Customer Experience Specialist

7 months ago

Toronto, Canada Boxhub Full time

Dear potential new team member

As the Head of Customer Success at Boxhub, it is my mission to ensure that our customers leave each interaction feeling confident and assured about their relationship with us. As our business grows, our need for support continues to grow. We are looking to grow the Customer Success function at Boxhub to reflect our Customer Obsession Value, and we are looking for teammates who are passionate about problem-solving and can offer creative solutions to the problems that our customers face every day.

Boxhub is not only a tech company; we also sell Shipping containers to people who need them. Every day we deliver and navigate 8-10 thousand pounds of steel across dry land. The problems you will have the opportunity to solve, do not only require your empathy and customer service skills but are also technical and logístical in nature. Working with Boxhub will offer you new problems to solve, which in turn, offers new skills to add to your tool belt.

If you’re a curious, self-starting problem solver, we’re interested in hearing from you

Catch you on the flippity flip,

Kiah

**Our Mission**

Shipping containers transport 90-95% of the world’s goods. Without them, the global supply chain would grind to a halt. Our reliance on them is incredible — but the way they’re traded isn’t.

At Boxhub, we’re on a mission to make shipping container trade easy and efficient for everyone. We believe greater access to retired shipping containers can help people live smarter, entrepreneurs create quicker, and businesses grow faster. By extending the life of shipping containers and reducing the carbon-heavy practice of empty repositioning, our vision is to build a more sustainable world — one container at a time.

Boxhub is well funded by some of the most successful investors in the tech industry, founded by long-term shipping industry experts, and led by award-winning entrepreneurs. We recently closed a Series A and are looking for new team members who are as passionate as we are about changing the shipping industry.

**Your Mission**:

- Listening actively to customer concerns and issues to ensure accurate resolution and provide exceptional customer support.
- Collaborating closely with Sales, Supply and Logistics to ensure a smooth customer experience and delivery timeline.
- Providing feedback to all internal stakeholders to ensure the customer pain points are addressed accurately and efficiently.
- Continuously improve your knowledge and understanding of our products and services, staying up-to-date with changes to provide accurate and relevant customer support.
- Solving high-impact problems with empathetic decision-making and foresight, with cross-functional considerations.
- Prioritizing Customer resolution timelines and SLA adherence to contribute to the continued success of our team metrics, including cross selling and upselling.

**What You Bring to the Table**:

- You have a knack for de-escalating hot interactions and escalations, never losing your cool and leaving the customer in a better place by the end of the call.
- You have experience working with a Help desk (bonus points if it’s Hubspot or Zendesk) and internal communications programs such as; Slack or Teams.
- You have Experience working in a very fast-paced startup environment, where we hack everything and are always looking for creative ways to get the job done.
- Your communication style is clear, and concise, and you’re able to express good empathy and tone, across both verbal and text-based communication.
- You’re not afraid to express ideas or share feedback on inefficiencies in a way that supports business and team growth.
- You’re ready to work on a team that is only 1 year old, and are prepared for change and growth as we solidify process and team structure.

**The Interview Process**:

- 1: 30-minute Phone screen with People & Culture
- 2: 40-minute Virtual Interview with Kiah (Head of Customer Success)
- 3. A short writing exercise to understand how you approach solving customer problems.
- 4: 45-minute Virtual Interview with Stephanie (Customer Success Specialist) and Tarun (COO)
- 5. 30-minute Cultural interview with Max Birner (CEO)
- 6: Reference Check and Offer \uD83E\uDD73

**What Boxhub Offers**:

- Highly competitive salary depending on experience
- Stock Options
- Fantastic opportunity to help build and grow with a funded company at an early stage
- 4 weeks of annual vacation
- Comprehensive healthcare benefits plan, including dental & vision & spending account you get access to on day 1
- Free access to Maple and Headspace apps
- A monthly transportation allowance
- Flexible working hours in a hybrid environment - we work remotely 2 days a week
- Join a multicultural team that has built successful startups around the world

**Boxhub’s Commitment to Diversity, Equity and Inclusion**

**Boxhub’s commitment to accessibility

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