Customer Experience Specialist

4 days ago

Vancouver, Canada Peakflow Digital Consulting Inc. Full time

We’re seeking a Customer Experience Specialist to launch and grow our customer experience team. This is a hybrid role combining direct customer support with marketing-driven initiatives. You’ll be the first point of contact for our customers while also helping to craft campaigns, messaging, and communications that drive retention, satisfaction, and loyalty.

As the company scales, you’ll have the opportunity to help define our customer experience strategy and step into leadership responsibilities. We’re looking for someone who is proactive, resourceful, and motivated to grow. This role offers significant potential for advancement and the chance to shape both our support and marketing functions from the ground up.

Key Responsibilities
- Develop and maintain FAQs, guides, and branded communications that enhance the customer journey.
- Collect and analyze customer feedback, sharing insights with marketing and product teams.
- Support retention and lifecycle marketing efforts, including upsell and cross-sell opportunities.
- Track customer experience metrics to identify gaps and areas for improvement.
- Help recruit, train, and manage a support team as the business grows.
- Build and optimize workflows, automations, and integrations across support tools.
- Qualifications
- Excellent written and verbal communication skills with a customer-first mindset.
- Experience in customer support, customer success, or marketing (startup experience a plus).
- Strong organizational and problem-solving skills; comfortable working independently and building processes from scratch.
- Adaptable, resourceful, and able to balance customer care with marketing priorities.

Nice to Have
- Background in customer engagement strategy, CRM management, or marketing operations.
- Previous experience leading or mentoring a team.
- A blended background across both customer support and marketing.

Pay: $50,000.00-$70,000.00 per year

**Benefits**:

- Commuter benefits
- Paid time off

Application question(s):

- Have you used customer support tools or systems (e.g., Zendesk, Intercom, Freshdesk)? If so, which ones? What did you like or dislike about them?
- Tell me about a time you dealt with a very upset customer. How did you handle the situation, and what was the outcome?
- How would you describe yourself?
- What does great customer support mean to you?

Work Location: In person

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