and the Manager’s, Guest Services to ensure consistency between teams
• Assisting with questions from representatives and supporting in the resolution of escalated issues if needed
• Troubleshooting system errors that may arise in conjunction with our technology teams
• Cultivating a culture of high performance, managing and improving your team’s performance of core department metrics KPIs
• Generating reports and auditing service levels
• Writing and conducting formal annual performance appraisals for your team
• Participating in various personnel actions, including performance improvement plans, corrective actions, promotions, and terminations
• Collaborating with the Guest Services Scheduling team to build daily schedules that accommodate for anticipated contact volume and workload/forecast shifts
• Coaching your team to deliver high-quality, guest-centric interactions that align with brand tone and our Quality Assurance standards.
• Encouraging comfort and confidence with engagement in order processes and supporting team members through coaching or shadowing
• Guiding and leading your team through departmental improvements and evolution
• Creating and developing French language resources to support team operations, training, and communications
• Stretching your support in collaboration with leadership and cross functional partners by taking on additional tasks such as leading meetings, assisting with training and building communication
• Providing valuable insights on various projects through meetings, user acceptance testing and change management
• Contributing to the development of new measurements to improve service levels and document standard operating procedures
• Supporting the growth of the team with interviewing, hiring and onboarding new representatives
• Facilitating French language interviews to assess candidate qualifications and language proficiency
• Planning and designing employee engagement initiatives, including monthly incentives and recognition programs.

Benefits

• Extended health, dental, and vision coverage, including mental health support, fertility benefits, gender-affirming care and a 24/7 Employee Assistance Program (EAP).
• RRSP matching and eligibility for Arc'teryx Annual Incentive Plan and access to Employee Stock Purchase program (ESPP) where applicable.
• Paid time off, wellness time, and No Wasted Day program (dedicated paid days to get outside & explore).
• Parental leave top-up and a nesting period for new parents.
• Professional development opportunities, Arc'teryx Academies (outdoor skill-building events), Employee Belonging Councils, and access to employee discounts and Pro Deals (exclusive discounted pricing on gear).

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree