Customer Experience Specialist

at  Canada Pooch

Job Title: Customer Experience Specialist
Location: Remote (Head Office based in Toronto, ON)
Position Full-time, Permanent
Experience: 1+ years

WHO WE ARE

Based in Toronto, Canada Pooch is one of the fastest growing pet companies in North America and ranked one of Canada’s top growing companies in 2021 and 2022. We design premium pet apparel and accessories that focus on style and quality. We believe that pet products should be held to the same standard as “human” products because pets are our family. Come see what it’s like to work at an innovative, pet-obsessed company!

We’re looking for a talented and experienced Customer Experience Specialist to join the team at Canada Pooch. This is a permanent, full-time remote position (40 hours/week) within the operating hours of Monday - Sunday, 8am-9pm EST.
In this role, you’ll be communicating directly with our customers, turning them into advocates of our brand. Our customers are incredibly important to us, and we’re seeking a hard-working, enthusiastic, and solutions-oriented individual who is ready to work in a fun and fast-paced environment. You’ll be responsible for prompt responses to customer inquiries while working cross-functionally to provide an unparalleled customer experience.
If this sounds like you, and you enjoy working on a fun team, please reach out!

What You Will Do

• Act as the first point of contact with our customers; solving their problems and answering their questions in a timely, professional, and friendly manner.
• Create, edit, or modify online orders and create shipping labels on behalf of our customers.
• Escalate bugs or website issues, as well as complaints or cases as needed internally.
• Learn and maintain a high level of expertise related to Canada Pooch’s products and pass this knowledge along to our customers to help assist in problem resolution.
• Act as the customer’s champion by sharing feedback, requests, and trends internally to help continuously improve their experience.
• Handle any other tasks that come your way in helping us successfully provide best-in-class customer support.
• Monitor social media channels for customer comments and direct messages, responding promptly and professionally.
• Track social media metrics and report on engagement, customer sentiment, and emerging trends.
• Collaborate with the marketing team to develop and implement community engagement strategies.
• Foster a positive online community environment by moderating discussions and addressing customer concerns.