Customer Experience Specialist

2 days ago

Vancouver, Canada Giftbit Full time

**COMPANY INTRO**

Giftbit. Simple, remarkable rewards.

Giftbit’s powerful platform and compelling customer experience are made by our dynamic team. To guide our actions, the Giftbit team has defined eight cultural principles that help us in our daily work and decision making. What we do is who we are. Learn more about these principles here.

**THE ROLE**

As the **Customer Experience Specialist,** you will be responsible for surprising and delighting our Giftbit users as well as Giftbit recipients who are stuck, need our help or simply want to know more. The Giftbit user base usually needs help getting set up with our product, understanding best practices in using the app, adopting new features or help troubleshooting. Giftbit recipients usually have questions about how to redeem their cards. Additionally, you will support the success and sales teams in addressing lead & customer needs and support escalations. When not helping our customers, you will update and create new support documentation and contribute to process improvements. We are looking for a Customer Experience Specialist that is passionate about customer support and about the role it plays in making a customer-centric team successful. This role reports to the Customer Success Lead.

**WHAT YOU’LL DO**
- You will build deep knowledge of the Giftbit product to provide contextualized support to Giftbit users and recipients, adhering to responses and escalations’ SOPs and SLAs.
- You will amplify the voice of the customer, becoming a trusted advocate for your users and recipients internally, representing their needs to key stakeholders at Giftbit.
- You will document and improve the processes associated with the role.
- You will observe trends across inquiries, identifying improvement areas to optimize team-specific documentation & workflows that empower great support experiences at a growing scale.

**WHAT YOU CAN BRING**
- 1+ years of experience providing excellent customer support, preferably in the technology/SaaS industry.
- You are curious by nature and thrive through problem-solving.
- You are a self-starter and take initiative at every turn. You are energized by collaboration, identifying gaps & opportunities and owning improvement initiatives.
- You have well-defined systems to get your projects started and get your initiatives across the finish line.
- You are thoughtful about collaboration and communication with other departments.

**EXTRAS WE’D VALUE TOO**
- Experience in customer support using a ticketing system like Intercom, Jira Service Desk, Zendesk, or similar.
- You have experience working in customer support, customer success or a customer-facing role for a technical product at a SaaS company or startup.
- You have experience working with a distributed team.

**OPPORTUNITIES AT GIFTBIT**

One of our 8 Cultural Principles is adopting a growth mindset. We invest in the professional development of our team. You will have opportunities to grow your skill and perspective with education, conferences, and relevant training.

Work at Giftbit is meant to support success and prosperity in the fullness of your life. We promote holistic self-care and health. We offer flexible workspace options. We celebrate the diversity of people’s strengths in an inclusive team environment that embraces learning and improvement.

**YOUR APPLICATION**
- Compensation: $58,000-$80,000_

  • Customer Experience Specialist

    2 weeks ago

    Vancouver, Canada Corix Full time

    We are looking for an enthusiastic and dedicated customer experience specialist to enhance our customer experiences. You will be tracking all points of customer engagement, addressing customer queries, and identifying ways to improve our customer services. To ensure success as a customer experience specialist, you should exhibit in-depth knowledge of...

  • Customer Experience Specialist

    2 weeks ago

    Vancouver, Canada On Side Restoration Full time

    Compensation: $42 – $44 /year (full-time / permanent) On Side Restoration is looking for an Bilingual Customer Experience Specialist (CES) to join our amazing Contact Centre team! This position is remote (home based) from any location that On Side has a branch location in. The prime mission of the customer experience team is to ensure all customer...

  • Customer Experience Specialist

    2 weeks ago

    Vancouver, Canada EnviroTech Mechanical Full time

    **Enviro-Tech Mechanical Services** **Customer Experience Specialist** **$23 - $27 per hour** **Who we are**: Enviro-Tech is a commercial refrigeration, HVAC and installation company made up of busy office staff and a growing fleet of service technicians. In business since 1994, we are a top-quality, full-service company for heating, ventilation, air...

  • Customer Experience Specialist

    4 days ago

    Vancouver, Canada Fresha Full time

    Our Customer Experience team is expanding and we’re seeking an enthusiastic, proactive and dedicated** Customer Experience Specialist who strives to enhance our customer’s experience**. This is a great opportunity for someone looking to work in a **fast-paced** and **changing environmen**t, who **likes to work autonomously**, **enjoys a challenge **and...

  • Customer Experience Specialist

    1 week ago

    Vancouver, Canada Granville Island Delivery Co. - a Division of Vancouver Foodie Tours Full time

    **Customer Experience Specialist - Weekend (On-site)** We are on a mission to generate happiness and appreciation by creating rewarding experiences through our businesses - Vancouver Foodie Tours, and Granville Island Delivery Co. Vancouver Foodie Tours is recognized as one of the world’s top food tour operators by Forbes and TripAdvisor since being...

  • Customer Experience Specialist

    19 hours ago

    Vancouver, British Columbia, Canada Agoda Full time

    About AgodaAt Agoda, we bridge the world through travel. Our story began in 2005, when two lifelong friends and entrepreneurs, driven by their passion for travel, launched Agoda to make it easier for everyone to explore the world.Today, we are part of Booking Holdings [NASDAQ: BKNG], with a diverse team of over 7,000 people from 90 countries, working...

  • Customer Experience Specialist

    2 weeks ago

    Vancouver, Canada Fresh Tracks Canada Full time

    At Fresh Tracks Canada, we craft tailor-made Canadian vacations for people from all over the world. Since 1996, our team of Canadian Insiders have helped our customers plan their vacations and enjoy life-changing travel experiences. We believe in keeping our customers front and center in everything we do; in fact, **focus on serving our customers** is one...

  • Customer Experience Specialist

    4 days ago

    Vancouver, Canada Relay Full time

    Our mission is to increase the success rate of small businesses. Traditional banking has been a growth limiter rather than a growth enabler for business owners, and we’re changing that. Relay is the all-in-one, collaborative money management platform. We’re building for employer SMBs and their finance function, internal and external, and are focused on...

  • Customer Experience Specialist

    2 weeks ago

    Vancouver, Canada Granville Island Delivery Co. - a Division of Vancouver Foodie Tours Full time

    We are on a mission to generate happiness and appreciation by creating rewarding experiences through our businesses - Vancouver Foodie Tours, and Granville Island Delivery Co. Vancouver Foodie Tours is recognized as one of the world’s top food tour operators by Forbes and TripAdvisor since being established in 2010. We offer fun and delicious experiences...

  • Customer Experience Specialist

    1 week ago

    Vancouver, Canada Granville Island Delivery Co. - a Division of Vancouver Foodie Tours Full time

    We are on a mission to generate happiness and appreciation by creating rewarding experiences through our businesses - Vancouver Foodie Tours, and Granville Island Delivery Co. Vancouver Foodie Tours is recognized as one of the world’s top food tour operators by Forbes and TripAdvisor since being established in 2010. We offer fun and delicious experiences...