Senior Customer Experience Associate
Milk Moovement
- Toronto, Ontario, Canada
- Toronto, Ontario, Canada
About
Our growing herd of employees is driven to provide our clients with the data they need to make critical decisions that impact their operations and ultimately your favourite dairy products
Who is Milk Moovement you might ask? We are a young VC-backed company with humble roots and massive ambitions to disrupt the dairy supply chain. We think differently, act nimbly, and always leave things better than we found them
We're expanding our team to further our mission. Find us out on Twitter, Instagram, LinkedIn (@milkmoovement), and our home page to learn more or hit "apply" below
THE ROLE We're seeking a client-focused and detail-oriented individual to take on the role of Senior Customer Experience Associate at Milk Moovement. Reporting to the VP, Customer Experience, the ideal candidate will be instrumental in orchestrating a seamless customer journey and ensuring unparalleled satisfaction. This role will provide short-term leadership support for the CX team while getting up to speed on Milk Moovement's operations and customer base. The individual will play a key part in maintaining team performance, overseeing workflows, and supporting day-to-day operations.. This position is a 3 month contract term with the possibility of transitioning into a full-time permanent role
RESPONSIBILITIES: Lead and support the CX team's daily operations Facilitate and document weekly CX team meetings Review and verify support tickets to ensure quality and consistency Oversee scheduling and ensure coverage across time zones Cover inbox duties during team absences (sick days, PTO, etc Manage customer escalations and communicate with internal teams as neededIdentify and help drive improvements in workflows and customer communications
WHAT WE ARE LOOKING FOR Milk Moovement seeks to have a diverse, inclusive, team-oriented, and curiosity-driven herd. Our technical team lives to find unique solutions to the challenges inherent to digital supply chains, and we expect you will be excited to do so as well. You must have extensive prior customer success experience, but experience working in the dairy industry is not required We will teach you all there is to know about the industry beginning with our Dairy 101 course. It is definitely more complicated than you think and that is why we do what we do You will likely have been supporting clients in a SaaS environment for 2 years , but we are more interested in the how rather than the how long. We are looking for a driven, customer-focused individual who is passionate about helping clients succeed
The successful candidate should also have: Prior experience with Jira, Intercom, HubSpot, and Confluence Strong communication and organizational skills Demonstrated ability to handle customer escalations effectively Experience in SaaS or technology-driven customer environments is an asset Quick to learn business processes and develop deep product knowledge
Future Opportunity At the end of the contract, there's potential to transition into a Customer Success Analyst role. This position would support our Customer Success Managers and contribute to the broader success strategy as we continue to scale operations WHAT WE OFFER Remote work environment - work from home or from one of our hubs in Halifax and St. John's Tools - need the latest and great software to perform more efficiently? Ask and you shall receive Culture events - trivia, robot building, hackathons, etc. We like to keep it fresh and exciting
ABOUT OUR CULTURE We'll drop everything to ensure our customers feel supported Transparency is ingrained in everything we do Respect is paramount We win and lose as a herd - lessons learned are equally as important as the wins We're all in this together - our company wide thirst for knowledge is unquenchable Want to learn a bit more about what makes us moo-nique? Check out our About Us page for company mission, purpose, and values Did we mention we love puns?
HOW TO APPLY To apply, please submit your resume through our Careers page. Don't forget to complete our Get To Know The Candidate form; we love hearing what your favourite dairy products are
We always conduct remote interviews to ensure accessibility. This role offers flexibility based on your location and work preferences, and we'll collaborate closely with you because we recognize that each individual has unique circumstances
Don't meet every single requirement? Studies have shown that women and individuals from diverse backgrounds may hesitate to apply for positions unless they meet nearly every qualification. At Milk Moovement, we are deeply committed to enhancing our approach to creating a diverse, inclusive, and value driven workplace. If you're excited about this role but your past experiences don't align perfectly with our job description, we encourage you to apply anyway. You may well be the right candidate for this role or others
Milk Moovement is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, disability, age, or other legally protected status. Milk Moovement is committed to providing reasonable accommodations for individuals with disabilities during the application and interview process. If you require an accommodation, please notify your Recruiter.
Languages
- English
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