Customer Experience Specialist (Bilingual), Ownr

RBC; Toronto; On-site; CAD 50,000 - 70,000; Full time

Job summary

A leading financial institution in Toronto is seeking a Customer Experience Specialist to enhance user satisfaction and retention. The role involves using a customer-centric approach to support entrepreneurs leveraging the Ownr platform. Bilingualism and customer service experience in a fast-paced environment are essential. The position offers a collaborative team culture, professional development opportunities, and comprehensive rewards programs.

Benefits

Comprehensive Total Rewards Program

Professional development support

Collaborative work environment

Qualifications

• Experience in a startup environment or fast-paced organization.
• Willingness to learn about legal concepts affecting business owners in Canada.

Responsibilities

• Provide strong customer experience by identifying needs and offering relevant information.
• Troubleshoot and escalate issues to appropriate teams for resolution.
• Promote the value of the Ownr product and seek upsell opportunities.
• Maintain product expertise and knowledge of processes affecting the customer journey.
• Develop and share best practices to improve team processes.

Skills

Bilingual English/French

Customer service experience

Proactive attitude

Excellent written communication skills

Interest in technology

Tools

Intercom or similar software

Job description

What is the opportunity?

Ownr, an RBCx Ventures company, is hiring a Customer Experience Specialist. Ownr is the leading platform for entrepreneurship in Canada. In this role, you will help thousands of entrepreneurs as they build and grow their businesses using the legal tools, perks, and other valuable resources provided by Ownr. You will encourage users to maximize the value of their Ownr subscription and answer their questions and concerns along the way. By providing a fantastic customer experience and using your ability to make complex concepts simple and understandable, you will promote retention, increase customer satisfaction, and safeguard the reputation of Ownr in the marketplace.

Guided by your passion for entrepreneurship, you will take the lead in gathering user feedback and ensuring that the voice of the customer is heard throughout the organization. You will collaborate with the product, design, marketing, and leadership teams to place the customer at the heart of Ownr’s future.

What will you do?

• Provide a strong customer experience by identifying customer needs, providing relevant product information, and troubleshooting any issues, while maintaining a positive, customer‑centric attitude.
• Escalate issues to relevant teams for investigation, and follow up both internally and with the customer to ensure the resolution.
• Promote the value of the Ownr product, ensure customers obtain maximum utility from their subscription, and seek opportunities for upsells.
• Build and maintain product expertise and in‑depth knowledge of internal and external business processes that affect the customer journey.
• Develop and share best practices within the Customer Experience Team to continually improve the quality, effectiveness, and efficiency of our processes and initiatives.
• Be the voice of the customer internally, and partner closely with cross‑functional team members to translate business needs and product requirements into new solutions for customers.

What do you need to succeed?

• English/French bilingualism.
• Customer service experience in a startup environment and/or fast‑paced growing organization.
• Willingness to learn about legal concepts and other issues affecting business owners in Canada.
• Excellent written communication skills and the ability to respond quickly to customer concerns.
• Proactive attitude, and ability to identify and tackle new opportunities.
• Interest in technology and building innovative online solutions.

Nice-to-have

• Experience using Intercom or similar customer‑engagement software.
• Background as a business operator and/or firsthand exposure to entrepreneurship.

What’s in it for you?

• Be part of a collaborative, progressive, and high‑performing team, where your work is valued and directly impacts the organization’s success.
• A strong organizational culture that thrives on the challenge to be our best, helping clients and communities prosper.
• A comprehensive Total Rewards Program including bonuses and flexible benefits.
• Leaders who support your professional development through coaching and management opportunities.

At RBC, we believe an inclusive workplace that reflects diverse perspectives is core to our continued growth as one of the largest and most successful banks in the world. Maintaining a workplace where our employees feel supported to perform at their best, effectively collaborate, drive innovation, and grow professionally helps bring our Purpose to life and create value for our clients and communities. RBC strives to deliver this through policies and programs intended to foster a workplace based on respect, belonging and opportunity for all.