Customer Experience Lead

Fittes; Toronto; Hybrid; CAD 60,000 - 70,000; Full time

Benefits offered by this job

Profit-sharing bonus

HSA benefits

Employee stock options

Hybrid work structure

Fully stocked kitchen

Job summary

Fittes, a Toronto-based product design company, is seeking a Customer Experience Lead to own CX end-to-end for both B2C and B2B channels. You will drive the shift from ticket handling to system redesign, leveraging dashboards and SOPs to help the team act on customer data.

You’ll have strategic authority to influence product, packaging, and logistics decisions while delivering against SLAs in a hybrid environment.

Qualifications

• 3–5 years in customer-facing roles, redesigning ticket origins and workflows.
• Ability to simplify messy processes without direct prompting.
• Receptive to feedback and able to give constructive feedback in turn.
• Willing to own both strategy and execution of CX initiatives.
• Comfortable being challenged publicly and adapting course when needed.

Responsibilities

• Own CX end-to-end across B2C and B2B channels.
• Develop SOPs, dashboards, and workflows used by the team.
• Run CX operations in Gorgias and meet SLA targets.
• Communicate with customers during backorders and fulfillment issues.
• Collaborate with warehouses, ops, and product teams to close gaps.

Skills

Customer-facing

Data-driven

Process improvement

Strategic thinking

Tools

Gorgias

Shopify

SAP

ERP Software

Google Suite

Salesforce

Claude

ChatGPT

Gemini

Job description

Compensation Range

$60,000 - $70,000

*The posted salary range is typical for this position. The final agreed upon salary may vary based on factors such as job-related knowledge, skills and experience.

Hybrid Model

3 days in + 2 days WFH

About Fittes

At Fittes, we’re on a mission to make the mundane exciting. We elevate unloved products with fresh design, bringing a new-school approach to an old-school industry. We’re a dynamic, female-owned-and-led product design company in Toronto experiencing exciting growth.

We’re a team of disruptors driven by ambition, creativity, and accountability.

Collaboration, humility, and intentionality define our work environment, and our team’s results speak for themselves.

Curious about our work?

We started with the first modular air register designed to customize to any surface, and have since expanded into multiple product categories. We’re a team focused on building something extraordinary and long-lasting, for both our customers and our people. See more on our Instagram, Glassdoor and website!

The Opportunity

You’ll own Fittes' customer experience end-to-end and be the single point of convergence for everything that touches the customer: product feedback, marketing signal, shipping exceptions, order problems, and whatever comes next. You’ll be the first point of escalation across our B2C and B2B channels, and the person who chases answers across departments instead of waiting for them to arrive.

You’ll have real strategic authority over how we hit our CX goals. That authority is earned through execution depth. You’ll be in Gorgias daily, and you’ll be the one shipping the SOPs, dashboards, and workflows you designed. Every hour you automate is an hour you get back for the high-touch moments that actually build advocacy.

You’ll also be the Voice of the Customer across the company. When packaging needs to change, when a product detail needs revisiting, when fulfillment is costing us trust — that case gets made by you, with evidence.

This is a small, high-performing team, which means your impact is visible and so are your gaps. Feedback here is frequent, direct, and not personal. If that's how you like to work, you'll get mentorship, ownership, and the chance to build something that outlasts you.

What you’ll be doing:

Systems & Automation (40%)

• + You decide what gets automated and what stays human, and you own that line as ticket volume grows.
• + You'll turn scattered customer feedback into data leadership can actually act on, build the dashboards that track it, and write the SOPs for order management, returns, and drop-shipping that the rest of the team runs on.

Triage & Resolution (40%)

• + You run day-to-day CX ops in Gorgias, hit response and resolution SLAs, and personally triage the first hour of daily volume across every channel — email, SMS, chat, phone.
• + When something breaks (a backorder, a fulfillment miss), you're the one communicating with the customer before they have to ask.

Cross-Functional Advocacy (20%)

• + You partner with warehouses and ops to close fulfillment gaps, support Amazon CX escalations, and represent the Voice of the Customer in product, packaging, and marketing decisions.
• + You'll also start building the coaching and QA processes for the CX team as it grows.

You’re a good fit if you:

• + You've spent 3–5 years in customer-facing roles and you're done just handling tickets — you want to redesign the system tickets come from.
• + You can look at a messy process and simplify it without being asked, because leaving it messy bothers you more than fixing it does.
• + You take feedback as information, not as a verdict on your worth — and you give it the same way.
• + You want strategic input into how CX runs, but you're not looking to hand off the execution to someone else. You do both, every week.
• + You're comfortable being the one who's wrong sometimes, correcting course in public, and moving on without making it a thing.

Tech stack

• + Gorgias (Advanced)
• + Shopify (Intermediate)
• + SAP (Introductory)
• + ERP Software (general, Introductory)
• + Google Suite (Intermediate)
• + Salesforce (Developing)
• + Claude, ChatGPT, Gemini, other AI tools

What’s in it for you?

• + Joining a high performing, fast-growing team driven by ambition
• + Pay-for-performance profit-sharing bonus structure
• + Super-immersive learning environment and the opportunity to develop your career with us, if you can keep up
• + Flexible and inclusive benefits including HSA
• + Employee Stock Option Plan
• + Hybrid work structure - we are committed to 3 days in office
• + Open concept, bright, dog-friendly office vibe (our furry friends can’t wait to meet you!)
• + Strict “No email/slack on phones” policy and “No email/slack outside of office hours” policy — we value our personal time and are committed to protecting this for our team members.
• + Fully stocked kitchen with snacks and fresh fruit