Customer Experience Specialist

As a Customer Experience Specialist at Vention

You will provide first class customer support. Your primary mission is to ensure customer satisfaction. You will track all points of customer engagement address customer queries and identify ways to improve our customer services. We are looking for a technical thinker whose expertise results in excellent customer relationship management and a positive brand image. 

What Youll Do

• Become an expert on Ventions platform and help our customers navigate the ecosystem
• Support our customers along the entire sales cycle and streamline their customer experience
• Support live-chat and phone calls and ensure proper routing in the organization 
• Process order changes return authorizations track shipment and solve problems
• Engage with customers proactively via other means (surveys calls etc.)
• Partake in weekly case meetings helping identify opportunities to improve customer service and customer experience

Qualifications :

What You Bring to the Table

Were looking for skills intellect and experiences that will help you succeed in this role but we also know that various profiles (not only the one described below) could be successful. If youre excited about what you read and think youd be a great fit we encourage you to apply even if you dont meet every single qualification.

Youll bring:

• You are curious and can independently structure an investigation
• You communicate clearly and effectively
• You care deeply about customer outcomes and will do whatever it takes to ensure a positive experience
• You are resilient diplomatic and calm under pressure
• You speak English and French fluently
• You are comfortable working in a fast-paced environment

Additional Information :

What We Offer

• Career pathing: Real opportunities to grow through personalized development plans bi-annual employee reviews and mentorship program 
• Professional development: Continuous training in performance management inclusive leadership leadership operating model team building and giving/receiving feedback
• Gender diversity & inclusion: Pay equity reviews inclusive policies and a Womens Employee Resource Group offering networking mentorship and quarterly learning sessions.
• Hybrid work: Enjoy flexibility with our hybrid model allowing you to work from home on select days.
• Community engagement: Two paid volunteering days per year to give back to causes you care about.
• Central location: Regular team gatherings and a collaborative office space in the heart of Montreal surrounded by cafés and restaurants.
• Team events: All year round employee events including annual kick-off employee summit quarterly happy hours and department events.
• Comprehensive benefits: A complete group benefits plan for you and your family that start day one.
• Top-up and benefits for new parents: Additional financial support and resources to support employees during their transition to parenthood.

What to Expect in Your Interview

• Initial Call
• Meet the Team
• Case or take-home assignment
• Onsite meeting and take-home review
• Decision & Offer

Were committed to making every step of the process inclusive and accessible. If you require accommodations at any stage please let us know well ensure you have what you need to succeed.

Professional Growth & Development

Vention believes strongly in promotion from within. For this reason we structured a comprehensive professional development program that elevate high-performing individuals who deeply understand the inner workings of Vention. This program encompasses:

• In-house coaching program with former industry executives working with small cohort of emerging leaders
• Quarterly management training on topics ranging from Giving & Receiving Feedback to Building high-performing teams to Developing your own Leadership model
• Quarterly World-Class Speaker Series featuring industry leaders sharing their perspective and lessons learned as they build their function and business
• Dedicated professional development channels sponsored by the Executive team to foster continuous professional learning
• Book allocation program to further your knowledge in your domain of expertise or any business leadership topics

Diversity Inclusion & Belonging at Vention

When you join Vention you join a team of professionals with diverse experiences backgrounds and perspectives. Together were building a workplace where everyone belongs feels valued and can achieve extraordinary results.

We celebrate differences in ideas in experiences and in people. Our initiatives in gender equity career growth and leadership development are designed to create real opportunities for everyone to thrive.

Ventions culture

Vention is an uplifting environment for high achievers. Thinking that Ventions culture would keep you energized See our full culture guide here.

Remote Work :

No

Employment Type :

Full-time