- 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 (Toronto)
🏢 Jobtailor
📍 Toronto