Customer Success Specialist

3 weeks ago

Vancouver, British Columbia, Canada BuildDirect (TSXV: BILD) Full time

Quick overview:

  • On a daily basis communicate with customers around any areas they need assistance with after the point of sale
  • You will be the first point of contact for any customer needing assistance after the point of sale. This might be via email, telephone, livechat, SMS etc.
  • You will need to collaborate closely with other departments such as Logistics and Sales.
  • You will need to communicate effectively and professionally with external partners, such as vendors and delivery partners

What you'll do:

Core responsibilities:

  • Delivery excellent customer service for all customers on a daily basis
  • Answer calls in a timely manner so that we are proactively problem solving any issues that customers need assistance with (our goal is to answer all calls within 30 seconds)
  • Reply to all email enquiries that we receive on a daily basis within 24hrs
  • Maintain clear and concise records for any cases you are working in our systems (Netsuite/Gorgias/Pipedrive/Shopify)
  • Maintain professional verbal and written communication with all customers, colleagues and stakeholders at all times without fail

Day in the life:

  • Receive inbound telephone calls and answer within the desired timescale (30 seconds)
  • Respond to customer queries via email within the desired timescale (24hrs or quicker)
  • Keep up to date records within our CRM system (Netsuite/Gorgias/Shopify)
  • File claims with delivery partners were appropriate, ensuring all documents are uploaded effectively to ensure a positive outcome on that particular case for Build Direct
  • Communicate with multiple departments internally and communicate with external stakeholders to problem solve issues that you are facing with the goal of finding a solution that is in line with our terms of sale and the customer needs
  • Maintain our policies and procedures as outlined in our terms of sale

Performance / KPI's:

  • Our main goal as a Customer Success Specialist is to find a resolution to any customer related issues in a timely manner. We are able to measure how long a case takes to find a resolution by looking at the time a case was opened and when it was closed in our system (Netsuite/Shopify/Gorgias/Pipedrive).
  • With that in mind our goal is to close out / reach an outcome in terms of resolution within 24hrs.
  • However, it is worth noting, certain scenarios e.g. a 30 day return, systematically in Gorgias will show as open for a longer period of time as we have to account for the transit time back to the warehouse. But we can reach the outcome for the customer within 24hrs even for a return. E.g. – 'Yes this is a 30 day return, this is what it costs to return, do you want to go ahead. Yes or no'.
  • On a daily basis things like the amount of discount or compensation you provide to a customer is measured, so while there is not a strict figure to keep to here, be aware that should you need to justify the amount of discount and / or compensation provided to a customer you should be ready to do so
  • Answer calls within 30 seconds of the line ringing. We can measure / monitor this through the telephone system we use
  • Respond to all email enquiries within 24hrs. This is measured through a shared inbox we use as a team and you will have assigned emails under your color within that inbox daily.

Succession planning:

Where to next:

  • Within the organization professional growth is always encouraged. That may be growth within the same team, or growth by moving to a different department within the company if this aligns with your skillset and career objectives.
  • Other departments that you will work with and potentially develop a career path towards might be:
  • Logistics
  • Sales

  • Customer Success Specialist

    2 weeks ago

    Vancouver, British Columbia, Canada Blaze Solutions Inc. Full time

    Who is BLAZE?We are a full-stack retail software company with the vision of building the most reliable, scalable, and secure omnichannel retail experience in the world.We have a rapidly growing team that is distributed across Canada, working remotely to support 1000+ retail stores that process millions of payments a year.  To learn more please click here:...

  • Customer Success Specialist

    1 week ago

    Vancouver, British Columbia, Canada Blaze Solutions Inc. Full time

    Who is BLAZE?We are a full-stack retail software company with the vision of building the most reliable, scalable, and secure omnichannel retail experience in the world. We have a rapidly growing team that is distributed across Canada, working remotely to support 1000+ retail stores that process millions of payments a year.To learn more please click here:...

  • Support Specialist

    1 week ago

    Vancouver, British Columbia, Canada Clio - Cloud-Based Legal Technology Full time

    Clio is seeking a Support Specialist - Customer Success to join our team. As a customer success specialist, you will be responsible for ensuring that our customers have the best possible experience with our product.You will work closely with our product and technical teams to identify areas where we can improve our product and services. You will also be...

  • Customer Success Specialist

    2 weeks ago

    Vancouver, British Columbia, Canada roomvu Technologies Full time

    About the jobAbout Roomvu:At Roomvu, we are redefining real estate marketing with our pioneering video technology solutions. Backed by the National Association of Realtors, we stand at the forefront of video marketing innovation for real estate agents. Our mission is to deliver HYPER LOCAL & Relevant Video Content that seamlessly integrates into our clients'...

  • Operations Specialist, Customer Success

    3 weeks ago

    Vancouver, British Columbia, Canada T-Net British Columbia Full time

    Visier is the global leader in AI-powered people analytics, workforce planning, and compensation management solutions, helping organizations gain a Workforce AI Edge. With over 60,000 customers in 75 countries, including enterprises like BASF, Panasonic, and Ford Motor Company, we empower businesses to understand the relationship between people and work,...

  • Strategic Operations Specialist for Customer Success

    6 days ago

    Vancouver, British Columbia, Canada T-Net British Columbia Full time

    Job SummaryThis Strategic Operations Specialist role is responsible for leading the planning and execution of cross-functional projects and strategic initiatives within the Customer Success organization. The successful candidate will drive process improvements, enhance customer engagement, and deliver measurable business impact.ResponsibilitiesLead the...

