At SecondShop, we’re a team of Canadians who believe in doing better—for our country, your wallets, and our planet.
We started with a simple idea: why should perfectly good products go to waste or sit unsold when people like you are out there looking for smart ways to save? We have made it our mission to source the highest quality open-box, overstocked, and scratch-and-dent products from the top brands - offering them to Canadians at up to 50% off. But we are not just about savings—we’re about changing how people shop. Say goodbye to paying full price and hello to smarter spending.

WHO WE ARE LOOKING FOR:

• 3+ years in customer support, customer experience or a similar role, preferably in an e-commerce environment. Hands-on experience with appliances or electronics in a retail environment is highly desirable.
• Strong communication and interpersonal skills.
• Problem-solving mindset with a proactive approach to customer satisfaction.
• Demonstrated expertise in designing and implementing effective customer support practices and processes.
• Empathetic and passionate about delivering outstanding experiences that build customer loyalty.
• Comfortable working cross-functionally with operations, logistics, and other teams to drive results.

ROLE OVERVIEW:

SecondShop is seeking a Customer Support Representative to deliver exceptional service and ensure smooth and efficient customer support operations. In this role, you will play an important part in ensuring a seamless customer journey by resolving inquiries, helping to facilitate timely and efficient order delivery, and executing post-purchase follow-up processes that drive satisfaction and loyalty.
This position is located in Burlington, Ontario. Candidates must be located in Burlington (or surrounding areas) or must be willing to commute.

WHAT YOU’LL BE DOING:

• Implement best practices, workflows, and tools to create a streamlined, efficient, and empathetic customer support process.
• Respond to customer inquiries across all channels (email, chat, phone, social media) with professionalism, empathy, and problem-solving skills.
• Investigate and resolve order-related issues, including damaged or missing products, refunds, and exchanges.
• Maintain accurate records of customer interactions and resolutions to identify trends and areas for improvement.
• Work closely with the Operations team to ensure orders are delivered on time and match the condition described on the website.
• Communicate proactively with customers about any potential delays or issues and manage expectations effectively.
• Follow up with customers after they receive their products to ensure satisfaction.
• Collect and analyze customer feedback to identify opportunities to improve the E-commerce shopping experience.
• Act as a bridge between customers and internal teams to share insights and drive product or service enhancements.
• Coordinate and manage warranty claims by guiding customers through the process, liaising with manufacturers or vendors, and ensuring timely resolutions.
• Oversee post-sales service support, including scheduling repairs or service calls, monitoring service partner performance, and following up with customers to confirm successful outcomes.