Customer Solutions Specialist

Rokt; Calgary; On-site; CAD 83,000 - 103,000; Full time

Benefits offered by this job

Fully funded medical insurance

Fully funded dental & vision

Equity in company

AI tools access

Wellness allowance

Catered lunch

Dog-friendly offices

Quarterly performance reviews

Extra leave

Job summary

Rokt is hiring a Customer Solutions Specialist to support our Aftersell application for ecommerce partners. You will manage live chat and email queries, provide timely information, troubleshoot issues, and gather product feedback for our teams.

You will collaborate with cross‑functional partners, help with onboarding, and contribute to scalable support processes. We value an entrepreneurial, AI‑driven mindset and a customer‑first approach; office-based with a strong benefits package and equity.

Qualifications

• Experience handling live chat and email support in Intercom.
• Ability to guide customers to use the app effectively.
• Strong communication, problem-solving, and empathy.

Responsibilities

• Manage Support Tickets. You'll be working in Intercom to respond to live chat and email customer queries that come in.
• Guide Our Customers. You'll work with our customers to educate them on how to use our app to be most successful.
• Address Customer Issues. While some tickets are fairly simple and straightforward, there may be more complex. You will work to find solutions to these problems and elevate for additional support when the situation calls for it.
• Collect Customer Feedback. We are extremely customer centric and value every bit of feedback from our customers, whether it's positive or negative.
• Drive Impact On Meaningful Projects. Be it building documentation, exploring partnerships with our clients, or improving ticket triage processes, you'll be a meaningful contributor to growing our function to scale.

Job description

We are Rokt. We are the global leader in ecommerce, on a mission to make every transaction more relevant. We've built our business around the Transaction Moment™, the span from cart to confirmation where customer attention and intent peak, and where more than 90% of a business's ancillary revenue potential sits untapped.

The Rokt Brain leverages advanced machine learning to determine the next best action for every customer in real time across the Rokt Network, powering 13 billion transactions a year for brands like: Live Nation, Fanatics, Macy's, AMC Theatres, PayPal, Uber, Hulu, Albertsons and more. Since 2012 we've grown from a Sydney startup, to a $3.5B company with 700+ Rokt'stars across eight offices and 15 markets, sustaining a Compound Annual Growth Rate of 40%+ for over a decade.

At Rokt, we practice transparency in career paths and compensation, which is why we have a well-defined career ladder with clear compensation and career paths based on competency and ability.

We are looking for an Customer Solutions Specialist

Target total compensation ranges from $67,000 - $74,500, including a fixed annual salary of $60,000 - $67,500, an employee equity plan grant, and world-class benefits. This is the expected range for the role. Final compensation is determined by the level assessed through the interview process and based on how your experience and skills map to our career ladder.

Equity grants are issued in good faith, subject to company policies, board approval, and individual eligibility.

About The Role

AfterSell by Rokt is a dynamic team dedicated to empowering eCommerce merchants and driving success in the ever-evolving digital landscape.

As a Customer Solutions Specialist, you'll play a key role in supporting our partners as they navigate the Aftersell application. Your primary responsibility will be to assist customers through live chat to support them in having the best experience using our product. This involves providing timely and accurate information, troubleshooting technical problems, addressing concerns or complaints in a professional and empathetic manner, and passing product feedback along to our RPD Teams. You'll also be responsible for working on projects to help strengthen and empower the Support Team in the form of experimenting with review generation, partner onboarding, and more.

We are an AI-first company. We're a team of builders. That means the person who spots the problem is usually the person who fixes it, and "someone should build a tool for that" is treated as a volunteer sign-up sheet. We use AI and automation tools to move faster, and expect you to figure things out when the path isn't obvious. If you prefer established processes and clearly defined lanes, you probably won't like it here.

How Your Future Team Uses AI

• Triage incoming live-chat conversations, helping route customers to the right person and prioritize urgent or complex issues.
• Accelerate technical troubleshooting by helping the team investigate issues, identify potential causes, and validate solutions before responding.
• Identify recurring support themes and develop scalable processes and automations to improve the customer experience.

Requirements

How You'll Contribute

• Manage Support Tickets. You'll be working in Intercom to respond to live chat and email customer queries that come in.
• Guide Our Customers. You'll work with our customers to educate them on how to use our app to be most successful.
• Address Customer Issues. While some tickets are fairly simple and straightforward, there may be more complex. You will work to find solutions to these problems and elevate for additional support when the situation calls for it.
• Collect Customer Feedback. We are extremely customer centric and value every bit of feedback from our customers, whether it's positive or negative.
• Drive Impact On Meaningful Projects. Be it building documentation, exploring partnerships with our clients, or improving ticket triage processes, you'll be a meaningful contributor to growing our function to scale.

What You Bring

• Customer-First Operator: You instinctively put yourself in the customer's shoes and advocate for their outcomes.
• Empowered by Context: You understand that our partners are running businesses, and we work to understand their missions and partner with them on their journey.
• Entrepreneurial & AI-First Mindset: You thrive in fast-paced environments, embrace rapid change, and use first-principles thinking (and AI tools where relevant) to solve core problems holistically.
• Disciplined Executor: You prioritize effectively, focus on what drives impact, and bring sustained work ethic and ownership to achieve ambitious goals.
• Compelling Communicator: You can simplify complex ideas, explain concepts clearly, and influence stakeholders through structured, persuasive communication.
• High-Integrity Team Player: You operate with humility, accountability, and respect. You value collaboration, give candid feedback constructively, and hold a high performance bar for yourself and others.

Benefits

Why Join Rokt

• Impact Across the Business: This role isn't confined to one team - you will get exposure, and build subject matter expertise, in many areas of the business. You'll gain a broad view of the company and improve how all teams operate. The solutions you build can save hours of work and drive significant business value.
• Innovate with AI: Be a pioneer in applying AI and automation internally at a company that truly values innovation. If you have creative ideas for using AI, Rokt is the playground to bring them to life.
• Endless Learning: Every project is a new puzzle to solve across different domains, so you'll constantly expand your expertise in operations, analytics, product, and more. With Rokt's rapid growth, new challenges and opportunities to learn will never stop coming.
• Empowered Culture: Join a team of owners in a culture that encourages you to act boldly and learn from every experiment. You'll have autonomy to innovate, support when needed, and recognition when you deliver results.
• Great Environment & Benefits: Work with smart, down-to-earth colleagues in a vibrant, inclusive workplace. Rokt offers transparent career progression, continuous development opportunities, equity ownership, and perks to support your growth and well-being.

About The Benefits

• Fully funded insurance (Medical, Dental, Vision)
• Fully funded life, short term, and long term disability insurance
• Equity in a profitable, fast-growing company approaching $1 Billion in revenue
• Every employee has enterprise access to leading AI tools, building AI fluency as a core skill
• Monthly Wellness and Cell Phone Allowances
• Catered lunch every day and a fully stocked pantry
• Dog-friendly offices so you can bring your best friend to work
• Quarterly performance reviews for most roles, so feedback and promotion decisions don't wait
• Extra leave (bonus annual leave, sabbatical leave etc.)

We believe we're better together. Most teams are in the office minimum 4 days per week.

At Rokt, we choose to create a company that is as diverse and inclusive as the world we live in by attracting, growing and keeping the best talent. Equal employment opportunities are available to all applicants without regard to race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.