Customer Success Specialist Ecomm

Joseph Ribkoff Inc.; Dorval; On-site; CAD 42,000 - 66,000; Full time

Job summary

Joseph Ribkoff is seeking an Ecommerce Customer Success Specialist to support customers via phone, chat, and email, in English and French. You will ensure seamless order management and deliver a world-class experience in a fast-paced ecommerce environment.

You will collaborate with marketing, operations, and logistics to ensure timely order fulfillment, handle returns and inquiries, and identify opportunities to enhance satisfaction and loyalty.

Qualifications

• 2+ years of customer service experience in ecommerce, fashion, or retail.
• Fluency in English and French (spoken and written).
• Experience supporting customers across phone, chat, and email.
• Strong written communication with tone and clarity.
• Familiarity with ecommerce platforms (e.g., Gorgias & Shopify).
• Excellent organizational skills with multi-case handling.
• Customer-first mindset with premium brand expectations.

Responsibilities

• Respond promptly to customer inquiries across phone, chat, and email in English and French
• Support customers with orders, returns, exchanges, shipping, payments, and product information
• Provide guidance on sizing, fit, styling, and product availability
• Resolve issues professionally while maintaining brand tone
• Document interactions accurately and update customer accounts in the service platform
• Identify opportunities to improve customer experience or suggest additional products
• Escalate complex or sensitive issues to the appropriate internal teams
• Collaborate with marketing, operations, and logistics teams to ensure timely and accurate order fulfillment
• Maintain a thorough understanding of brand collections, promotions, and policies

Skills

Bilingual EN/FR

Ecommerce CS experience

Multi-channel support

Strong written comms

Fashion retail knowledge

Tools

Gorgias

Shopify

Job description

Joseph Ribkoff designs classic and contemporary garments for fashion-forward women with a youthful state of mind. Each one of our carefully tailored pieces offers the effortless fashion, fit, and quality that we’ve been synonymous with.

Over the years, the brand has blossomed into a touchstone for timeless, youthful style. Driven by a passion that has never ceased to propel our company’s vision, Joseph Ribkoff has been an ally to women, dressing them with flair and perfect fit for over 65 years. From our quality and distinctly designed products to our unwavering commitment to retail partners, Joseph Ribkoff’s values resonate in everything we do and create.

Today, his legacy lives on through the work of a devoted, talented team operating from the four corners of the world. Sold in over 60 international markets, Joseph Ribkoff is a global emblem of quality and elegance.

Montreal Corporate Head Office, where most of their employees are based, offers career opportunities in Design, Operations, Sales, Marketing, Finance, IT and HR as well as in the Production and Warehousing facilities.

Objective

The Ecommerce Customer Success Specialist supports Joseph Ribkoff’s customers by providing courteous, professional assistance via phone, chat, and email. Acting as a key touchpoint for English and French speaking customers, this role ensures seamless order management, resolves inquiries efficiently, and delivers a consistent, world-class customer experience. The objective is to maintain high operational efficiency in a fast-paced ecommerce environment while identifying opportunities to enhance customer satisfaction and foster long-term loyalty.

Responsible For

• Respond promptly to customer inquiries across phone, chat, and email in English and French


• Support customers with orders, returns, exchanges, shipping, payments, and product information


• Provide guidance on sizing, fit, styling, and product availability


• Resolve issues professionally while maintaining the Joseph Ribkoff brand tone


• Document interactions accurately and update customer accounts in the service platform
  
• Identify opportunities to improve customer experience or suggest additional products


• Escalate complex or sensitive issues to the appropriate internal teams


• Collaborate with marketing, operations, and logistics teams to ensure timely and accurate order fulfillment


• Maintain a thorough understanding of brand collections, promotions, and policies

Required QualificationS

• 2+ years of customer service experience, ideally in ecommerce, fashion, or retail


• Fluency in English and French (spoken and written)


• Experience supporting customers across phone, chat, and email


• Strong written communication skills with attention to tone and clarity


• Familiarity with customer service and ecommerce platforms (e.g., Gorgias & Shopify)


• Strong organizational skills and ability to manage multiple cases


• Customer-first mindset with an understanding of premium brand expectations.


• Interest in fashion and appreciation for quality, fit, and craftsmanship.

Joseph Ribkoff is an equal opportunity at will employer and does not discriminate against any employee or applicant for employment because of age, race, religion, color, disability, sex, sexual orientation or national origin.