Customer Experience Coordinator

A Welcoming and Innovative Work Environment

Alice POS is a growing startup in Sherbrooke. We develop and sell a point of sale solution for retail stores.

With our software, merchants can better manage their stores and provide competitive service. Alice POS’s features make their work easier and help them generate more revenue.

With its dynamic, welcoming, and passionate team, Alice POS offers you an inclusive work environment where collaboration, continuous learning, and personal growth are emphasized. Discover all the perks of a small team: each member is important and heard. With us, no one feels like a number

Working for Alice POS means using your strengths to achieve common goals, namely modernizing retail and providing quality support to our customers.

An Interesting and Rewarding Job

The Customer Experience Coordinator, in collaboration with the Product Manager, supports and modernizes various aspects of the customer journey. This person is involved from the finalization of commercial agreements and takes charge of the solution’s integration and configuration (“onboarding”), ensuring an exceptional customer experience in the daily use of the solution (support and incident management).

This resource supports and develops their team (refining roles and responsibilities, training, coaching) as well as implements, formalizes, measures, and optimizes the various underlying processes of the coordinated function.

The “management” portion of the role represents about 33% of the workload, with the rest being direct support (hands-on) to the team and clients. The Customer Experience Coordinator orchestrates incident management with the support of various team members.

In addition to management tasks, the Customer Experience Coordinator will need to perform the following tasks:

- Be a product reference and have an excellent understanding of the software.
- Ensure optimal use of the software by our customers. This can be achieved through effective deployment/configuration, content creation (videos, tutorials, etc.), or any other explanatory support that enables the team to assist customers.
- Master the challenges in the development of “self-service” functions, such as access to demos or “self-onboarding” practices. The resource must be able to judge elements that add value versus those that are secondary.
- Engage with customers primarily in North America, both in writing and through phone and video conferencing.
- Any other related tasks.

**Required Skills**:
You have the profile we’re looking for if you:

- Demonstrate excellent oral communication skills for interactions with various types of interlocutors.
- Can prioritize the development and deployment of training content based on its relevance to customers.
- Demonstrate excellent technical skills with tools such as Hubspot, Jira, and/or Zendesk, not only in everyday use but also in configuring them to track important indicators and facilitate the team’s and developers’ work.
- Have a strong ability to write engaging and clear materials to explain and promote Alice POS.

**Desired Profile**:

- Any similar experience in product or service management.
- Excellent proficiency in both spoken and written French and English.
- Demonstrate a high degree of autonomy in managing your work.
- Experience (2 years) in a role with similar responsibilities.

**Benefits**:

- Full-time position (40 hours per week).
- Competitive salary based on experience.
- Bonus program.
- Possibility of overtime.
- Hybrid work mode (2 days per week in the office, to be discussed based on residence location).
- Provided work equipment.
- Advancement opportunities.
- Free access to streaming services.