Customer Experience Specialist

About the Role

This pivotal role is about being the authentic voice of Tilt, transforming every customer interaction into a moment of trust and shaping our customer experience policies and tools. It's a fast-paced, high-impact opportunity for those ready to accelerate their career and deliver exceptional service, requiring flexibility for evening, weekend, and holiday shifts.

Responsibilities

• Serve as the primary point of contact for buyers and sellers across chat and email channels.
• Expertly manage critical customer interactions, including orders, returns, and onboarding processes.
• Leverage customer feedback and judgment to influence and shape company policies, tooling, and help content.
• Develop and refine communication templates to enhance efficiency and elevate the overall customer experience.
• Provide coverage during peak customer demand, including evenings, weekends, and holidays.

Requirements

• Proven ability to communicate beautifully and clearly under pressure.
• Strong problem-solving skills and sound judgment to address customer needs effectively.
• A deep commitment to delivering outstanding customer service every day.
• Flexibility to work non-standard hours, including evenings, weekends, and holidays.
• Full right to work in Canada; visa sponsorship is not available for this role.

Role Impact

• Make a visible and direct impact on a product used by millions of users.
• Gain accelerated learning and professional development, achieving in months what might take years elsewhere.
• Benefit from clear growth paths as Tilt continues to scale rapidly.