Customer Experience Specialist

Placements24; Kimberley; Hybrid; CAD 55,000 - 75,000; Full time

Benefits offered by this job

Fully remote work

Health, dental, vision

Professional development budget

Collaborative culture

Job summary

Placements24 is seeking a Customer Experience Specialist to join a fully remote team in Canada. You will analyze feedback, identify improvement opportunities, and implement strategies to elevate our service standards across the customer journey.

You will collaborate with cross‑functional teams, communicate insights to stakeholders, and build strong customer relationships while documenting FAQs and support guides for scalable success.

Qualifications

• Experience in customer experience or customer service management.
• Strong analytical skills to interpret customer data.
• Excellent written and verbal communication.
• Experience with CRM and feedback tools is required.

Responsibilities

• Monitor and analyze customer feedback from multiple channels.
• Develop strategies to improve customer satisfaction and loyalty.
• Collaborate with cross-functional teams to address pain points.
• Create and maintain customer-facing FAQs and guides.
• Advocate for customers and share insights with stakeholders.
• Identify opportunities to personalize interactions and relationships.

Skills

Customer experience

Customer service management

Analytical skills

Written communication

Verbal communication

Tools

CRM systems

Feedback tools

Job description

About the Role

Our client is seeking an exceptional Customer Experience Specialist to join their dynamic, fully remote team. This role is dedicated to enhancing every aspect of the customer journey, ensuring interactions are positive, efficient, and memorable. You will analyze customer feedback, identify areas for improvement, and implement strategies to elevate our service standards. This position requires a deep understanding of customer behavior and a passion for creating seamless experiences. As a remote team member, you will need strong self-management skills and the ability to collaborate effectively across distributed teams, contributing to a culture that places the customer at the heart of all decisions.

Key Responsibilities

• Monitor and analyze customer feedback from various channels (surveys, reviews, social media).
• Develop and implement strategies to improve overall customer satisfaction and loyalty.
• Collaborate with cross-functional teams to identify and address pain points in the customer journey.
• Create and maintain customer-facing documentation, FAQs, and support guides.
• Act as an advocate for the customer internally, communicating insights and recommendations to stakeholders.
• Proactively identify opportunities to personalize customer interactions and build stronger relationships.

Requirements

• Proven experience in customer experience , customer service management, or a related field.
• Strong analytical skills and the ability to interpret customer data.
• Excellent written and verbal communication skills.
• Proficiency in customer feedback tools and CRM systems.
• Ability to work independently and manage multiple projects in a remote setting.
• A passion for creating exceptional customer journeys.

Benefits

• Competitive salary and performance-based incentives.
• Fully remote work arrangement offering ultimate flexibility.
• Comprehensive health, dental, and vision coverage.
• Professional development budget for continuous learning.
• A collaborative and innovative company culture focused on customer-centricity.