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 (Winnipeg)
🏢 Jobtailor
📍 Winnipeg