Description

We are Rokt. We are the global leader in ecommerce, on a mission to make every transaction more relevant. We’ve built our business around the Transaction Moment™, the span from cart to confirmation where customer attention and intent peak, and where more than 90% of a business's ancillary revenue potential sits untapped. The Rokt Brain leverages advanced machine learning to determine the next best action for every customer in real time across the Rokt Network, powering 13 billion transactions a year for brands like: Live Nation, Fanatics, Macy's, AMC Theatres, PayPal, Uber, Hulu, Albertsons and more. Since 2012 we've grown from a Sydney startup, to a $3.5B company with 700+ Rokt'stars across eight offices and 15 markets, sustaining a Compound Annual Growth Rate of 40%+ for over a decade.

At Rokt, we practice transparency in career paths and compensation, which is why we have a well-defined career ladder with clear compensation and career paths based on competency and ability.

We are looking for an Customer Solutions Specialist

Target total compensation ranges from $67,000 - $74,500, including a fixed annual salary of $60,000 - $67,500, an employee equity plan grant, and world-class benefits. This is the expected range for the role. Final compensation is determined by the level assessed through the interview process and based on how your experience and skills map to our career ladder. Equity grants are issued in positive faith, subject to company policies, board approval, and individual eligibility.

About the Role:





AfterSell by Rokt is a dynamic team dedicated to empowering eCommerce merchants and driving success in the ever-evolving digital landscape.

As a Customer Solutions Specialist, you’ll play a key role in supporting our partners as they navigate the Aftersell application. Your primary responsibility will be to assist customers through live chat to support them in having the best experience using our product. This involves providing timely and accurate information, troubleshooting technical problems, addressing concerns or complaints in a professional and empathetic manner, and passing product feedback along to our RPD Teams.

You’ll also be responsible for working on projects to help strengthen and empower the Support Team in the form of experimenting with review generation, partner onboarding, and more.

We are an AI-first company. We're a team of builders. That means the person who spots the problem is usually the person who fixes it, and "someone should build a tool for that" is treated as a volunteer sign-up sheet. We use AI and automation tools to move faster, and expect you to figure things out when the path isn’t obvious. If you prefer established processes and clearly defined lanes, you probably won’t like it here.

How your future team uses AI:

- Triage incoming live-chat conversations, helping route customers to the right person and prioritize urgent or complex issues.
- Accelerate technical troubleshooting by helping the team investigate issues, identify potential causes, and validate solutions before responding.
- Identify recurring support themes and develop scalable processes and automations to improve the customer experience.

📌 Customer Solutions Specialist (Calgary)
🏢 mParticle
📍 Calgary