Customer Experience Associate - 3 Month Contract

Faire; Toronto; Hybrid; Full time

Job summary

A leading company is seeking a Customer Experience Associate for a 3-month contract in Toronto. The role involves providing exceptional customer support via various channels, requiring strong communication skills and technical proficiency. Candidates have the opportunity to grow within a dynamic team focused on empowering independent retailers globally. This position offers flexibility in hours and the potential for further contract opportunities based on performance.

Qualifications

• Experience in customer service, preferably in a phone-based support role.
• Excellent verbal communication skills, with the ability to handle complex interactions professionally.
• Proficiency in using CRM and other customer support tools.

Responsibilities

• Provide high-quality, real-time support via phone/email/chat.
• Use CRM tools to manage customer interactions.
• Work collaboratively with the team to meet performance metrics.

Skills

Customer Service

Communication

Problem Solving

Technical Proficiency

Tools

CRM tools

Job description

Customer Experience Associate - 3 Month Contract

Faire is an online wholesale marketplace built on the belief that the future is local — independent retailers around the globe are doing more revenue than Walmart and Amazon combined, but individually, they are small compared to these massive entities. At Faire, we're using the power of tech, data, and machine learning to connect this thriving community of entrepreneurs across the globe. Picture your favorite boutique in town — we help them discover the best products from around the world to sell in their stores. With the right tools and insights, we believe that we can level the playing field so that small businesses everywhere can compete with these big box and e-commerce giants.

By supporting the growth of independent businesses, Faire is driving positive economic impact in local communities, globally. We’re looking for smart, resourceful and passionate people to join us as we power the shop local movement. If you believe in community, come join ours.

About this role:

As a Customer Experience Associate at Faire, you will play a crucial role in empowering entrepreneurs to realize their dreams. In this dynamic position, you will engage directly with our brand and retailer partners, managing a range of experiences to significantly contribute to their business success. While this role requires individuals to have phone support experience, after completing training, you will have the opportunity to be staffed across various support modalities including phone, chat, or email, as per business requirements. This position is pivotal in delivering outstanding customer service across these channels. In this role, you will be employed on a temporary basis for approximately 90 days, subject to the evolving needs of Faire’s team. Successful candidates may be eligible for longer contract terms in the future.

Role Specifications

• Remote Work Commitment: This role is requiring the candidate to work flexible hours with different shifts varying between 8am EST - 5:00pm EST and 12:00pm EST - 9:00pm EST Monday through Friday. Please note that we require schedule flexibility and these hours are subject to change. Coming into the office on Tuesdays and Thursdays is only required when on the 8:00am EST - 5:00pm EST shift. The candidate should have a suitable home office setup with a reliable high-speed internet connection.
• Home Office: Must be in a quiet, enclosed room with a door - preventing any background noise from disrupting the customer experience when on phones.
• Wifi Speed: Confirmed Wifi Speed of 10Mpbs
• Ethernet connection preferred to increase network reliability
• Technical Proficiency: Must possess the technical skills and familiarity with customer support tools necessary to work efficiently in a remote environment, including adherence to Faire’s data privacy and security protocols.
• Self-Management and Flexibility: Strong self-management skills are essential for maintaining productivity in a remote setting. The role also requires flexibility to occasionally adjust hours for collaboration across different time zones.

What you’ll do

• Provide high-quality, real-time support to customers via phone/email/chat, addressing their questions and concerns promptly and effectively.
• Use CRM tools (e.g., Zendesk, Kustomer, Salesforce) to manage customer interactions, ensuring all communications are logged and tracked accurately.
• Work collaboratively with the team to meet and exceed key performance metrics such as response times, customer satisfaction, and issue resolution.
• Participate in regular training and development sessions to continuously improve your skills and stay updated on Faire's products and policies.
• Contribute to a team environment that encourages continuous learning, knowledge sharing, and peer support.

