Customer Experience Lead

Commerce c.labs inc; Saint-Sauveur; Hybrid; CAD 60,000 - 90,000; Full time

Benefits offered by this job

Real ownership

Direct product feedback

Competitive compensation

Growth opportunities

In-person collaboration

Job summary

Commerce c.labs inc in Saint-Sauveur is seeking a hands-on Customer Operations lead who owns the full customer relationship—from inquiries to warranty follow-up—and builds scalable processes that support growth.

You’ll drive faster resolutions, automate repetitive work, and surface patterns to inform product decisions. This role blends problem solving with systems-building, and reports to the founder and the Head of Product Development.

Qualifications

• Experience in customer support, experience, or operations for a product-based brand.
• Ability to build or configure automations and workflows without heavy engineering support.
• Understanding of what drives returns and how to reduce them.

Responsibilities

• Respond to customer inquiries with speed and clarity across channels.
• Own returns and exchanges flow end-to-end.
• Identify patterns in complaints and warranty claims; surface to product team.
• Drive automation that reduces repetitive work and scales the role.
• Lead larger improvement projects alongside daily support work.

Skills

Customer empathy

Systems thinking

Process improvement

Bilingual French/English

Written communication

Tools

CRM software

Automation tools

Job description

Location: Saint-Sauveur
Type: Full-time
Salary: Competitive
To apply: Details at the bottom of the page

We build dog gear to the same standard as the equipment we trust in the mountains: technical, durable, and designed with intention. That standard doesn't stop at the product. It extends to every person who reaches out with a question, a problem, or a claim.

We're looking for someone who can own the full customer relationship, not just answer tickets. Sharp with people. Sharp with systems. Comfortable building the process as much as running it.

If you can solve a customer's problem, then make sure it never happens the same way twice, and still have appetite left for the bigger project on the side, keep reading.

What you’ll own

Customer inquiries
Front-line support across email and social. Fast, clear, human answers that reflect the way we talk to people everywhere else.

Process and automation Identifying repetitive, low-value work and building the automations, templates, and workflows that remove it, so the role scales without just adding headcount.

Returns and exchanges Owning the return process end to end, and looking for the specific frictions or product issues driving returns, then acting on them.

Warranty and product feedback loop Surfacing patterns from warranty claims and customer complaints, and sharing those findings directly with our Head of Product Development, so real issues reach the people who can fix them at the source. You get satisfaction from knowing this issue will be fixed ultimately thanks to your actions.

Bigger projects Beyond the day-to-day, taking on standalone initiatives aimed at real improvement: a return-rate reduction project, a new support workflow, a customer-facing resource built from scratch. This isn't a role where the day-to-day is the whole job.

How you’ll work

You move between direct customer conversations and the systems thinking that makes those conversations less necessary over time. One moment you're resolving a warranty claim with someone. The next you're mapping out why that claim happened, building the fix, or scoping a bigger project to prevent the next one.

Every resolution gets weighed against one question: is this fair, to the customer and to us. We don't say yes to everything. But we treat every case the way we'd want to be treated if the situation were reversed, and we expect you to hold that line even when it's easier not to.

This role reports directly to our founder, with a standing line to our Head of Product Development for everything you learn from warranty claims and complaints. You'll triage, solve, automate, and report, with a bias toward finding the root cause and toward tackling the bigger fix, not just the quick close.

Your days will include:

• Responding to customer inquiries with speed and clarity
• Working resolutions that are fair to the customer and fair to us, not automatic yeses
• Processing and improving the returns and exchange flow
• Spotting patterns in complaints, returns, and warranty claims
• Building or refining automations that cut down repetitive work
• Reporting product-quality signals to the Head of Product Development
• Picking up and driving larger improvement projects alongside the daily work

What success looks like

Customers get fast, real answers, not scripts. Return rates go down because the causes get fixed, not just processed.

Success in this role means:

• Response times and resolution quality that reflect a premium brand
• A measurably lighter manual workload every quarter, through automation
• A tightening return rate, tracked and explained, not just reported
• A product team that hears about real issues early, from you
• At least one meaningful improvement project shipped beyond day-to-day support
• Support processes that hold up as order volume grows

Who you are

You are equal parts problem-solver and systems-builder. You care about the person on the other end of the email, but you also care about why the same issue keeps showing up, and you're not satisfied fixing only what's in front of you.

You like ownership. You don't wait to be told to fix something. You notice patterns. You communicate clearly, in writing and out loud. You get bored doing only the repeatable parts of a job.

You might be a fit if:

• You've worked in customer support, experience, or operations, ideally for a product-based brand
• You can build or configure automations and workflows, even without an engineering background
• You understand what drives returns and how to reduce them
• You can turn scattered complaints into a clear signal for a product team
• You have strong instincts for tone and can write the way a premium brand should sound
• You're organized, reliable, and energized by a bigger project, not just a queue
• Bilingual, spoken and written French and English, our customers write in both

Bonus points if you're extroverted and comfortable on the phone, since we may open a customer line down the line, or if you have experience with help desk or automation tools and e-commerce returns management.

What we offer

This is a driver-seat role. Your process improvements and bigger projects won't sit in a deck. They'll ship.

We offer:

• Real ownership of the customer experience, from first reply to root cause
• A fast feedback loop where your input reaches product decisions directly
• High standards, low politics, direct collaboration with the founder
• Room to build the systems, automations, and bigger projects you think the role needs
• A brand with a point of view, building equipment-grade dog gear, not pet accessories
• Competitive compensation and room to grow with the team

If you want a role where the day-to-day is only half the job, you'll like it here.

This role is based in Saint-Sauveur, in person. Or the role can start as hybrid to be ultimately in person.

We value in-person collaboration, especially for problem-solving and moments where fast decisions matter.

Not the right fit? Swap it free, no questions asked. Read on