Vention·3 days ago
Vention is looking for an enthusiastic and dedicated Customer Experience Specialist to join the Customer Success team in Montreal. In this role, you will provide first-class customer support to ensure peak customer satisfaction. You will track all points of customer engagement, address customer queries, and identify ways to improve our customer services.
We are looking for a technical thinker whose expertise results in excellent customer relationship management and a positive brand image. More specifically, you will:
Become an expert on Vention’s platform and help our customers navigate the ecosystem.
Support our customers along the entire sales cycle and streamline their customer experience.
Manage live-chat and phone calls, ensuring proper routing across the organization.
Process order changes and return authorizations, track shipments, and proactively solve problems.
Engage with customers via surveys, proactive calls, and other touchpoints.
Partake in weekly case meetings, helping identify opportunities to continuously improve customer service.
Shift & Availability
Schedule: 4:00 PM – 12:00 AM (Midnight), Monday to Friday.
Work Environment: Hybrid (a mix of in-office collaboration and remote work).
On-Call Window: 12:00 AM – 3:00 AM (Remote on-call availability required for urgent customer troubleshooting).
Availability for the specified night shift (4 PM–12 AM) and the subsequent remote on-call window (12 AM–3 AM). (Note: On-call duties include additional compensation and guaranteed rest-period time relief following any night calls).
Curiosity and independence to effectively structure and lead troubleshooting investigations.
Clear and effective communication skills.
A deep commitment to customer outcomes, doing what it takes to ensure a positive experience.
Resilience, diplomacy, and calmness under pressure.
Fluency in both English and French (written and spoken).
Comfort working in a fast-paced, rapidly evolving environment.
What We Offer
What to Expect in Your Interview
We’re committed to making every step of the process inclusive and accessible. If you require accommodations at any stage, please let us know, we’ll ensure you have what you need to succeed.
Professional Growth & Development
Vention believes strongly in promotion from within. For this reason, we structured a comprehensive professional development program that elevate high-performing individuals who deeply understand the inner workings of Vention. This program encompasses:
Diversity, Inclusion & Belonging at Vention
When you join Vention, you join a team of professionals with diverse experiences, backgrounds, and perspectives. Together, we’re building a workplace where everyone belongs, feels valued, and can achieve extraordinary results.
We celebrate differences in ideas, in experiences, and in people. Our initiatives in gender equity, career growth, and leadership development are designed to create real opportunities for everyone to thrive.
Vention’s culture
Vention is an uplifting environment for high achievers. Thinking that Vention’s culture would keep you energized? See our full culture guide here.