Customer Success Representative

3 days ago

Burlington, Canada SecondShop Full time

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.

**Role Overview**

**What you’ll be doing**
- Manage the full warranty lifecycle for SecondShop’s 30-day guarantee and 11-month extended coverage period.
- Handle customer service issues post-sale, including repair/replacement assessments (up to 4-5 years on product lifecycle).
- Submit and reconcile 500+ monthly consumer warranty orders with our provider, Aviva, including invoices, reporting, and documentation.
- Make cost/coverage decisions—balancing financial analysis with customer satisfaction.
- Write clear and professional customer communications explaining warranty outcomes and coverage decisions.
- Pull reporting and track orders requiring warranty coverage to ensure accurate, timely resolution.
- Collaborate with internal operations and service partners to ensure service calls are managed effectively and billed back correctly.

**Who we are looking for**
- **Experience in warranty, service, or aftercare roles** (appliances, automotive service, OEM/parts management, or home/insurance claims preferred).
- Strong customer-facing communication skills with the ability to explain technical or financial coverage decisions.
- Proven administrative skills—able to manage high-volume reporting, invoices, and reconciliation accurately.
- Analytical thinker with attention to detail and confidence in financial trade-offs (repair vs. replace).
- Independent, self-motivated professional who thrives without close hand-holding.
- Must be comfortable in a fast-moving, high-growth startup environment.

**What we offer**
- A competitive salary and comprehensive benefits package, including health, dental, and vision coverage.
- Access to exclusive discounts on SecondShop products for yourself and your family.
- An opportunity to shape a growing area of our business while building strong relationships with customers and partners.
- A mission-driven, collaborative team culture where your work directly improves how Canadians shop—smarter and more sustainably.

Pay: $40,000.00-$65,000.00 per year

**Benefits**:

- Extended health care

Work Location: Hybrid remote in Burlington, ON

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