Customer Service Representative

**This is a remote position for candidates all over Canada. There is a chance we will move into an office in the GTA, however, we will always offer WFH employment.

• Work from home
• Mixture of day, night (not overnight), and weekend shifts.
• We are currently prioritizing candidates from Saskatchewan and Alberta
• This is an evergreen position, we are always hiring

If you love responding to email tickets to help people find what they are looking for online, have fun replying to social media comments and DMs in different brand voices, get excited watching a sale come in after you've finished a call with a customer, get a thrill from answering an online chat in under 5 seconds, enjoy reaching out to customers with discounts for their fave products, and understand the importance of thoughtfully responding to online reviews, all while doing it in sweatpants in front of the TV, then have we got a job for you

In Social is hiring a full-time Customer Service Representative, or, what we call a "Digital Support Squad Representative" to help support our clients' online customer journey by providing inbound and outbound support for their customers, and engaging with their social communities online.

Why are we hiring? Not only are we rapidly expanding our client roster and need more team members, but we keep promoting our current team members in other roles, and need to fill their spots

Founded in 2015, we are a 20+ person Shopify Plus digital marketing agency working remotely and based in Toronto. We do everything related to digital marketing including, but not limited to; paid and organic social media, email/SMS marketing and automation, website design & development, influencer marketing, branding and design, Ecommerce & Amazon management, US based fulfillment, and online customer service, for clients across the world in industry verticals ranging from skincare, apparel, beauty, restaurants, home decor, CPGs, baby products, health and wellness, real estate, accounting, and more.

Some of our clients have been featured in Vogue, Cosmopolitan, Forbes, Business Insider, GOOP, and are sold in major retail chains like Walmart, Target, and Loblaws, and we even have a client who hosted the White House Correspondents Dinner

WHAT TO KNOW ABOUT THIS ROLE:

The Digital Support Squad is our entry-level role where we foster our talent and then promote from. Over 50% of our marketing team members have come from the Digital Support Squad.

When you're hired as a DSSR, you not only get trained to do the job, but you also get to experience working at a digital marketing agency, access to education and high-level experience with marketing campaigns and deliverables, and the opportunity to determine what career path you'd like to follow in the future.

When you land a job at In Social, you land a career.

WORK WITH US AND YOU WOULD BE:

• Resolving Customer Inquiries: operating on behalf individual clients on our roster, you will be responding to emails, tickets, chats, phone calls as the brands you are representing
• Responding to Social Media Comments: working alongside our social media team, you will be responding to social media comments and questions that are posted to the social accounts of our clients, using their brand voices, to ensure a cohesive customer experience
• Review Management: responding, moderating, and filtering the reviews left by customers on the company pages or websites of our clients
• Following Processes & Procedures: every client on our roster has their own set of processes that must be followed in order to efficiently and accurately resolve customer inquiries, messages, and concerns
• Working with a Team: collaborating with your fellow Digital Support Squad Reps to brainstorm and identify solutions that may be outside of normal procedures, or determine if escalating to the client is necessary. Also be working and collaborating with members of the Marketing team to build and maintain cohesive experiences for the customers of our clients
• Reporting to the Customer Experience Manager & ELs: you will report to our "Experience Lead" supervisors who support on training and immediate questions, as well as our Customer Experience Manager who will be your mentor and manager in this role
• Providing Strategic Insights: bringing your "in the weeds" knowledge of the customer feedback and inquiries you will be engaging with to the broader team to help brainstorm and strategize cohesive marketing campaigns to deliver great customer experiences and drive client ROI
• Proofing Support: reviewing deliverables from the Marketing team as part of our "Last Eyes" process to ensure there are no mistakes, while also giving feedback based on your customer support insights, all while getting the experience and exposure to marketing strategies across our various service verticals

TO WORK WITH US YOU SHOULD HAVE:

• Have at least 1 year experience working in some sort of customer service role (online or offline)
• Must be native or fluent in English
• Have exceptional interpersonal skills
• Have comprehensive reading and writing skills
• Have critical thinking and problem solving skills in the context of customer service
• Be able to answer or make phone calls with ease
• Love helping people
• Be trustworthy, dependable, and reliable in a work-from-home environment
• Thrive in a casual work environment
• Have a functioning laptop and strong internet connection
• Pay exceptional attention to detail and includes the code dssr2025 in your cover letter
• Be available to work days and nights (no overnights) during both the week and weekends for 40 hours a week
• Bonus points if you speak fluent or native French

WHEN YOU WORK WITH US, YOU GET:

• A guaranteed 40 hours/week shift schedule
• A comfortable work environment, being remote (forever) with a potential hybrid model addition (if you choose)
• A team that actually enjoys each other, support each others, and works collaboratively together
• Weekly stretch and game time (you won't be able to beat our boss at Mario Kart Tour, trust us)
• Events like summer retreats in Muskoka, winter holiday parties, murder mystery party nights, painting and drink making events, and whatever else you can think of
• Free swag (we have a store and a rewards program for said store: )
• Additional opportunities for bonuses based on trackable performance
• Opportunity for growth – we promote internally 95% of the time
• Health benefits (we offer a Health Spending Account)
• Free stuff from our clients

WHAT YOU SHOULD KNOW IF YOU JOIN OUR TEAM:

• Trustworthiness is one of the most important attributes you'll need to be successful here
• We train extremely hard upfront so that we can prepare you and let you go to do your thing
• Our female led business is built to help women succeed in their careers without boundaries
• We are an 2SLGBTQIA+, BIPOC, differently-abled allied agency
• We expect a lot from each other, and we expect you to expect the same from us

If, after reading the above, this sounds like you, then we want to hear from you We prefer that you shoot us a note to careers[at]insocial[dot]ca with your cover letter and resume. Those candidates will be given priority.

Job Types: Full-time, Permanent

Pay: $16.00-$17.20 per hour

Expected hours: 40 per week

Benefits:

• Casual dress
• Company events
• Dental care
• Flexible schedule
• Paid time off
• Vision care
• Work from home

Education:

• Bachelor's Degree (preferred)

Experience:

• Customer Service: 1 year (preferred)

Language:

• English (required)

Work Location: Remote