Consumer Experience Specialist (Maternity Leave Coverage)

DIVA; Kitchener; Remote; CAD 40,000 - 60,000; Full time

Job summary

Join a forward-thinking company as a Consumer Experience Specialist, where you will play a vital role in enhancing customer engagement and support. This remote position allows you to connect with consumers through various platforms, addressing inquiries and fostering community involvement. Your expertise in customer service, social media management, and data analysis will help elevate the brand's presence while adhering to B-Corp standards. If you are self-motivated and passionate about women's health and environmental issues, this is the perfect opportunity to make a meaningful impact in a collaborative and inclusive environment.

Qualifications

• 2+ years in consumer experience roles with strong customer service skills.
• Experience with support software and social media platforms.

Responsibilities

• Handle consumer inquiries and manage comments on social media.
• Support community engagement and develop strategies for involvement.

Skills

Customer Service

Social Media Management

Data Analysis

Attention to Detail

Bilingualism

Education

University Degree

College Diploma

Tools

Gorgias

Hootsuite

Microsoft Office

Job description

Consumer Experience Specialist (Maternity Leave Coverage)

About the Role: The Consumer Experience Specialist (Maternity Leave Contract) will provide consumer support activities via phone, email, DivaCup's social media platforms (Instagram, Facebook, Twitter, YouTube, TikTok, etc.), and live chat. Additionally, this role will support community engagement initiatives to connect with current and potential brand prospects on social channels, helping to grow the DIVA brand community. The position is remote in Ontario, Canada, and requires residency in Ontario. It is a 1-year contract starting in early June.

Responsibilities:

• Handle consumer inquiries related to the product, including usage, complaints, testimonials, etc., across platforms such as Hootsuite, Gorgias, and social media.
• Manage comments on DivaCup’s North American social media channels.
• Respond to consumer requests using various technologies and tools.
• Assess consumer needs through effective questioning and listening.
• Escalate complex issues to the Senior Manager.
• Review individual cases to provide mediation outside standard policies when appropriate.
• Utilize templates to find the best resolution for customer issues.
• Continuously improve knowledge by reviewing documentation and industry research.
• Stay current with procedures and product information.

Community Engagement:

• Support social listening efforts for the Communications Team.
• Identify opportunities for engagement with consumers and like-minded individuals aligned with core values.
• Develop strategies to enhance community involvement.

Other:

• Maintain updated knowledge of procedures, products, and online resources.
• Perform related tasks and special projects as needed.
• Adhere to Diva’s Quality Policy and B-Corp standards.

Qualifications:

• At least 2 years of experience in a consumer experience environment.
• University degree or college diploma.
• Experience with Gorgias or similar support software is advantageous.
• Additional certifications in customer service/support are a plus.
• Excellent writing and grammatical skills.
• Experience with social media platforms and third-party apps.
• Skills in data analysis, surveys, and SEO.
• High attention to detail and organization skills.
• Ability to manage multiple conversations across platforms.
• Self-motivated, confident, energetic, and creative.
• Proficient in Microsoft Office.
• Experience or interest in menstrual hygiene, women’s health, or environmental industries is beneficial.
• Bilingualism is an asset.

Our Hiring Process:

If this sounds like a good fit, we would love to hear from you. We aim to learn about your experiences and what you seek in your next role. We will provide opportunities to connect with our team. Feel free to ask questions and let us support you through the process.

Why Work at DIVA International Inc.?

As a Certified B Corp and remote-first company, we operate with purpose, inclusivity, and collaboration. We welcome diversity and are committed to providing accommodations upon request during the hiring process. Please contact us at [e-mail].