Job Title: Operations & Customer Service Manager

Company: WakeWater Beverage Co. (Hydration CPG Startup)

Location: In Office (206 - 116 Geary Ave, Toronto ON M6H 4H1

Type: Full-time

Website:

About WakeWater:

WakeWater is a fast-growing consumer packaged goods (CPG) startup on a mission to energize and uplift our community through clean, functional beverages. We operate primarily in the running and group fitness communities. We have been growing exponentially since inception, and we're looking for a driven and organized team member to help scale our operations and deliver best-in-class customer experiences.

Role Overview:

As the Operations & Customer Service Manager, you'll be responsible for ensuring smooth day-to-day operations across the supply chain while also managing customer support to maintain high satisfaction and loyalty. You'll work closely with the founding team members and cross-functional teams to optimize fulfillment, manage inventory, and solve customer issues quickly and effectively.

Key Responsibilities:

Oversee daily operations, including order fulfillment, logistics, and inventory management across multiple warehouses & sales channels

Coordinate with co-packers, 3PLs, and shipping partners to ensure timely delivery

Develop and improve processes to enhance operational efficiency and service quality

Respond to customer inquiries, resolve issues, and track trends in customer feedback

Monitor KPIs related to shipping, returns, inventory, and customer satisfaction

Collaborate with marketing and sales teams to support new product launches and promotions

Build and manage systems for scaling customer support as we grow

Categorize and process payments to suppliers

Assist in monthly financial reconciliation and reporting

What We're Looking For:

2+ years of experience in operations, logistics, or customer service (CPG or eCommerce preferred)

Highly organized and detail-oriented with strong problem-solving skills

Excellent communication and interpersonal abilities to be able to navigate the varied work in a startup.

Tech-savvy with experience using tools like Shopify, ShipHero, QBO, Amazon Seller, WMS, ERPs

Passion for group fitness, running, & holistic health is an asset

Why Join Us?

Be part of an exponential-growth, mission-driven brand. Our core values that we embody are Healthy Living, Positivity, Balance, & Community

Opportunity to shape the future of operations in a scaling startup

Collaborative and supportive in-office team environment

Room for significant growth and leadership, working directly with VP of Operations who has experience developing multiple teams (30+ hires)

Fantastic benefits package with dental, vision, drug & $1,500 health care spending account