  • Head of Customer Success

    3 weeks ago

    Vancouver, British Columbia, Canada Enkel Full time

    About UsEnkel is a forward-thinking accounting and technology firm dedicated to providing cloud-based accounting solutions and high-quality reporting to Canadian businesses and Not-for-Profit organizations. Our vision is to be the trusted partner of our clients, offering accurate and timely financial reporting that empowers better business...

  • Head of Customer Success

    4 weeks ago

    Vancouver, British Columbia, Canada Enkel Full time

    About UsEnkel is a forward-thinking accounting and technology firm dedicated to providing cloud-based bookkeeping and accounting solutions to Canadian businesses and Not-for-Profit organizations. Our vision is to be the trusted financial partner for our clients, offering accurate and timely financial reporting that empowers better business decisions. Our...

  • Customer Success Specialist

    6 days ago

    Vancouver, British Columbia, Canada Optix Full time

    Job DescriptionWe are seeking a highly motivated and experienced Customer Success Associate to join our rapidly growing team at Optix. As a primary point of contact for our clients, you will serve as a product expert and answer product-related questions via various communication channels.You will foster relationships with clients to establish yourself as...

  • Customer Success Specialist

    2 weeks ago

    Vancouver, British Columbia, Canada Intello Technologies Inc. Full time

    About Intello Technologies Inc.">We are a people-focused, customer-first, purpose-driven team who works together every day to innovate and do good. We improve lives through our technology solutions and foster a culture of innovation that empowers team members to solve complex problems and create remarkable human outcomes in a digital world.Our goal is to...

  • Customer Success and Retention Specialist

    2 weeks ago

    Vancouver, British Columbia, Canada Quadient Full time

    About the RoleThis is an exciting opportunity to join a dynamic team at Quadient, where you will play a critical role in driving customer success and retention. As a Bilingual Customer Success Manager, you will be responsible for leading customer success initiatives, building strong relationships with customers, and identifying upsell opportunities to drive...

  • Customer Success Associate

    3 weeks ago

    Vancouver, British Columbia, Canada Optix Full time

    By 2030, up to 30% of all workspaces will be flexible. As the world undergoes this monumental shift, flex space operators are leading the charge towards a new way of working - characterized by community, connection, and creating exceptional experiences.Optix is the first and only flex space automation software, enabling coworking and flex operators to...

  • Customer Success Advocate

    4 days ago

    Vancouver, British Columbia, Canada nesto Full time

    Key Skills and QualificationsTo be successful in this role, you will need:1 or 2 years of professional experience in a similar roleExcellent troubleshooting skillsExperience with a ticketing systemExperience with Apple and Microsoft OSFluency in EnglishA self-driven approach and ability to work in fast-paced environmentsPaying attention to detailExperience...

  • Customer Success

    2 weeks ago

    Vancouver, British Columbia, Canada Alloy Full time

    About Alloy.aiAt Alloy.ai, we work with consumer goods companies that make the products we eat, wear, and use every day, as well as the ones we occasionally splurge on. We're tackling a real and complex problem for them—managing supply and demand in the face of constantly changing customer behavior, highly complex supply chain networks, 40-year-old data...

  • Customer Success Specialist

    2 weeks ago

    Vancouver, British Columbia, Canada UniUni Logistics Full time

    Who Are We?UniUni, a North American leader in last-mile logistics, delivers tens of millions of parcels annually in Canada, from Coast to Coast, and is rapidly expanding across the United States. Founded in 2019, UniUni's tech-driven innovation and crowdsourcing delivery model offers fast, economical, and reliable services to local, national, and...

  • Director, Enterprise Customer Success Operations

    6 days ago

    Vancouver, British Columbia, Canada Clio - Cloud-Based Legal Technology Full time

    We are seeking a seasoned leader to oversee the onboarding and implementation of our high-value customers. As a Manager, you will be responsible for leading a team of Onboarding Specialists and Implementation Managers who leverage their expertise to deliver a seamless customer experience.About the RoleThis is an exciting opportunity to join our Customer...

  • Customer Acquisition Specialist

    2 weeks ago

    Vancouver, British Columbia, Canada The Acquisition Group Full time

    The Acquisition Group invites applications from Customer Acquisition Specialists who are passionate about delivering exceptional customer experiences. As a Customer Acquisition Specialist, you will be responsible for identifying new business opportunities and building strong relationships with clients.Job DescriptionAs a Customer Acquisition Specialist, you...

  • Customer Success Operations Specialist

    2 weeks ago

    Vancouver, British Columbia, Canada GlobalRelay Full time

    **About GlobalRelay**We are a leading provider of customer success solutions, helping businesses navigate complex data migrations and project implementations.In this role, you will play a vital part in ensuring seamless transitions across our data archiving platforms.You will work closely with cross-functional teams to plan and drive efficient data...

  • Customer Success Strategist

    4 days ago

    Vancouver, British Columbia, Canada T-Net British Columbia Full time

    Job Description">">We are seeking a seasoned Team Lead, Customer Success Management to join our team at T-Net British Columbia. This leadership role is responsible for driving customer success and retention efforts across the organization.Responsibilities:">">Lead a global team of customer success managers to ensure exceptional customer experiences and...

  • Customer Success Leader

    2 weeks ago

    Vancouver, British Columbia, Canada Go REcruitment Full time

    About the Role">As a Customer Success Leader, you will play a critical role in driving customer satisfaction and retention. You will lead our Customer Success team in delivering exceptional customer experiences, ensuring that our clients achieve their desired outcomes.">The successful candidate will have experience in customer success leadership, with a...