Customer Experience Lead

Jobtailor; Toronto; On-site; CAD 65,000 - 90,000; Full time

Job summary

Jobtailor is seeking a customer-experience professional to own end-to-end CX across B2C and B2B channels in Toronto. You will be the first escalation point for feedback, shipping issues, and order problems, while delivering SOPs, dashboards, and workflows in Gorgias.

You will determine which CX processes should be automated versus human, convert feedback into actionable insights, and coach a growing CX team. Strong Gorgias, Shopify, SAP, ERP, Salesforce, and AI tool familiarity is required.

Qualifications

• 3–5 years in customer-facing roles.
• Experience redesigning and improving customer-support systems and processes.
• Ability to simplify messy processes independently.
• Comfortable with strategic CX input while personally executing operational work.
• Advanced Gorgias; Intermediate Shopify; Introductory SAP; Introductory ERP software knowledge.
• Intermediate Google Suite; Developing Salesforce knowledge.
• Familiarity with Claude, ChatGPT, Gemini, and other AI tools.

Responsibilities

• Own customer experience end-to-end across B2C and B2B channels.
• Serve as first escalation point for product feedback, shipping issues and order problems.
• Operate daily in Gorgias and deliver SOPs, dashboards, and workflows.
• Determine which CX processes should be automated and which should remain human.
• Convert customer feedback into actionable data and build tracking dashboards.
• Write SOPs for order management, returns, and drop-shipping.
• Run daily CX operations and meet response and resolution SLAs.
• Triage the first hour of daily volume across email, SMS, chat, and phone.
• Communicate proactively with customers about backorders and fulfillment issues.
• Partner with warehouses and operations to close fulfillment gaps.
• Support Amazon CX escalations.
• Represent the Voice of the Customer in product, packaging, and marketing decisions.
• Build coaching and quality-assurance processes for the growing CX team.

Skills

Customer-facing

Process improvement

SOP development

Data analysis

Team collaboration

Proactive communication

Tools

Gorgias

Shopify

SAP

ERP Software

Google Suite

Salesforce

AI Tools

Job description

• Own Fittes' customer experience end-to-end across B2C and B2B channels
• Serve as the first escalation point for product feedback, marketing signals, shipping exceptions, and order problems
• Operate daily in Gorgias and deliver SOPs, dashboards, and workflows
• Determine which CX processes should be automated and which should remain human
• Convert customer feedback into actionable data and build tracking dashboards
• Write SOPs for order management, returns, and drop-shipping
• Run daily CX operations and meet response and resolution SLAs
• Triage the first hour of daily volume across email, SMS, chat, and phone
• Communicate proactively with customers about backorders and fulfillment issues
• Partner with warehouses and operations to close fulfillment gaps
• Support Amazon CX escalations
• Represent the Voice of the Customer in product, packaging, and marketing decisions
• Build coaching and quality-assurance processes for the growing CX team

Requirements

• 3–5 years in customer-facing roles
• Experience redesigning and improving customer-support systems and processes
• Ability to simplify messy processes independently
• Comfortable with strategic CX input while personally executing operational work
• Advanced Gorgias
• Intermediate Shopify
• Introductory SAP
• Introductory ERP software knowledge
• Intermediate Google Suite
• Developing Salesforce knowledge
• Familiarity with Claude, ChatGPT, Gemini, and other AI tools

Core Competencies

Demonstrates expertise in managing customer experience across B2C and B2B channels, with a focus on process improvement, automation, and effective communication. Proficient in utilizing Gorgias, Shopify, and various AI tools to enhance customer support operations and drive actionable insights from customer feedback.

Highest-signal resume keywords

• Customer Experience Management
• Advanced Gorgias
• Process Improvement
• SOP Development
• Data Analysis

ATS Optimization Keywords

Hard Skills

• Customer Experience Management
• Process Improvement
• SOP Development
• Data Analysis
• Order Management

Soft Skills

• Proactive Communication
• Problem Solving
• Team Collaboration

Industry Keywords

• B2C
• B2B
• Customer Support
• Fulfillment
• Voice of the Customer

Tools & Technologies

• Gorgias
• Shopify
• SAP
• ERP Software
• Google Suite
• Salesforce
• AI Tools