Customer Service Representative supporting Canadians with AlgaeCal products, orders, and bone - health questions. Providing phone and email care while helping customers understand DEXA scan results.
About the role
- Customer Experience Lead owning B2C and B2B support for Fittes, a Toronto product design company. Automating CX workflows, resolving escalations, and advocating for customer-led product improvements.
Responsibilities
- Own Fittes' customer experience end-to-end across B2C and B2B channels
- Serve as the first escalation point for product feedback, marketing signals, shipping exceptions, and order problems
- Operate daily in Gorgias and deliver SOPs, dashboards, and workflows
- Determine which CX processes should be automated and which should remain human
- Convert customer feedback into actionable data and build tracking dashboards
- Write SOPs for order management, returns, and drop-shipping
- Run daily CX operations and meet response and resolution SLAs
- Triage the first hour of daily volume across email, SMS, chat, and phone
- Communicate proactively with customers about backorders and fulfillment issues
- Partner with warehouses and operations to close fulfillment gaps
- Support Amazon CX escalations
- Represent the Voice of the Customer in product, packaging, and marketing decisions
- Build coaching and quality-assurance processes for the growing CX team
Requirements
- 3–5 years in customer-facing roles
- Experience redesigning and improving customer-support systems and processes
- Ability to simplify messy processes independently
- Comfortable with strategic CX input while personally executing operational work
- Advanced Gorgias
- Intermediate Shopify
- Introductory SAP
- Introductory ERP software knowledge
- Intermediate Google Suite
- Developing Salesforce knowledge
- Familiarity with Claude, ChatGPT, Gemini, and other AI tools
Benefits
- Pay-for-performance profit-sharing bonus structure
- Super-immersive learning environment and opportunity to develop your career
- Flexible and inclusive benefits including HSA
- Employee Stock Option Plan
- Hybrid work structure with 3 days in office
- Open concept, bright, dog-friendly office
- No email/Slack on phones policy
- No email/Slack outside of office hours policy
- Fully stocked kitchen with snacks and fresh fruit
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