Hypercare Customer Experience Coordinator

Quartermaster inc. • Toronto, ON

7d • CA$75,000 - CA$80,000 • Onsite

About The Position

We’re looking for a highly organized and adaptable Hypercare CX Coordinator to join our team. In this role, you’ll help keep the Quartermaster experience running smoothly by delivering exceptional support to both homeowners and Pros throughout active projects and customer interactions. From managing project workflows to resolving support requests in real time, you’ll play a key role in ensuring projects continue moving forward efficiently and customers feel supported every step of the way. You’ll oversee multiple projects simultaneously, surface customer pain points, and help identify opportunities to improve workflows and automate manual processes. You’ll also champion the voice of the customer internally, contributing to a stronger, more responsive product and experience. You’ll be part of a fast-paced, growing team that values ownership, adaptability, attention to detail, and a willingness to improve how things work. This is a great opportunity for someone early in their customer experience, support, or operations career who wants to grow quickly and make a meaningful impact. Because many active customer interactions occur outside traditional business hours, we are primarily looking for team members who are open to schedules that include early mornings (starting as early as 7:00 a.m.), evenings (ending as late as 9:00 p.m.), and weekend shifts (typically between 9:00 a.m. and 5:00 p.m.). This role is designed around consistent non-traditional working hours, rather than occasional after-hours availability. To support both our customers and our team, all employees receive two consecutive days off each week, including one weekend day. This means your regular days off may be Friday and Saturday or Sunday and Monday, providing a predictable time to rest and recharge. Schedules are consistent and designed to balance customer coverage with employee well-being.

Requirements

• A strong customer-first mindset with genuine enthusiasm for helping people and delivering exceptional experiences.
• Excellent written communication skills with a warm, clear, and professional tone.
• Strong judgment, attention to detail, and the ability to manage multiple conversations and tasks in a fast-paced environment.
• A proactive, adaptable, and growth-oriented mindset, with comfort navigating evolving processes and identifying opportunities for improvement.
• Ownership, accountability, and the ability to work independently while collaborating positively with cross-functional teams.
• 1+ years of experience in customer support, marketplace environments, or related roles, with a demonstrated ability to learn quickly and execute accurately.

Nice To Haves

• You’re mission-driven and looking to solve the mission’s hardest problems.
• You’re at a point in your life and your career where you want to tackle a uniquely demanding job to produce meaningful impact.
• You’re keen to work in-person with a team.
• You show up like an owner.
• You want to value the equity and solve for others.

Responsibilities

• Provide fast, real-time support to homeowners and Pros during active marketplace interactions, ensuring projects continue moving forward smoothly and efficiently.
• Deliver a warm, thoughtful, and highly responsive customer experience that consistently exceeds expectations.
• Manage projects from intake through completion, ensuring accurate categorization, complete documentation, and effective Pro matching.
• Maintain rapid response times across inbound communications while exercising strong judgment, empathy, and professionalism.
• Recognize, troubleshoot, and escalate issues quickly to prevent stalled or disconnected projects.
• Maintain high standards in customer interactions and ensure a seamless experience during complex or fast-moving situations.
• Identify recurring customer pain points, friction areas, and process gaps, escalating insights and improvement opportunities to the appropriate teams.
• Support the evolution of Hypercare processes and playbooks by documenting trends, edge cases, and frontline learnings.
• Collaborate closely with internal teams to ensure a responsive, consistent, and high-quality customer experience.
• Partner with Marketplace Operations, Community Engagement, and Pro teams to keep projects moving efficiently.
• Share customer insights, behavioural trends, and recurring friction points to help improve workflows and processes.
• Contribute positively to team dynamics through clear communication, adaptability, and a solutions-oriented mindset.

Benefits

• 30 days of PTO annually, which can be used for vacation, personal days, or illness.
• Five of these days are designated as company-wide closures around the start and end of the year.
• Health, dental and wellness coverage.
• Tech allowance benefit.
• Pregnancy and parental leave policies.
• Higher-than-usual employee ownership in the company.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed