Customer Experience Specialist

Customer Experience Specialist (Bilingual) – Ownr WHAT IS THE OPPORTUNITY? Ownr, an RBCx Ventures company, is hiring a Customer Experience Specialist. Ownr is the leading platform for entrepreneurship in Canada. In this role, you will help thousands of entrepreneurs as they build and grow their businesses using the legal tools, perks, and other valuable resources provided by Ownr. You will encourage users to maximize the value of their Ownr subscription and answer their questions and concerns along the way. By providing a fantastic customer experience and using your ability to make complex concepts simple and understandable, you will promote retention, increase customer satisfaction, and safeguard the reputation of Ownr in the marketplace. WHAT WILL YOU DO? Provide a strong customer experience by identifying customer needs, providing relevant product information, and troubleshooting any issues, while maintaining a positive, customer‑centric attitude Escalate issues to relevant teams for investigation, and follow up both internally and with the customer to ensure the resolution Promote the value of the Ownr product, ensure customers obtain maximum utility from their subscription, and seek opportunities for upsells Build and maintain product expertise, as well as in-depth knowledge of internal and external business processes that affect the customer journey Develop and share best practices within the Customer Experience Team to continually improve the quality, effectiveness, and efficiency of our processes and initiatives Be the voice of the customer internally, and partner closely with cross‑functional team members to translate business needs and product requirements into new solutions for customers WHAT DO YOU NEED TO SUCCEED? Must have: English/French bilingualism Customer service experience in a startup environment and/or fast‑paced growing organization Willingness to learn about legal concepts and other issues affecting business owners in Canada Excellent written communication skills and the ability to respond quickly to customer concerns Proactive attitude, and ability to identify and tackle new opportunities Interest in technology and building innovative online solutions Nice‑to‑have: Experience using Intercom, or similar customer‑engagement software Background as a business operator and/or firsthand exposure to entrepreneurship WHAT'S IN IT FOR YOU? Be part of a collaborative, progressive, and high‑performing team, where your work is valued and directly impacts the organization’s success. A strong organizational culture, where we thrive on the challenge to be our best, and we work together to help our clients thrive and communities prosper. A comprehensive Total Rewards Program including bonuses and flexible benefits. Leaders who support your professional development through coaching and managing opportunities. Compétences professionnelles Communication écrite Communications orales Gestion des problèmes Gestion du service à la clientèle Interactions clients Résolution de problèmes en groupe Service à la clientèle Travail d'équipe Location & Employment Details 20 KING ST W, TORONTO, Canada Full‑time, 37.5 hours per week Job posted: ; Application deadline: Inclusion et équité en matière d’emploi À RBC, nous pensons qu’un milieu de travail inclusif offrant des points de vue diversifiés est essentiel à notre croissance continue, en tant qu’institution financière parmi les plus grandes et les plus rentables au monde. Notre milieu de travail propice à l’excellence, à la collaboration, à l’innovation et à l’épanouissement professionnel de nos employés contribue à concrétiser notre raison d’être et à générer de la valeur pour nos clients et les collectivités où nous exerçons nos activités. Pour cela, nous mettons en place des politiques et des programmes visant à favoriser un milieu de travail fondé sur le respect et l’appartenance et offrant des occasions pour tous. #J-18808-Ljbffr