Customer Experience Lead

Fittes•Toronto, ON

4d•CA$60,000 - CA$70,000•Hybrid

About The Position

This role is responsible for owning Fittes' customer experience end-to-end, acting as the central point for all customer interactions including product feedback, marketing signals, shipping exceptions, and order issues. The Customer Experience Lead will be the primary escalation point for both B2C and B2B channels, proactively resolving issues across departments. The position offers strategic authority over CX goals, with an emphasis on execution and automation. The lead will also serve as the Voice of the Customer, advocating for changes in packaging, product details, and fulfillment processes based on data and evidence. This is a position within a small, high-performing team where individual impact is significant, and feedback is frequent and direct. The role offers opportunities for mentorship, ownership, and building a lasting contribution.

Requirements

3–5 years in customer-facing roles with a desire to redesign systems, not just handle tickets.
Ability to simplify messy processes without being asked.
Ability to take feedback as information and give feedback constructively.
Willingness to have strategic input into CX operations while also handling execution.
Comfort with being wrong sometimes, correcting course publicly, and moving on.
Advanced proficiency in Gorgias.
Intermediate proficiency in Shopify.
Introductory proficiency in SAP.
Introductory proficiency in ERP Software (general).
Intermediate proficiency in Google Suite.
Developing proficiency in Salesforce.
Familiarity with AI tools like Claude, ChatGPT, Gemini.

Responsibilities

Own Fittes' customer experience end-to-end, serving as the single point of convergence for all customer touchpoints.
Act as the first point of escalation across B2C and B2B channels, chasing answers across departments.
Have strategic authority over CX goals, driving execution depth and automation.
Design and implement SOPs, dashboards, and workflows for customer service operations.
Automate processes to free up time for high-touch customer interactions that build advocacy.
Serve as the Voice of the Customer, advocating for changes in packaging, product details, and fulfillment based on data.
Turn scattered customer feedback into actionable data for leadership.
Build dashboards to track customer feedback and related metrics.
Write SOPs for order management, returns, and drop-shipping.
Manage day-to-day CX operations in Gorgias, meeting response and resolution SLAs.
Triage the first hour of daily customer volume across email, SMS, chat, and phone.
Proactively communicate with customers about issues like backorders or fulfillment misses.
Partner with warehouses and operations to resolve fulfillment gaps.
Support Amazon CX escalations.
Represent the Voice of the Customer in product, packaging, and marketing decisions.
Begin building coaching and QA processes for the CX team as it grows.