Operations & Support Associate

Rokt; Calgary; On-site; CAD 50,000 - 80,000; Full time

Job summary

A leading ecommerce company in Calgary seeks an Operations & Support Associate to enhance customer support through live chat and email. Candidates will identify inefficiencies and innovate solutions within the support workflow. Ideal candidates are analytical, tech-savvy, and collaborative. The role offers competitive compensation and opportunities for growth and learning in AI and automation.

Benefits

Equity ownership

Daily meals and snacks

Gym access

Extra leave

Travel opportunities

Qualifications

• Ability to deliver empathetic customer support.
• Comfortable using data for decision-making.
• Excited about AI and automation.

Responsibilities

• Provide customer support through live chat and email.
• Identify and improve inefficiencies in workflows.
• Collaborate with teammates to enhance resources.

Skills

Analytical

Tech-savvy

Collaborative Communication

Job description

Overview

We are Rokt, a hyper-growth ecommerce leader. Rokt is the global leader in ecommerce, unlocking real-time relevance in the moment that matters most. Rokt\'s AI Brain and ecommerce Network powers billions of transactions connecting hundreds of millions of customers, and is trusted to do this by the world\'s leading companies. We are a team of builders helping smart businesses meet customer needs and generate incremental revenue.

Target total compensation ranges from $57,000 - $92,000 CAD, including a fixed annual salary of $50,000 - $80,000 CAD, an employee equity plan grant, and world-class benefits. Equity grants are issued in good faith, subject to company policies, board approval, and individual eligibility.

About The Role

Position: Operations & Support Associate

As an Operations & Support Analyst, you\'ll spend most of your time directly supporting AfterSell merchants through live chat and email, but this is just the starting point. You\'ll also identify customer pain points and internal inefficiencies, then design smarter, faster ways to improve them. Whether it\'s rethinking policies, automating repetitive tasks, or helping merchants help themselves, this role is built for someone who wants to improve support from the inside out.

Shifts

On the Customer Support team we work in shifts. The available shifts are:

• Shift #1: 8am-4pm MST, Monday-Friday (Weekends off)
• Shift #2: 12pm-8pm MST, Saturday-Wednesday (Thursdays and Fridays off)

What You'll Do

• Deliver top-tier customer support through live chat and email with empathy, clarity, and a helpful attitude
• Identify and fix inefficiencies in support workflows, policies, and team habits
• Collaborate with team members to improve internal tools, macros, and merchant-facing resources
• Think critically about the tradeoffs between speed, quality, and personalization in support
• Experiment with new approaches that make merchant interactions smoother and more impactful

Who You Are

• Background Agnostic: we value how you think, learn quickly, and deliver results over specific degrees or titles
• Analytical & Resourceful: you use data to drive decisions, break problems down to first principles, and welcome unfamiliar challenges
• Tech-Savvy Innovator: you are excited about AI, automation, and new technologies
• Self-Starter with Ownership: you take initiative to drive projects from idea to implementation and own the results
• Adaptable & Resilient: you handle ambiguity and iterate when plans change
• Collaborative Communicator: you can explain complex ideas simply and rally others around change

Benefits

• Impact Across the Business: exposure to multiple areas of the business, enabling you to improve how all teams operate
• Innovate with AI: opportunities to apply AI and automation internally
• Endless Learning: regular opportunities to expand expertise across operations, analytics, and product
• Empowered Culture: autonomy to innovate with support and recognition for results
• Great Environment & Benefits: equity ownership, growth opportunities, and well-being perks

About The Benefits

We leverage best-in-class technology and market-leading AI/ML, supported by a fantastic and inclusive culture with a strong perks program. We offer equity, daily meals and snacks, gym access, extra leave, and opportunities to travel to offices in New York, Seattle, Sydney, Tokyo and London.

We believe we\'re better together. We are in the office most days (teams are in the office 4 days per week).

Equal Opportunity

Rokt is committed to equal employment opportunities regardless of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

Application Process

If this sounds like a role you\'d enjoy, apply here, and you\'ll hear from our recruiting team. Note: The first stage of the recruitment process for this role is to complete a 15-minute online aptitude test and an employee personality profile assessment, which will be sent to your application email. Successful candidates will be contacted to discuss next steps.