Customer Success Expert

RVezy Inc.; Ottawa; Hybrid; CAD 55,000 - 75,000; Full time

Benefits offered by this job

15 vacation days

Health & dental benefits

RV rental trip

Festival & RV shows access

Employee recognition platform

Office social events

Dog-friendly office

Flexible hours

Company laptop & equipment

Job summary

RVezy Inc. is seeking a customer success expert to assist thousands of RV hosts and guests in Ottawa. You’ll respond via phone, live chat, and email, troubleshoot platform issues, and provide proactive education to enhance the user experience.

Ideal candidates excel in communication, problem-solving, and a customer-centric mindset, with adaptability to a fast-paced startup. Bilingual English/French is required, Spanish is a plus, and CRM/Zendesk experience is valued.

Qualifications

• Strong communication skills across phone, live chat and email.
• Analytical mindset with problem-solving abilities to identify issues and propose solutions.
• Customer-centric mindset with empathy and professionalism.
• Adaptability to a fast-paced startup environment.
• Team collaboration and a supportive, team-oriented culture.
• Curiosity and willingness to learn in a startup setting.
• Bilingual English and French assistance for customers; Spanish spoken as well.
• Experience using CRM or Zendesk.

Responsibilities

• Deliver exceptional user support via phone, live chat, and email.
• Master the platform to troubleshoot issues and ensure a seamless experience.
• Proactively educate users with tips, resources, and best practices.
• Foster trusting relationships with users through effective communication.
• Act as the voice of the customer by providing actionable feedback to internal teams.
• Contribute to team goals and KPIs such as customer satisfaction, retention, and engagement.
• Assist in identifying recurring issues and propose solutions to improve customer workflows.

Skills

Strong communication

Problem-solving

Customer-centric mindset

Adaptability

Team collaboration

Curiosity & learning

Bilingualism (EN/FR)

Spanish language

CRM / Zendesk experience

Tools

Zendesk

CRM

Job description

About the role

As a customer success expert with RVezy, you’ll be the go-to person for thousands of RV hosts and guests using our site. Whether you’re helping someone book their dream vacation, or getting them out of a sticky situation on the road, you’ll need to think on your feet and be ready for anything.

We’re looking for someone with a passion for delivering exceptional customer service and making people smile. If you’re obsessed with ensuring our customers’ happiness and always striving for improvement, then we want you on our team!

Key responsibilities:

• Deliver Exceptional User Support: Respond to user inquiries through phone, live chat, and email, ensuring prompt and professional assistance at every touchpoint.
• Master the Platform and Provide Expert Solutions: Develop a deep understanding of the RVezy platform to troubleshoot issues, resolve user concerns, and ensure a seamless experience.
• Proactively Educate Users: Share helpful tips, resources, and best practices to empower users and enhance their experience with the platform.
• Foster Trusting User Relationships: Build strong, positive relationships with users through effective communication and a customer-first mindset.
• Act as the Voice of the Customer: Collaborate with internal teams by providing actionable feedback from users to improve our platform and services.
• Contribute to Team Goals and Initiatives: Support the Customer Success team in achieving KPIs and objectives, such as customer satisfaction, retention, and engagement.
• Assist in Process Improvement: Identify recurring issues or areas for improvement in customer workflows and recommend solutions to optimize the customer experience.

Qualifications:

Competencies, skills, and attributes:

• Strong Communication Skills: Exceptional verbal and written communication skills with the ability to engage with customers effectively across phone, email, and live chat.
• Problem-Solving Abilities: Analytical mindset with a knack for identifying issues, proposing solutions, and escalating when necessary.
• Customer-Centric Mindset: A genuine passion for delivering excellent customer experiences and resolving concerns with empathy and professionalism.
• Adaptability: Comfortable working in a fast-paced environment and adapting to new tools, processes, and challenges.
• Team Collaboration: Able to work effectively with team members and contribute to a supportive, team-oriented work culture.
• Curiosity and Willingness to Learn: Excited to gain hands‑on experience in a startup environment and open to feedback for personal and professional development.
• Bilingualism:You are comfortable speaking English and French, and helping our customers in both languages.
• Are an outdoor enthusiast.
• Have experience or are interested in working at a startup.
• Speak Spanish.
• Have experience using a CRM or other communication platforms such as Zendesk.

Location

The role will require you to work from our office in Centretown 3-5 days per week (different depending on the time of year).

• Fifteen paid vacation days with extra time off over the winter holidays.
• Health and dental benefits from day one.
• One paid weeklong RV rental trip every year.
• Opportunities to attend festivals, concerts, and RV shows across Canada and the U.S.
• Employee recognition platform to reward employees’ hard work.
• Frequent social events and a steady supply of coffee and snacks in the office.
• Dog-friendly work environment in the Ottawa office.
• Flexible work hours and a relaxed dress code.
• Company laptop and equipment provided.

We use artificial intelligence–enabled tools to assist with certain aspects of our hiring process, such as reviewing applications. These tools are designed to support our team, not replace human judgment. Final hiring decisions are always made by people.