Customer Experience Specialist – Evening Shift (4pm eastern midnight)

Vention is looking for an enthusiastic and dedicated Customer Experience Specialist to join the Customer Success team 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 Ventions 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 (eastern) 12:00 AM (Midnight) Monday to Friday.

• Work Environment: Remote (in-person for events)

• On-Call Window: 12:00 AM 3:00 AM (Remote on-call availability required for urgent customer troubleshooting).

Qualifications :

• Availability for the specified evening shift (4 PM eastern 12 AM) and the subsequent remote on-call window (12 AM3 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.

Additional Information :

What We Offer

• Career pathing: Real opportunities to grow through personalized development plans bi-annual employee reviews and mentorship program
• Professional development: Continuous training in performance management inclusive leadership leadership operating model team building and giving/receiving feedback
• Gender diversity & inclusion: Pay equity reviews inclusive policies and a Womens Employee Resource Group offering networking mentorship and quarterly learning sessions.
• Hybrid work: Enjoy flexibility with our hybrid model allowing you to work from home on select days.
• Community engagement: Two paid volunteering days per year to give back to causes you care about.
• Central location: Regular team gatherings and a collaborative office space in the heart of Montreal surrounded by cafés and restaurants.
• Team events: All year round employee events including annual kick-off employee summit quarterly happy hours and department events.
• Comprehensive benefits: A complete group benefits plan for you and your family that start day one.

What to Expect in Your Interview

• Initial Call
• Meet the Team
• Case or take-home interview
• Decision & Offer

Were committed to making every step of the process inclusive and accessible. If you require accommodations at any stage please let us know well 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:

• In-house coaching program with former industry executives working with small cohort of emerging leaders
• Quarterly management training on topics ranging from Giving & Receiving Feedback to Building high-performing teams to Developing your own Leadership model
• Quarterly World-Class Speaker Series featuring industry leaders sharing their perspective and lessons learned as they build their function and business
• Dedicated professional development channels sponsored by the Executive team to foster continuous professional learning
• Book allocation program to further your knowledge in your domain of expertise or any business leadership topics

Diversity Inclusion & Belonging at Vention

When you join Vention you join a team of professionals with diverse experiences backgrounds and perspectives. Together were 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.

Ventions culture

Vention is an uplifting environment for high achievers. Thinking that Ventions culture would keep you energized See our full culture guide here.

Remote Work :

Yes

Employment Type :

Full-time

Experience: years
Vacancy: 1