Senior Customer Experience Associate

ABOUT THE COMPANY

Milk Moovement is building a world-class team focused on getting the right milk to the right place at the right time. 

Our growing herd of employees is driven to provide our clients with the data they need to make critical decisions that impact their operations and ultimately your favourite dairy products. 

Who is Milk Moovement you might ask? We are a young VC-backed company with humble roots and massive ambitions to disrupt the dairy supply chain. We think differently, act nimbly, and always leave things better than we found them.  

We're expanding our team to further our mission. Find us out on Twitter, Instagram, LinkedIn (@milkmoovement), and our home page to learn more or hit "apply" below

THE ROLE

We're seeking a client-focused and detail-oriented individual to take on the role of Senior Customer Experience Associate at Milk Moovement. Reporting to the VP, Customer Experience, the ideal candidate will be instrumental in orchestrating a seamless customer journey and ensuring unparalleled satisfaction. This role will provide short-term leadership support for the CX team while getting up to speed on Milk Moovement's operations and customer base. The individual will play a key part in maintaining team performance, overseeing workflows, and supporting day-to-day operations.. This position is a 3 month contract term with the possibility of transitioning into a full-time permanent role.

RESPONSIBILITIES:

- Lead and support the CX team's daily operations

- Facilitate and document weekly CX team meetings

- Review and verify support tickets to ensure quality and consistency

- Oversee scheduling and ensure coverage across time zones

- Cover inbox duties during team absences (sick days, PTO, etc.)

- Manage customer escalations and communicate with internal teams as neededIdentify and help drive improvements in workflows and customer communications

WHAT WE ARE LOOKING FOR

Milk Moovement seeks to have a diverse, inclusive, team-oriented, and curiosity-driven herd. Our technical team lives to find unique solutions to the challenges inherent to digital supply chains, and we expect you will be excited to do so as well. You must have extensive prior customer success experience, but experience working in the dairy industry is not required We will teach you all there is to know about the industry beginning with our Dairy 101 course. It is definitely more complicated than you think and that is why we do what we do You will likely have been supporting clients in a SaaS environment for 2+ years, but we are more interested in the how rather than the how long. We are looking for a driven, customer-focused individual who is passionate about helping clients succeed. 

The successful candidate should also have:

- Prior experience with Jira, Intercom, HubSpot, and Confluence

- Strong communication and organizational skills

- Demonstrated ability to handle customer escalations effectively

- Experience in SaaS or technology-driven customer environments is an asset

- Quick to learn business processes and develop deep product knowledge

Future Opportunity

At the end of the contract, there's potential to transition into a Customer Success Analyst role. This position would support our Customer Success Managers and contribute to the broader success strategy as we continue to scale operations.

WHAT WE OFFER

Remote work environment - work from home or from one of our hubs in Halifax and St. John's.

Tools - need the latest and great software to perform more efficiently? Ask and you shall receive.

Culture events - trivia, robot building, hackathons, etc. We like to keep it fresh and exciting.

ABOUT OUR CULTURE

We'll drop everything to ensure our customers feel supported.

Transparency is ingrained in everything we do.

Respect is paramount.

We win and lose as a herd - lessons learned are equally as important as the wins.

We're all in this together - our company wide thirst for knowledge is unquenchable.

Want to learn a bit more about what makes us moo-nique? Check out our About Us page for company mission, purpose, and values.

Did we mention we love puns?

HOW TO APPLY 

To apply, please submit your resume through our Careers page. Don't forget to complete our Get To Know The Candidate form; we love hearing what your favourite dairy products are

We always conduct remote interviews to ensure accessibility. This role offers flexibility based on your location and work preferences, and we'll collaborate closely with you because we recognize that each individual has unique circumstances.

Don't meet every single requirement? Studies have shown that women and individuals from diverse backgrounds may hesitate to apply for positions unless they meet nearly every qualification. At Milk Moovement, we are deeply committed to enhancing our approach to creating a diverse, inclusive, and value driven workplace. If you're excited about this role but your past experiences don't align perfectly with our job description, we  encourage you to apply anyway. You may well  be the right candidate for this role or others

Milk Moovement is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, disability, age, or other legally protected status. Milk Moovement is committed to providing reasonable accommodations for individuals with disabilities during the application and interview process. If you require an accommodation, please notify your Recruiter.