ABOUT US:

Friendlier is the leading clean-tech in Canada dedicated to simplifying the switch from single-use to reusable packaging. With our innovative turnkey reusable packaging solution, we aim to revolutionize the way businesses approach packaging, by making sustainability easy and accessible. Our mission is to drive positive environmental impact while offering convenience and cost savings to our clients.

We are searching for a new graduate to join our growing customer success team as the first Customer Success Specialist at Friendlier. Bilingual in French and English and based out of either Ottawa will play a key role for our customers and for Friendlier! The role will consist of managing our customer support function (incoming inquiries from clients), guiding clients through their initial onboarding with Friendlier to long term success, supporting onsite client activations and supporting on other cross-functional projects for the business. This role will report to the Director, Customer Success.
Key Responsibilities:

Customer Success:

• Support Customer Success by engaging with selected clients through their onboarding with Friendlier and partnering with them on an ongoing basis to be successful with the Friendlier program
• Provide frontline customer support for businesses and consumers (users) of the Friendlier program through the Hubspot Service Hub Platform
• Troubleshooting inquiries in partnership with the Friendlier development team and other stakeholders
• Engage in onsite boothing for new customer launches
• Where needed travel to visit clients where required

Cross-functional Projects

• Build & maintain IT policies as Friendlier evolves
• Secure and maintain internal networks
• Identify trends in incoming customer queries to improve the customer experience and drive efficiency through support automations (snippets, help center articles, process documentation) and root causes analyses
• Putting together recurring reports for customers and partners and working to put in place automations for these reports to reduce manual workload
• Translating customer requests on occasion to our internal partners like sales and operations
• Other Customer Success projects that come up as Friendlier evolves!