Customer Experience Specialist

Global-Fleet-Management; Burnaby; On-site; CAD 52,000 - 76,000; Full time

Job summary

PosiTrace is seeking a Customer Experience Specialist in Burnaby to manage a portfolio of customers, advocate for the customer, and coordinate with cross-functional teams. You will focus on the health of customer relationships, ensuring value delivery and long-term partnerships.

You will play a key role in retention and growth, partnering with Account Management to support expansion opportunities when appropriate.

Qualifications

• Demonstrates ownership and accountability.
• Manages a portfolio of customers with varying needs and expectations.
• Advocates for the customer in cross-team discussions.
• Proactively solves problems and prevents issues.

Responsibilities

• Manage a portfolio of customers and serve as their point of contact.
• Coordinate with internal teams to resolve issues and align priorities.
• Identify expansion opportunities and support retention initiatives with Account Management.
• Maintain documentation and follow-up to ensure timely resolutions and value realization.

Skills

Ownership mindset

Customer relationship management

Cross-functional collaboration

Problem solving

Organization & follow-up

Job description

Positrace is a profitable, founder-led SaaS company specializing in GPS fleet tracking, AI-powered dash cameras, and asset management solutions. As we continue to grow internationally, we're looking for a Customer Experience professional who is passionate about building strong customer relationships.

As a Customer Experience Specialist at PosiTrace you will work in a fast-paced, high-volume environment where customers are a priority and issues need to move quickly. You will manage a portfolio of customers with different needs, levels of engagement, and expectations.

Different teams may naturally approach customer needs from different operational perspectives and priorities. As a CES, part of your role is to bring the customer perspective into those conversations, align the right stakeholders, and help drive issues toward timely and effective resolution. Part of your responsibility is to recognize that gap, advocate for the customer, and bring the right people together to move things forward.

Your primary focus is the health and success of the customer relationship. You will work to ensure customers are satisfied, receiving value from our solutions, and positioned for a strong long-term partnership with us.

While the CES does not own the sales process, you play an important role in retention and growth. When a healthy account presents an opportunity for expansion, you will partner closely with the Account Management team to ensure the relationship, timing, and customer experience support a successful commercial conversation.

This is a role for someone who takes ownership. You will not always have a perfect process, a complete handoff, or every answer available. Our organization is continuously evolving, and priorities can change quickly. Training will happen largely on the job, so we are looking for someone experienced enough to assess a situation, determine what needs to happen, and take action without waiting for step-by-step instructions.

We also expect you to bring structure to the work. With a high volume of customers and competing priorities, organization, follow-up, documentation, and attention to detail are essential. A customer cannot become an afterthought simply because the team is busy.

What makes this role rewarding is the opportunity to build meaningful, long-term relationships with customers and see the impact of your work throughout their journey with us. You will become a trusted point of contact for the customers you support, helping them navigate challenges, achieve their goals, and get lasting value from their partnership with PosiTrace.

You will also be part of a collaborative and multicultural team that genuinely enjoys working together. We support one another, share ideas and experiences across markets, and celebrate our wins as a team. If you enjoy connecting with people, solving real problems, learning from different perspectives, and seeing the relationships you build turn into long-term customer partnerships, there is a lot of fulfillment in this role.

This environment may not be the right fit if:

• You need fully established processes and detailed instructions before taking ownership.
• You prefer a predictable workload with clearly defined priorities at all times.
• You are uncomfortable challenging internal teams when a customer issue requires greater urgency.
• You see customer service as simply responding to requests rather than proactively preventing problems.
• You prefer to wait for another team to solve an issue rather than coordinate the people needed to resolve it.
• You are primarily motivated by sales ownership or closing commercial opportunities.
• You become frustrated when processes change or when you need to help build the process yourself.
• You need extensive formal training before becoming comfortable managing customers independently.
• You struggle to stay organized when managing multiple accounts, issues, renewals, and priorities simultaneously.

This role is a strong fit if:

• You naturally take ownership when something is unclear or falling through the cracks.
• You can manage a demanding customer portfolio without losing sight of the details.
• You are comfortable saying, "This isn't working for the customer; here's what we need to do."
• You know how to distinguish between a customer who is simply asking for help and a customer who is genuinely at risk of leaving.
• You can work across teams and influence people who do not report to you.
• You are proactive rather than reactive.
• You enjoy improving processes while simultaneously managing the day-to-day workload.
• You understand that retention is everyone's responsibility, but you are willing to be the person who makes sure it actually happens.

Why Join PosiTrace?

• Work with a collaborative international team across Canada and Mexico
• Opportunity to make a meaningful impact on company and customer relationship
• Be part of a growing technology company where your ideas and initiatives matter

At PosiTrace, the customer experience function sits at the intersection of relationship management, operational execution, problem solving, and revenue protection.

If you are looking for a role where you can take ownership, make an immediate impact, and help build a stronger customer experience function while the organization continues to evolve, we'd like to hear from you.