Qualifications

• Experience in customer service, preferably in a phone-based support role.
• Excellent verbal communication skills, with the ability to handle complex interactions professionally and empathetically.
• Proficiency in using CRM and other customer support tools.
• Strong problem-solving skills, with the ability to think quickly and provide effective solutions to customer issues.
• A team player who is adaptable and agile, capable of working in a dynamic, remote environment.
• Alignment with Faire's core values and a genuine passion for supporting and serving our community.

Salary Range

Canada: The starting pay for this role is $23.10 per hour.

This role will also be eligible for benefits. Actual base pay will be determined based on permissible factors such as transferable skills, work experience, market demands, and primary work location. The base pay range provided is subject to change and may be modified in the future.

Effective January 2025, Faire employees will be expected to go into the office 2 days per week on Tuesdays and Thursdays. Additionally, hybrid in-office roles will have the flexibility to work remotely up to 4 weeks per year. Specific Workplace and Information Technology positions may require onsite attendance 5 days per week as will be indicated in the job posting.

Applications for this position will be accepted for a minimum of 30 days from the posting date.

Why you’ll love working at Faire

• We are entrepreneurs: Faire is being built for entrepreneurs, by entrepreneurs. We believe entrepreneurship is a calling and our mission is to empower entrepreneurs to chase their dreams. Every member of our team is taking part in the founding process.
• We are using technology and data to level the playing field: We are leveraging the power of product innovation and machine learning to connect brands and boutiques from all over the world, building a growing community of more than 350,000 small business owners.
• We build products our customers love: Everything we do is ultimately in the service of helping our customers grow their business because our goal is to grow the pie - not steal a piece from it. Running a small business is hard work, but using Faire makes it easy.
• We are curious and resourceful: Inquisitive by default, we explore every possibility, test every assumption, and develop creative solutions to the challenges at hand. We lead with curiosity and data in our decision making, and reason from a first principles mentality.

Faire was founded in 2017 by a team of early product and engineering leads from Square. We’re backed by some of the top investors in retail and tech including: Y Combinator, Lightspeed Venture Partners, Forerunner Ventures, Khosla Ventures, Sequoia Capital, Founders Fund, and DST Global. We have headquarters in San Francisco and Kitchener-Waterloo, and a global employee presence across offices in Toronto, London, and New York. To learn more about Faire and our customers, you can read more on our blog .

Faire provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, genetics, sexual orientation, gender identity or gender expression.

Faire is committed to providing access, equal opportunity and reasonable accommodation for individuals with disabilities in employment, its services, programs, and activities. Accommodations are available throughout the recruitment process and applicants with a disability may request to be accommodated throughout the recruitment process. We will work with all applicants to accommodate their individual accessibility needs. To request reasonable accommodation, please fill out our Accommodation Request Form (https://bit.ly/faire-form)

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This role will be in-office on a hybrid schedule, can you commit to being in-office on Tuesdays and Thursdays at the location where this position is posted? * Select...

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Imagine you’re a customer experience associate working at Faire. A Retailer emails with the following question “I am dissatisfied with my most recent order from a Brand. This is my third order with this Brand and I’m wondering if I qualify for a free return?” Use the text box to draft an email reply to the customer. *

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Canada Demographic Questions

We believe the future is local. At the core of that future are our customers, a diverse and unique community of entrepreneurs who have taken a chance on themselves. We’re inspired by these dreamers who work today and every day for a better future for their communities. We are committed to building a community and sense of belonging here at Faire that reflects the customers we serve. We want to ensure that we hold ourselves to that commitment externally and internally because differences in perspectives, experiences, and ideas are what make us successful.

Below is a set of completely voluntary demographic questions that are a part of our Diversity and Inclusion initiatives. All responses are anonymous, self-disclosed and will be kept confidential. Responses will be securely stored and will not be used to identify any individual employee. If you choose to fill out these questions, the responses will be used (in aggregate only ) to help us identify areas for improvement in our process. Your responses, or your choice to not respond, will not be associated with your specific application and will not , in any way, be used in the hiring decision.

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