Customer Experience Lead - Hybrid, Data-Driven CX

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

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.