Customer Experience Specialist, Ownr

RBC•Toronto, ON

5d•Onsite

About The Position

Ownr, an RBCx Ventures company, is hiring a Customer Experience Specialist. Ownr is the leading platform for entrepreneurship in Canada. In this role, you will help thousands of entrepreneurs as they build and grow their business using the legal tools, perks, and other valuable resources provided by Ownr. You will encourage users to maximize the value of their Ownr subscription and answer their questions and concerns along the way. Through providing a fantastic customer experience and using your ability to make complex concepts simple and understandable, you will promote retention, increase customer satisfaction, and safeguard the reputation of Ownr in the marketplace. Guided by your passion for entrepreneurship, you will take the lead in gathering user feedback and ensure that the voice of the customer is heard throughout the organization. You will collaborate with the product, design, marketing and leadership teams to place the customer at the heart of Ownr’s future.

Requirements

Customer service experience in a startup environment and/or fast-paced growing organization
Willingness to learn about legal concepts and other issues affecting business owners in Canada
Excellent written communication skills and the ability to respond quickly to customer concerns
Proactive attitude, and ability to identify and tackle new opportunities
Interest in technology and building innovative online solutions

Nice To Haves

Experience using Intercom, or similar customer-engagement software
Background as a business operator and/or firsthand exposure to entrepreneurship
English/French bilingualism

Responsibilities

Provide a strong customer experience by identifying customer needs, providing relevant product information, and trouble-shooting any issues, while maintaining a positive, customer-centric attitude
Escalate issues to relevant teams for investigation, and follow-up both internally and with the customer to ensure resolution
Promote the value of the Ownr product, ensure customers obtain maximum utility from their subscription, and seek opportunities for upsells
Build and maintain product expertise, as well as in-depth knowledge of internal and external business processes which affect the customer journey
Develop and share best practices within the CE Team to continually improve the quality, effectiveness, and efficiency of our processes and initiatives
Be the voice of the customer internally, and partner closely with cross-functional team members to translate business needs and product requirements into new solutions for customers

Benefits

bonuses
flexible benefits
competitive compensation
commissions
stock where applicable
Leaders who support your development through coaching and managing opportunities
Ability to make a difference and lasting impact
Work in a dynamic, collaborative, progressive, and high-performing team
A world-class training program in financial services
Flexible work/life balance options
Opportunities to do challenging work