Customer Experience Specialist

PosiTrace Inc.; Vancouver; On-site; CAD 60,000 - 75,000; Full time

Benefits offered by this job

International team

Growth opportunities

Job summary

PosiTrace Inc. is seeking a Customer Experience Specialist to manage a high-volume portfolio and ensure customer success. You will nurture relationships, drive retention, and partner with Account Management to align on opportunities for expansion across Canada and Mexico.

The role emphasizes ownership, proactive issue resolution, and structured, organized work to deliver consistent value and a strong long-term partnership with our customers.

Qualifications

• Experience in customer experience, success, or support roles.
• Ability to manage a diverse portfolio including customers in Mexico.
• Strong communication, organization, and problem-solving skills.

Responsibilities

• Own the customer relationship health and value realization.
• Collaborate with Account Management to drive retention and growth.
• Coordinate with internal teams to resolve issues quickly.
• Maintain documentation and follow-up across a high-volume portfolio.

Skills

Customer relationships

Problem solving

Cross-functional collaboration

Ownership

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 mainly Mexican 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.

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.