AI-Driven Customer Experience Associate

gl; St. Catharines; Remote; CAD 28,000 - 30,000; Full time

Job summary

gl in St. Catharines, ON is hiring Customer Service Associates for day and night shifts. This on-site role includes a pay rate of $20.00/hour (Day) and $21.50/hour (Night) plus a $1,000 signing and retention bonus. Start date is as soon as possible with a contract up to 12 months and potential extension.

Responsibilities include reviewing and refining AI transcripts, handling high-value calls, and ensuring quality across CSAT and tone metrics. 40 hours per week with 7-day scheduling coverage.

Qualifications

• 2 years of experience in high-touch customer service, hospitality, concierge, or technical customer support roles.
• Excellent written and verbal English communication skills with strong emotional intelligence and attention to detail.
• Comfort working in fast-paced, tech-enabled environments with evolving workflows.

Responsibilities

• Serve as a workflow subject matter expert by reviewing, annotating, and refining AI call transcripts and training materials.
• Directly handle high-value, complex, or escalated customer calls with professionalism.
• Evaluate AI agent interactions for tone, accuracy, and adherence, providing feedback for improvements.

Skills

Customer service

Communication

Attention to detail

English proficiency

Job description

gl in St. Catharines, ON is hiring Customer Service Associates for day and night shifts. This on-site role includes a pay rate of $20.00/hour (Day) and $21.50/hour (Night) plus a $1,000 signing and retention bonus. Start date is as soon as possible with a contract up to 12 months and potential extension.

Responsibilities include reviewing and refining AI transcripts, handling high-value calls, and ensuring quality across CSAT and tone metrics. 40 hours per week with 7-day scheduling coverage.