AI-Driven Customer Solutions Specialist

Rokt; Calgary; On-site; CAD 83,000 - 103,000; Full time

Benefits offered by this job

Fully funded medical insurance

Fully funded dental & vision

Equity in company

AI tools access

Wellness allowance

Catered lunch

Dog-friendly offices

Quarterly performance reviews

Extra leave

Job summary

Rokt is hiring a Customer Solutions Specialist to support our Aftersell application for ecommerce partners. You will manage live chat and email queries, provide timely information, troubleshoot issues, and gather product feedback for our teams.

You will collaborate with cross‑functional partners, help with onboarding, and contribute to scalable support processes. We value an entrepreneurial, AI‑driven mindset and a customer‑first approach; office-based with a strong benefits package and equity.

Qualifications

• Experience handling live chat and email support in Intercom.
• Ability to guide customers to use the app effectively.
• Strong communication, problem-solving, and empathy.

Responsibilities

• Manage Support Tickets. You'll be working in Intercom to respond to live chat and email customer queries that come in.
• Guide Our Customers. You'll work with our customers to educate them on how to use our app to be most successful.
• Address Customer Issues. While some tickets are fairly simple and straightforward, there may be more complex. You will work to find solutions to these problems and elevate for additional support when the situation calls for it.
• Collect Customer Feedback. We are extremely customer centric and value every bit of feedback from our customers, whether it's positive or negative.
• Drive Impact On Meaningful Projects. Be it building documentation, exploring partnerships with our clients, or improving ticket triage processes, you'll be a meaningful contributor to growing our function to scale.

Job description

Rokt is hiring a Customer Solutions Specialist to support our Aftersell application for ecommerce partners. You will manage live chat and email queries, provide timely information, troubleshoot issues, and gather product feedback for our teams.

You will collaborate with cross‑functional partners, help with onboarding, and contribute to scalable support processes. We value an entrepreneurial, AI‑driven mindset and a customer‑first approach; office-based with a strong benefits package and equity.