Digital Experience and Customer Care Specialist

5 days ago

Calgary AB TG G, Canada Phil & Sebastian Coffee Roasters Full time $40,000 - $60,000 per year
Role Summary

Phil & Sebastian Coffee Roasters and Hoopla Donuts are well known in Calgary for craft, curiosity, and continuous improvement. We run eight cafes, a roastery, a donut production kitchen, with an online store for both brands, and the Phil & Sebastian mobile app. We are looking for a unique teammate who is energized by both helping people and improving digital systems.

This role is not a traditional customer service position or a traditional tech position. It is a builder role that closes the loop between what customers experience and how our online shop and app can work better. You will help customers one on one, but also look for patterns, propose improvements, and execute digital updates that move us forward.

You will work directly with Phil and will have visibility into product questions, digital flow challenges, subscriptions, user experience friction, and tactic level analytics.

Core Responsibilities
Customer Success
  • Respond to and resolve inquiries from multiple channels: email, chat, phone, social, Google Reviews and order messages
  • Diagnose problems with curiosity and patience, document findings, and follow through until complete
  • Track patterns and propose workflow, product, or communication improvements
  • Maintain brand tone that is warm, clear, honest and useful
  • Help educate customers on coffee, donuts, classes, subscriptions, brewing and app features
  • Assist with order exceptions including logistics coordination
Digital Shop and App Operations
  • Help develop LLMs to automate common support requests and tasks
  • Assist to diagnose app and website issues
  • Update and maintain product pages, landing pages and content within Shopify
  • Understand and optimize app integrations and plugins across both shops
  • Review and interpret analytics and turn insights into suggested experiments or actions
  • Help improve navigation, conversion, subscription experience and purchase flow
  • Coordinate with internal teams for launches, promotions, classes, and releases
  • Maintain product data accuracy including metafields, bundles, variants and tags
  • Assist with QA testing across devices and platforms
Experience and Skills Requirements

Must Have

  • Love of coffee and interest in learning more about it to develop an expertise
  • Excellent written and verbal English communication
  • High empathy and patience
  • Ability to stay calm and objective under pressure
  • Highly organized with strong follow through
  • Positive, curious, humble learner
  • Tech comfortable and quick to learn digital tools
  • Knowledge of different AI LLMs

Helpful Strengths (not required but preferred)

  • Hospitality or specialty food background
  • Proven customer support experience with references
  • Knowledge of Google Analytics
  • Familiar with HTML and CSS
  • Experience with Shopify admin
  • University degree or equivalent formal technical training
Success Traits
  • You listen first, assume positive intent and seek to understand
  • You can shift gears between human work and computer work
  • You enjoy improving processes, not only responding to tasks
  • You see ownership as a personal value
  • You like creating systems that work even when you are not there
Schedule and Location
  • Full-time, Monday to Friday, approximately 8:30am to 5:00pm
  • Based at the Simmons Building in Calgary
  • Occasional weekend or evening support during peak periods
What We Offer
  • Role growth as you develop strengths
  • Access to deep coffee training and tasting
  • A dynamic role in an creative and entrepreneurial work culture
  • Opportunity to build a flagship digital experience
  • Strong mentorship and collaboration with Phil
  • $60,000 annual salary

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