Customer Experience Manager
1 week ago
**Who are we?**
Apollo Scooters is a North American manufacturer and distributor of electric scooters with a mission to improve lives through innovative transportation solutions. We do this by making getting places cheaper, more environmentally friendly, and enjoyable. We are a small, dynamic team with big ambitions that managed to become a market leader within just 12 months. We are absolutely obsessed with our products and customers and are only getting started. If you are looking for a company at the cutting edge of innovation, an industry on the verge of a breakout, a work-hard/play-hard environment, and hands-on learning, you’ve found the right place
**A Day in the Life**:
We are looking for a Customer Experience Manager who can handle the entire customer lifecycle and be the link between the customer and Apollo. The average day in this role will include:
- daily stand-ups
- ensuring teams are aware of what’s going on and have all the tools required to service customers as effectively as possible
- identify knowledge gaps and close them
- monitor team performance and develop CX talent
- collaborate cross-functionally with the aim of improving our service offering
**Core responsibilities**:
- Manage customer experience team leads
- Build internal and external documentation to enable knowledge sharing and enable self service
- Establish QA schedule and perform regular QAs
- Establish training and upscaling programmes for all agents
- Own and report on team KPIs
- Update training courses and onboarding materials
- Own CX special projects and expansion of service offering
- Scale CX team and leverage variable staffing model to ensure we’re always operating with adequate capacity
- Advocate for our customers and share feedback across the organization
- Additional administrative tasks as required
**Who are you?**
- 4-7 years of customer service experience in a growing company
- Have a Bachelor's degree or equivalent experience
- Exceptional attention to detail
- Very strong interpersonal and customer service skills
- Positive attitude and a willingness to learn
- Organized and can manage multiple tasks at the same time
- Cool under pressure
- Bilingual (fluent in English and French) an asset
**Preferred Skills**:
- Experience using chat support as primary channel
- Knowledge of Gorgias, Zendesk, or other ticketing software
- Familiar with Google Sheets and Airtable
**Perks of the job**:
- Competitive salary
- Personal electric scooter for use in the summer
- Metro pass for winter season
- Company laptop
- Dog-friendly office
- Coffee & snacks
- Monthly team activities and events
**So, what are you waiting for? We'd love to hear from you**
Apollo Scooters is an equal opportunity employer and we value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
-
Customer Experience and Logistics Manager
1 week ago
Montréal, Canada Good Protein Full timeGood Protein est une jeune entreprise en très forte croissance, qui a comme mission d'offrir des mélanges de superaliments naturels, qui sont non seulement remplis de bienfaits pour la santé et qui sont également remplis de bon goût! **Description du poste**: Nous sommes à la recherche d'un Gestionnaire de l'expérience client et de la logistique...
-
Customer Experience Agent
2 weeks ago
Montréal, Canada Apollo Scooters Full time**Who are we?** Apollo Scooters is a North American manufacturer and distributor of electric scooters with a mission to improve lives through innovative transportation solutions. We do this by making getting to places cheaper, more environmentally friendly, and enjoyable. We are a small, dynamic team with big ambitions that managed to become a market leader...
-
Customer Experience Representative
7 days ago
Montréal, Canada Medisca Pharmaceutique Inc Full time**What you will do**: - Build and strengthen customer relationships - Provide excellent service to customers and prospect new accounts - Support the team with administrative and reporting tasks **Your key responsibilities**: - Customer Experience - Provide support to clients with inquiries on education and compounding services - Correspond with various...
-
Customer Experience Representative
3 days ago
Montréal, Canada Trudell Healthcare Solutions Full timeDo you have an interest in the Healthcare industry and have a passion for helping people? - Do you possess excellent bilingual communication skills and are able to foster strong customer relationships? - Do you consider yourself to be very organized, detail oriented, and creative to think outside the box to resolve issues? We at Trudell Healthcare Solutions...
-
Customer Experience Manager
2 weeks ago
Montréal, Canada Tesla Full time**What to Expect** The role of the Virtual Store is to educate, inspire and skillfully guide Tesla’s potential customers through the vehicle and configuration and sales process in a digital manner. The Virtual Store team focuses on product knowledge, financing options, trade-ins, delivery and providing customers with a memorable customer experience. The...
-
Customer Experience Development Intern
2 weeks ago
Montréal, Canada Cogeco Full timeFlexibility: We understand and support the _importance you place_ on your studies. From home, to the office.- Networking: Your colleagues across business units will help you sharpen your skills and competencies and help you build the network of your future career;- Mentoring: Coaching and meetings with management teams are planned to allow you to evolve in...
-
Customer Service and Experience Agent
2 weeks ago
Montréal, Canada DeSerres (head office) Full timeJoin us at DeSerres and let your listening skills, proactivity and interpersonal skills enrich our customer service and experience team. **What we offer**: - 36-hour work week ; - 3 weeks vacation after 1 year of service ; - 5 days flexible leave; - Summer hours; - Group insurance paid partly by employer; - REED/RPDB; - Hybrid work (3 days a week...
-
Trainer: Product and Customer Experience
1 week ago
Montréal, Canada Volvo Cars Full time**Want to join us on our exciting journey?** Volvo Cars is on an exciting journey, redefining the automotive experience by innovating to make people’s lives less complicated. We offer you a once-in-a-lifetime chance to make an impact in a company with unique opportunities to grow and make a true difference. **Job Summary**: Volvo Car Canada Ltd (VCCL) is...
-
Customer Experience Lead
1 week ago
Montréal, Canada Scotiabank Full timeRequisition ID: 179905 Join a purpose driven winning team, committed to results, in an inclusive and high-performing culture. **What you’ll be doing** Our Customer Experience Leads are responsible for overseeing our high performing Retail Service teams. Scotiabank is a place where we put our customers first, and our priority is to help them achieve their...
-
Customer Experience Lead
3 days ago
Montréal, Canada Scotiabank Full timeRequisition ID: 153043 Join a purpose driven winning team, committed to results, in an inclusive and high-performing culture. **What you’ll be doing** Our Customer Experience Leads are responsible for overseeing our high performing Retail Service teams. Scotiabank is a place where we put our customers first, and our priority is to help them achieve their...