Own Fittes' customer experience end-to-end across B2C and B2B channels
Serve as the first escalation point for product feedback, marketing signals, shipping exceptions, and order problems
Operate daily in Gorgias and deliver SOPs, dashboards, and workflows
Determine which CX processes should be automated and which should remain human
Convert customer feedback into actionable data and build tracking dashboards
Write SOPs for order management, returns, and drop-shipping
Run daily CX operations and meet response and resolution SLAs
Triage the first hour of daily volume across email, SMS, chat, and phone
Communicate proactively with customers about backorders and fulfillment issues
Partner with warehouses and operations to close fulfillment gaps
Support Amazon CX escalations
Represent the Voice of the Customer in product, packaging, and marketing decisions
Build coaching and quality-assurance processes for the growing CX team
Requirements 3–5 years in customer-facing roles
Experience redesigning and improving customer-support systems and processes
Ability to simplify messy processes independently
Comfortable with strategic CX input while personally executing operational work
Advanced Gorgias




Intermediate Shopify
Introductory SAP
Introductory ERP software knowledge
Intermediate Google Suite
Developing Salesforce knowledge
Familiarity with Claude, ChatGPT, Gemini, and other AI tools
Core Competencies Demonstrates expertise in managing customer experience across B2C and B2B channels, with a focus on process improvement, automation, and effective communication. Proficient in utilizing Gorgias, Shopify, and various AI tools to enhance customer support operations and drive actionable insights from customer feedback.
Highest-signal resume keywords Customer Experience Management
Advanced Gorgias
Process Improvement
SOP Development
Data Analysis
ATS Optimization Keywords Hard Skills Customer Experience Management
Process Improvement
SOP Development
Data Analysis
Order Management
Soft Skills Proactive Communication
Problem Solving
Team Collaboration
Industry Keywords B2C
B2B
Customer Support
Fulfillment
Voice of the Customer
Tools & Technologies Gorgias
Shopify
SAP
ERP Software
Google Suite
Salesforce
AI Tools

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📌 Customer Experience Lead (Ontario)
🏢 Jobtailor
📍 Ontario