Customer Experience Lead

Stone Tile International; Toronto; On-site; CAD 70,000 - 90,000; Full time

Job summary

A leading tile and stone design firm in Toronto is looking for a Customer Experience Lead to ensure seamless service for clients. This role involves guiding a team, managing customer orders, and resolving issues. Candidates need 3–5 years in a client-facing role, preferably in luxury retail. The company offers a collaborative environment, competitive compensation, and various employee perks.

Benefits

Competitive compensation

Rewards and recognition program

Team bonding events

Parental leave

Collaborative work environment

Qualifications

• 3–5 years’ experience in a client-facing role, ideally in luxury retail or design industries.
• Proven experience managing or supporting a team.
• Strong verbal and written communication skills.

Responsibilities

• Oversee daily operations and guide the Customer Experience team.
• Ensure accurate order processing and delivery follow-up.
• Investigate and resolve customer complaints promptly.

Skills

Customer Experience

Sales Operations

Order Management

Team Management

Strong Communication Skills

Organizational Skills

Problem-Solving Mindset

Attention to Detail

Job description

Overview

Stone Tile International is looking for a Customer Experience Lead in the GTA to join our dynamic team. Celebrating over 30 years of innovation and excellence, Stone Tile International is North America’s leading fashion house of natural and manufactured tiles, stone, and wood. With over 160 employees and showrooms in major cities such as Toronto, Montreal, Vancouver, and Calgary, we pride ourselves on being a top choice for architects, designers, and discerning homeowners. We are committed to redefining luxury spaces and are looking for passionate individuals to join our collaborative, high-performing team.

Job Title

Customer Experience Lead

Reports to

Chief Customer and Gallery Officer

Schedule

Monday to Friday, 8:30 AM to 5:00 PM (100% onsite)

Who are you?

Do you find change exciting? Are you the type of person who thrives in organizations that are constantly adapting and evolving? Do you like being part of a team but can excel working autonomously? Do you love working with people and providing unparalleled customer service? If so, this may be the perfect job for you.

Role purpose

As the Customer Experience Lead, you will play a key role in delivering seamless, high-touch service to our valued clients. You’ll oversee daily operations, guide the Customer Experience team, and ensure every order, from entry to delivery, is executed with precision and care. You will be a hands-on problem solver, a trusted internal partner, and a calm, solutions-oriented leader in moments that matter most.

Primary Responsibilities and Duties

The Customer Experience Lead will perform a wide range of duties assigned by the Chief Customer and Gallery Officer, including but not limited to the following:

• Leadership & Team Support
  • Support, coach, and mentor a team of Customer Experience Specialists
  • Act as a go-to resource for escalated client or order issues, with clarity and empathy
  • Help onboard and train new team members, ensuring they’re set up for success
  • Foster a culture of service, accountability, and team collaboration
• Client & Order Management
  • Oversee the end-to-end customer journey—order entry, processing, shipping coordination, and delivery follow-up
  • Ensure all orders are entered accurately and in a timely manner
  • Proactively monitor open orders, anticipate issues, and take ownership of resolutions
  • Communicate professionally with clients, sales consultants, warehouse teams, and shipping partners to ensure timely updates and delivery excellence
  • Handle changes, delays, damages, and any post-order concerns with urgency and care
  • Investigate and resolve customer complaints or order issues promptly, keeping the client informed every step of the way
  • Identify root causes of recurring challenges and suggest process improvements
  • Document and support follow up on claims, credits, and replacements in collaboration with internal teams
• Process & System Improvements
  • Support the optimization of CX processes, tools, and workflows to elevate service delivery
  • Ensure accurate and consistent documentation across customer communications and orders
  • Track and monitor team KPIs, including order accuracy, resolution time, and service satisfaction

Experience and skills

• 3–5 years’ experience in Customer Experience, sales operations, order management or similar client-facing role, ideally in luxury retail or design industries
• Proven experience managing or supporting a team
• Strong organizational skills
• Strong verbal and written communication skills
• Excellent time management and multitasking abilities
• Strong attention to detail and ability to meet tight deadlines
• Problem-solving mindset with a proactive approach
• Professional demeanor and commitment to customer service excellence
• Collaborative and team-oriented with a focus on achieving shared goals
• Calm under pressure and energized by supporting both clients and colleagues

Why Join Stone Tile?

Stone Tile was founded with a strong vision for high-end quality and design across the stone and tile industry. Our approach is to provide clients with cutting-edge interior fashion for their designs. For thirty years, we have led the industry in providing the newest and highest quality slabs and tiles. We strive to surround ourselves with the best talent and support personal and professional growth. We offer competitive perks and benefits, including:

• Collaboration and fun: inclusive and collaborative work style
• Competitive compensation
• Rewards and recognition program
• Team bonding events
• Family care and support (parential leave)
• Freedom to innovate: supports new and better ways to be successful
• Be your authentic self: environment that values diversity

Stone Tile is an equal opportunity employer and welcomes applications from all interested parties. Accommodation for job applicants with disabilities is available on request. To request any accommodation, please specify in your application.

Seniority level

• Mid-Senior level

Employment type

• Full-time

Industries: Design Services

We’re not including extraneous postings or referral prompts in this refined description to ensure clarity and relevance to the role.

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