Seasonal Customer Experience Coordinator

Artifact Uprising • Quinte West, ON

5d • Remote

About The Position

This is a seasonal position from October 19th to January 9th, requiring a commitment to the full duration. The role involves supporting customers through email and live chat during a busy period, answering questions, resolving issues, and assisting with project creation. Beyond direct customer support, the position offers hands-on experience in e-commerce operations, cross-functional Customer Experience initiatives, and understanding how a high-performing team delivers exceptional customer experiences at scale. Team members are expected to work a consistent 38-40 hour workweek, which may include nights, weekends, and holidays, with assigned hours that are not flexible. Remote team members need a dedicated workspace, their own computer meeting technical requirements, and reliable high-speed internet.

Requirements

• Bachelor's degree or equivalent experience preferred.
• 1+ years of customer support experience in an ecommerce environment, with experience supporting customers through email and live chat.
• Consistently present, punctual, and prepared to work assigned shifts throughout the full seasonal contract.
• Comfortable making thoughtful decisions when a situation doesn't fit neatly into a policy.
• Comfortable learning and working across multiple technology platforms and able to learn and pivot quickly.
• Able to prioritize competing priorities, resolve issues efficiently, and remain calm under pressure.
• Comfortable taking ownership of complex customer requests and escalations, knowing when to make a decision and when to involve leadership.
• Willing to support projects and responsibilities outside of direct email and chat support when business needs and capacity allow.
• Able to work from a dedicated workspace and give your full attention to customers and teammates throughout every scheduled shift.
• A clear, thoughtful communicator with excellent written and verbal communication skills.
• Balances empathy with sound judgment to deliver exceptional customer experiences while supporting business needs.
• Maintains a high level of accuracy and follow-through, even while managing multiple priorities.
• Excited to support customers during our busiest season and committed to delivering an exceptional experience when it matters most.

Nice To Haves

• Experience using Zendesk or a similar customer support platform (Zendesk experience strongly preferred).
• Experience working alongside AI-powered customer support tools or AI agents.
• Experience in the ecommerce industry.
• An existing appreciation for the Artifact Uprising brand.

Responsibilities

• Manage a daily combination of email and live chat conversations with customers.
• Help customers with website navigation, product questions, ordering and payment issues, package tracking, and more.
• Take ownership of complex or escalated customer situations and work toward thoughtful, timely resolutions.
• Provide phone support when a situation requires additional care or a more personal approach.
• Contact shipping carriers to assist with address changes and other delivery-related requests when needed.
• Support additional Customer Experience projects and initiatives as business needs and capacity allow.
• Consistently provide timely, accurate, and empathetic responses to customers.
• Identify opportunities to improve the customer experience and share feedback with the team.
• Maintain reliable attendance and arrive ready to work for every scheduled shift.
• Be available to work assigned weekend, evening, and holiday hours as needed.
• Remain committed and available for the full duration of the seasonal contract.

Benefits

• Paid training before the holiday season begins.
• Employee discount on Artifact Uprising products throughout your seasonal employment.
• Site credit to use toward Artifact Uprising product.
• Seasonal team swag.
• Opportunity to gain hands-on experience with modern customer experience systems, AI-powered support tools, and ecommerce operations.
• Join a collaborative, supportive team that values ownership, teamwork, and delivering exceptional customer experiences.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree