Customer Support Associate, North America

About Merchery

Merchery was born from a simple observation: corporate gifts and promotional products are most often of poor quality. This multi-billion dollar market lacks transparency and is frequently composed of products that people discard after two weeks. At Merchery, we are committed to disrupting these norms. Our vision is clear: we want to offer products that are both beautiful, useful, and rigorously selected, generating genuine excitement among people. Launched in April 2020, Merchery first found success in Europe and decided to expand to the US in 2022. We are now looking for a new team member to join us on this exciting journey and be part of the US team in Montreal.

Join the North America Team as a Customer Support Associate…

... is an opportunity to contribute to Merchery's growth in the US market and be part of an ambitious early-stage project. Our team of six will be opening an office in Montreal starting in February to be closer to our clients and partners, and you'll play a key role in shaping this journey.

As a Customer Support Associate, you will be responsible for managing and coordinating product orders from end to end, ensuring an exceptional customer experience through close collaboration with our suppliers and partners. As the primary contact with our suppliers and printing partners, you'll be crucial in channeling their insights back to internal teams.

As a Customer Support Associate, you will be responsible for the production process and:

• Placing orders with our suppliers
• Managing production projects (from product ordering to delivery to the customer)
• Monitoring inventory and managing restocking
• Maintaining and improving our production database
• Ensuring accurate reporting between suppliers and sales and product teams
• Coordinating and tracking international shipments
• Ensuring an impeccable customer experience to guarantee complete customer satisfaction

Could you be the one?

• You are organized and detail-oriented
• You are comfortable managing multiple tasks at the same time (
  essential
  )
• You are interested in our mission
• You hold a bachelor's degree or have equivalent experience; what matters most is your ability to learn and adapt quickly
• You are fluent in French and English — any additional language is a plus
• You are a structured person and comfortable working with numbers
• You enjoy learning and can handle stress well
• You are proactive in your tasks, eager to learn, responsive, and able to find solutions quickly
• You are excited by the idea of improving processes and making things smoother.
• You are able to work efficiently in a team, communicate clearly and openly, and are receptive to feedback in order to continuously improve your performance

Working with us

Will be fun Merchery is growing, and we're focused on building more than just a business: we want to create a healthy, collaborative, and down-to-earth work environment where people feel valued. Things are moving fast, but there's still a lot to build and improve. This comes with responsibilities and the chance to have a meaningful impact — on the way we work, on our clients, and on the direction we're heading. We care about well-being, not just in words but in small, concrete ways: team moments, honest communication, and a culture where people can be themselves. There's room to learn, take ownership, and help shape what comes next.

Additional information

• Full-time
• Ideally starting beginning of February

Work Authorization Requirement:

This position is open to candidates who are:

Based in Montreal, or

Currently based in the EU and will hold valid authorization to work in Canada starting in 2026 (citizenship, permanent residency, or a valid work permit).

Please note: Visa sponsorship is not available for this role. Candidates must already have, or be in the process of obtaining, the legal right to work in Canada.