Senior Operations Coordinator

SELLIT9; Toronto; Hybrid; CAD 90,000 - 130,000; Full time

Job summary

SELLIT9 is seeking a driven Customer Operations leader in Toronto to own and optimize our service engine. You will map messy processes into scalable systems, develop SOPs, and drive performance across Buyer Delinquency, Escalations, and Trade Quality.

You’ll partner with Buying and Engineering, triage issues quickly, and leverage AI-enabled tools to scale operations.

Qualifications

• Experience building SOPs, knowledge bases, or operational documentation that teams actually use.
• Data-driven mindset: you know why metrics moved and what to do about it.
• Experience developing team members into owners.
• Ability to work across Customer Operations, Buying, and Engineering.

Responsibilities

• Make confident, timely decisions balancing customer experience with growth, and know when to escalate or own it.
• Build and maintain a centralized Knowledge Center: SOPs, processes, and learnings.
• Manage team scheduling and support coverage.
• Identify capacity constraints and recommend hiring or delegation.
• Assign ownership areas and establish KPIs across Buyer Delinquency, Escalations, and Trade Quality.
• Partner with the Buyer Manager on clear communication and scalable cross-team processes.
• Be the voice of the CX team and surface what’s working, what’s stuck, and what matters most.

Skills

Process design

Data-driven decision making

Cross-functional collaboration

AI tooling

Team coaching

Tools

Knowledge Base Software

AI automation tools

Job description

About the Role

Our Customer Operations team is the engine that keeps the flywheel turning: every order processed cleanly, every trade deal executed well, and every decision made in service of our two North Stars, GMV and Revenue. This seat is the operator who makes sure that engine runs.

You are both an operational owner and a task-completer. You're the person who looks at a messy process and immediately starts mapping how to fix it, not because someone asked, but because you can't help it. You build systems that make the people around you better.

You thrive where the rules are still being written. And when something is going sideways, you're the one who flagged it two weeks ago. Come ready to talk about a process you built and a call you made without full information.

What You'll Do

• Make confident, timely decisions that balance customer experience against growth, knowing when to escape and when to own it.
• Build and maintain a centralized Knowledge Center: SOPs, processes, and learnings documented in the system.
• Manage team scheduling and support coverage.
• Proactively identify capacity constraints and recommend when to hire or delegate.
• Assign ownership areas and establish measurable KPIs across Buyer Delinquency, Escalations, and Trade Quality.
• Partner closely with the Buyer Manager on clear communication and scalable cross-team processes.
• Be the voice of the CX team: surface what's working, what's stuck, and what matters most.

Apply if you

• Have an ownership mindset: you measure yourself against GMV and Revenue, not task completion.
• Have built SOPs, knowledge bases, or operational documentation that teams actually use.
• Are data-driven: you don't just report a metric, you already know why it moved and what to do about it.
• Have experience developing team members into owners.
• Work comfortably across Customer Operations, Buying, and Engineering.
• Have startup DNA: you triage well, move fast, and know which corners are safe to cut.
• Work AI-natively, using AI agents and automation tools as a daily force multiplier.

Even better if you have

• Experience in recommerce, logistics, or high-volume customer operations at a scaling startup.
• Bilingual English / French.