Customer Experience Advocate — Hybrid (Toronto)

Chexy Co.; Toronto; On-site; CAD 42,000 - 62,000; Full time

Job summary

Chexy is seeking a driven Customer Support Representative to be the first point of contact for our users. You will troubleshoot inquiries, provide solutions, and champion feedback to help improve Chexy’s service.

You’ll respond to inquiries via email and Intercom, collaborate with product teams, and contribute to help articles, SOPs, and FAQs. This role requires in-office presence at our downtown Toronto office 4–5 days a week and flexibility for evenings and weekend shifts.

Qualifications

• Proven success in client relationship management.
• Ability to multitask and meet deadlines in a fast-paced environment.
• Exceptional verbal and written communication skills.
• Tech-savvy with proficiency in Notion, Slack, Google Suite and Intercom.
• Customer-first mindset with a solutions-oriented attitude.
• Proactive problem solver who takes initiative.
• Willingness to be in the Toronto office 4-5 days a week.
• Flexibility for rotating shifts, including evenings and weekends.

Responsibilities

• Respond to customer inquiries via email and CX platforms like Intercom, ensuring prompt and high-quality resolutions.
• Clarify customer needs, determine the cause of issues, and provide effective solutions to resolve them.
• Understand Chexy's products and services to educate users on best practices.
• Monitor flagged accounts for suspicious behaviour and escalate as needed.
• Advocate for client needs, collecting feedback and sharing insights with the product team.
• Contribute to the development of customer support materials, such as help articles, SOPs, and FAQs.
• Identify and implement opportunities to enhance the customer experience.
• Support strategic initiatives aimed at refining customer engagement and satisfaction.

Skills

Client relationship management

Multitasking

Verbal & written communication

Tech-savvy

Problem solving

Customer-first mindset

Initiative

In-office availability - Toronto

Tools

Notion

Slack

Google Suite

Intercom

Job description

Chexy is seeking a driven Customer Support Representative to be the first point of contact for our users. You will troubleshoot inquiries, provide solutions, and champion feedback to help improve Chexy’s service.

You’ll respond to inquiries via email and Intercom, collaborate with product teams, and contribute to help articles, SOPs, and FAQs. This role requires in-office presence at our downtown Toronto office 4–5 days a week and flexibility for evenings and weekend shifts.