Customer Experience Specialist

Isolocity QMS; Toronto; Remote; CAD 60,000 - 80,000; Full time

Benefits offered by this job

Full remote work opportunity

Flexible hours

Health Insurance

Performance-based bonus

Opportunity to be part of a growing team

Job summary

A growing B2B SaaS company is seeking a Customer Experience Specialist to enhance customer onboarding and support. You will guide clients through the quality management platform, recommend custom configurations, and ensure data integrity. Ideal candidates will have quality assurance experience and excellent communication skills. This fully remote role offers flexible hours, health benefits, and opportunities for professional growth within a supportive environment.

Qualifications

• Experience in quality assurance or compliance in a QMS environment.
• Ability to work independently and as part of a remote team.
• Strong verbal and written communication skills.

Responsibilities

• Recommend custom QMS configurations within the platform.
• Perform quality checks to ensure data integrity.
• Deliver virtual product Q&A sessions during onboarding.

Skills

Quality Assurance experience

Attention to detail

Organization skills

Communication skills

Proactive management

Job description

About Isolocity

We are a growing B2B SaaS company seeking a Customer Experience Specialist with experience in Quality Assurance processes, particularly within software-based systems. Isolocity provides quality management software to industries such as Manufacturing, Vape, Food, Health Sciences, and Cannabis, helping organizations streamline compliance and improve operational efficiency.

The Ideal Candidate

We are looking for a motivated, detail-oriented, customer-focused individual who can support onboarding, troubleshoot issues, and understand customer needs and priorities. You will guide customers through the self-service learning path, host Q&A sessions, monitor onboarding progress, and continually improve the onboarding experience. You will also provide ongoing support throughout the customer lifecycle to ensure long-term success.

This role includes supporting the custom configuration of each client’s quality management system, importing quality data, and delivering platform support. You will act as a key partner in customer satisfaction during onboarding and assist existing customers with day-to-day questions to ensure confident, effective use of the platform.

Key Traits & Requirements

• Background in Quality Assurance or compliance using a QMS
• Strong attention to detail and data accuracy
• Excellent organization and time‑management skills
• Ability to work independently and collaborate in a remote team
• Strong written and verbal communication
• Proactive in managing responsibilities and tracking client progress
• Self‑motivated with strong attention to detail
• Comfortable handling multiple tasks in a growing company

Responsibilities

• Recommend custom QMS configurations within the platform
• Perform quality checks to ensure data integrity
• Update internal Client Health trackers and flag risks
• Deliver virtual product Q&A sessions during onboarding
• Proactively follow up with customers to maintain timelinesEscalate at-risk projects through proper channels
• Triage and respond to support desk inquiries
• Monitor Self‑Service training reports to ensure client progress

Perks

• Full remote work opportunity — we are a virtual business
• Flexible hours — we measure KPIs, not clock‑punching
• Health Insurance + Health Spending Account (HSA)
• Fun and supportive environment
• Performance‑based bonus
• Opportunity to be part of a growing team and business
• Quarterly in‑person sync‑ups to meet colleagues, align on strategy, and celebrate win