Customer Experience Specialist - 6 Months

Mejuri; Toronto; Hybrid; CAD 55,000 - 75,000; Full time

Job summary

A contemporary jewelry brand is seeking a Customer Experience Specialist for a 6-month contract in Toronto. The role focuses on managing customer escalations, monitoring fraud cases, and optimizing the customer experience. The ideal candidate has strong communication skills, a passion for customer satisfaction, and the ability to analyze data to improve processes. This position offers a hybrid work model, requiring 3 days onsite per week.

Qualifications

• Experience in customer service focused on satisfaction.
• Ability to assess and improve customer interactions.
• Competency in managing AI-driven communication tools.

Responsibilities

• Handle complex customer escalations and provide resolutions.
• Monitor and resolve fraudulent activities and chargebacks.
• Analyze performance metrics and refine customer experience processes.

Skills

High quality customer service

Excellent email communication

Data analysis and trend identification

Change management skills

Sound judgement in customer interactions

Job description

Customer Experience Specialist - 6 Months

Since 2015, Mejuri has reimagined what fine jewelry can be in a modern world—shifting it from a traditional gift to a personal choice rooted in self-expression.

Founded by third-generation jeweler Noura Sakkijha, the brand was built on a simple idea: fine jewelry shouldn’t require a special occasion, and it should never come with guilt. It’s about celebrating yourself—your style, your life, your everyday.

Mejuri meets customers where they are—online, in app, and through a growing global retail footprint of 45+ stores worldwide. Mejuri is also deeply committed to doing things the right way, with responsible sourcing, sustainable practices, and philanthropic initiatives that reflect our values and long-term vision.

Customer Experience Specialist
6 Month Contract

Reporting to the Director of Experience Manager, this role serves as the primary contact for sensitive, high-stakes customer interactions, fraud case monitoring, and risk mitigation while advocating for continuous improvement in customer experience. The CX Specialist will work cross-functionally to resolve complex cases, gain a comprehensive understanding of the business, and collaborate on enhancing processes and policies that impact the customer journey. This role requires a proactive approach to customer advocacy, risk management, and operational excellence, and will do so through by acting as a liaison between internal teams (e.g., Product, Social, Logistics) to address customer pain points.

Strong technical skills and a deep understanding of system connectivity are essential, as the role involves managing data across multiple platforms, resolving system inefficiencies, and ensuring seamless integration of tools for fraud monitoring, chargeback management, and customer support operations.

What you'll do

• Customer Escalations
  • Act as the primary point of contact for complex or high-stakes customer escalations, handling sensitive issues that may impact the brand's reputation.
  • Provide timely resolutions with a focus on balancing customer satisfaction and company policies.
  • Document outcomes to identify recurring issues or patterns.
• Fraudulent Activity & Chargeback Management
  • Monitor and investigate potential fraud cases to ensure thorough resolution.
  • Manage chargebacks by collaborating with relevant teams to gather evidence and dispute claims.

Quality Improvement & Agent Development

• Performance Assessment
  • Review and assess agent interactions to identify gaps in service quality, tone, or policy adherence.
  • Partner with leadership to provide coaching and support continuous improvement initiatives for agents.
• Analyze escalations and fraudulent cases to uncover root causes and systemic issues affecting the customer experience.
• Collaborate with internal teams to recommend and implement process or policy enhancements.

Customer Experience Optimization

• Work cross-functionally to refine processes, reduce fraud risks, and elevate the overall customer journey.
• Advocate for innovative solutions to proactively address customer pain points and minimize escalations.
• Participate in weekly calibrations to ensure alignment on quality standards and expectations.
• Customer Advocacy
  • Serve as the voice of the customer by sharing insights and ensuring customer perspectives are integral to decision-making.

Key Performance Indicators:
Focus on maintaining and improving CSAT as the primary performance metric, ensuring customers receive exceptional support and resolutions that align with brand standards.

• CSAT (customer Satisfaction)
• SLA
• Average Handle Time (productivity)

What you'll bring to the role

• Experience providing high quality customer service, and a genuine passion for customer satisfaction
• Ability to use iterative AI and make sound judgements on accuracy and brand alignment of responses to customers
• Excellent Email communication and writing skills to promptly respond to customer inquiries or escalations
• Quick to respond and provide a solution within company guidelines
• Confident and capable learning new technical platforms with a strong level of independence
• Change management skills to effectively pivot to meet business needs
• Ability to analyze data, identify trends, and provide actionable insights to improve customer experience and operational processes
• Proven ability to think critically, manage conflicts, and provide creative solutions under pressure
• Able to confidently exercise sound judgment in determining when to deviate from established guidelines and policies to effectively address customer needs.
• Ability to build and maintain strong cross-departmental relationships to facilitate collaboration and drive improvements in customer experience

Location:

Toronto HQ [Yorkville]
Hybrid work environment (3 days onsite)

Accommodation / Accessibility:

Mejuri does not discriminate in hiring or terms and conditions of employment because of an individual’s race, ancestry, colour, place of origin, religion, gender, gender identity, national origin, citizenship, age, disability, sexual orientation, family status or marital status, or any other protected category recognized by provincial or federal laws.

Should you require any accommodation, please inform us and we will work with you to meet your accessibility needs. For any accessibility-related assistance, requests for information in accessible alternative formats or to report any accessibility problems, please share in your application.