About The Position
Vention is looking for an enthusiastic and dedicated Customer Experience Specialist to join the Customer Success team in Montreal. In this role, you will provide first-class customer support to ensure peak customer satisfaction. You will track all points of customer engagement, address customer queries, and identify ways to improve our customer services. We are looking for a technical thinker whose expertise results in excellent customer relationship management and a positive brand image.
Requirements
- Availability for the specified evening shift (4 PM eastern –12 AM) and the subsequent remote on-call window (12 AM–3 AM).
- Curiosity and independence to effectively structure and lead troubleshooting investigations.
- Clear and effective communication skills.
- A deep commitment to customer outcomes, doing what it takes to ensure a positive experience.
- Resilience, diplomacy, and calmness under pressure.
- Fluency in both English and French (written and spoken).
- Comfort working in a fast-paced, rapidly evolving environment.
Responsibilities
- Become an expert on Vention’s platform and help our customers navigate the ecosystem.
- Support our customers along the entire sales cycle and streamline their customer experience.
- Manage live-chat and phone calls, ensuring proper routing across the organization.
- Process order changes and return authorizations, track shipments, and proactively solve problems.
- Engage with customers via surveys, proactive calls, and other touchpoints.
- Partake in weekly case meetings, helping identify opportunities to continuously improve customer service.
Benefits
- On-call duties include additional compensation and guaranteed rest-period time relief following any night calls.
- Career pathing: Real opportunities to grow through personalized development plans, bi-annual employee reviews, and mentorship program
- Professional development: Continuous training in performance management, inclusive leadership, leadership operating model, team building, and giving/receiving feedback
- Gender diversity & inclusion: Pay equity reviews, inclusive policies, and a Women’s Employee Resource Group offering networking, mentorship, and quarterly learning sessions.
- Hybrid work: Enjoy flexibility with our hybrid model, allowing you to work from home on select days.
- Community engagement: Two paid volunteering days per year to give back to causes you care about.
- Central location: Regular team gatherings and a collaborative office space in the heart of Montreal, surrounded by cafés and restaurants.
- Team events: All year round employee events including annual kick-off, employee summit, quarterly happy hours, and department events.
- Comprehensive benefits: A complete group benefits plan for you and your family that start day one.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
