Customer Experience Specialist

Job Summary:

The Customer Experience Specialist is primarily responsible for managing and resolving high-priority customer escalations, including those directed to external agencies such as the Better Business Bureau (BBB), Office of the President, Provincial Consumer Protection Agencies, Office of the Consumer Affairs (OCA), and Health Canada. In addition, the specialist will support day-to-day customer experience operations and report escalations and trends to internal teams and upper management. The role requires proficiency with CRM systems, Zendesk, AWS and related tools, and the ability to handle sensitive and complex issues efficiently.

Key Responsibilities:

• Manage and resolve high-priority customer escalations, including regulatory or executive-level inquiries
• (BBB, Office of the President, Provincial Consumer Protection Agencies, Office of the Consumer Affairs (OCA), and Health Canada).
• Investigate, analyze, and provide timely solutions to escalated cases, ensuring alignment with the policies and brand standards.
• Support day-to-day customer experience operations, including case tracking, reporting, and process support.
• Maintain detailed records of escalations, actions taken, and outcomes in CRM, Zendesk, AWS or other case management systems.
• Prepare and report escalations, trends, and key insights to internal teams and upper management.
• Collaborate with internal teams (product, operations, customer support, legal) to ensure accurate and timely resolution of issues.
• Identify trends in escalated cases and recommend process, policy, or system improvements.
• Communicate clearly and professionally with both internal and external stakeholders regarding complex or sensitive issues.

Qualifications & Skills:

• Bachelors degree in Business, Communications, Customer Experience, or related field.
• Minimum of 2-3 years of experience in customer experience, complaint resolution, or executive/regulatory escalations.
• Experience using CRM systems, Zendesk, AWS and related support tools.
• Strong analytical and problem-solving skills to assess complex situations and provide solutions.
• Excellent written and verbal communication skills in English (French is preferred but not required).
• Ability to manage multiple high-priority cases while supporting day-to-day operations.
• Strong organizational skills, attention to detail, and ability to work both independently and collaboratively.
• Experience preparing reports and presenting insights to management.

Key Competencies:

• Professionalism and discretion
• Customer-centric mindset
• Strong analytical and problem-solving skills
• Effective communication and negotiation skills
• Collaboration and teamwork
• Proactive approach to process and system improvements
• Ability to handle high-pressure and sensitive situations calmly
• Reporting and data-driven insights for management decision-making