Online Billing & Support Agent - Seasonal Contract Full-time
Department: Other
Employee Type: Contract
Full-Time/Part-Time: Full-Time
Compensation: up to CAD 20 - hourly
Indigo is a physical and digital place inspired by and filled with books, ideas, beautifullydesigned lifestyle products, and the creative people who help make it all happen. We believein real books, living life fully and generously, being kind to each other and to the environment,and that stories — big and little — connect us. Indigo is our customer's happy place — for joyfulmoments of discovery and to connect with people who share their passion for reading, theirbelief in ideas, and their commitment to making the world a better and more beautiful place.
OUR GUIDING PRINCIPLES Our Mission is to inspire reading and enrich the lives of booklovers. As such, we believe inthe power of people and their stories. We aim to attract top talent, nurture the potential ofour employees, and create space for everyone to thrive. OurGuidingPrinciples are thefew key ideas that are meant to influence everything we do, every day.
We Will Hire, Inspire, Promote and Retain the Best – A’s Hire A’s
We Will Be Data Driven – System Thinking – Entrepreneurial
We are Committed to True and Shared Value Creation
We Will Be Human-Centered and AI Enabled
We are Committed to Caring About Each Other, Our Communities, Our Environment
MISSION The Online Billing and Support Agent is responsible for supporting Customers, Stores and Customer Service via telephone, live chat, and email with account and order concerns and general inquiries. In addition, tasks include recovery of failed settlements, chargebacks, billing related inquiries, refunds/adjustments and order status updates. The ideal candidate must have strong communication skills, a keen sense of customer service excellence and place a high value on attention to detail and accuracy.
KEY PERFORMANCE METRICS Follow through on assigned tasks with efficiency and high quality
Maintain a high degree of accuracy when completing tasks
Customer Contacts handled per week
CSAT score on resolved incidents
KEY ACCOUNTABILITIES Functional Respond to general Customer Service inquiries, presenting customer-focused solutions in both a timely and positive manner to address, influence,



and resolve customer needs to their full satisfaction while balancing the impact to the business
Recover failed settlements
Effectively resolve billing related inquiries, including invoice requests, chargebacks and refunds and adjustments
Effectively resolve customer and/or order related problems, escalating issues, bugs and concerns to the appropriate channels
Provide phone and email support to our Customers, Stores and Customer Service Team
Investigate late orders using various tools and applications. Work with internal departments and external vendors for product updates and estimated shipping timeframes.
Follow through on assigned tasks with efficiency, accuracy and high quality
Act as an advocate for the customer by placing them at the forefront of all decision-making and design processes
Proactively identify and anticipate customer expectations and needs
Embrace and seek out technology that creates high tech and high touch solutions for Indigo’s customers
Challenge the status quo by consistently identifying areas for improvement, diagnosing issues and working to resolve them
People Collaborate with others to drive flexible and iterative solutions, quickly and easily
Share technical knowledge with others and actively seek to learn from those more knowledgeable than yourself
Help others see the impacts of their efforts and proactively engage other functions to get input
Encourage others to freely share their point of view and be open to feedback
Cultural Model Indigo’s beliefs and convey a positive image in everything you do
Celebrate diversity of thought and have an open mindset
Take an active role in fostering a culture of continual learning, taking risks without the fear of making mistakes
Embrace, champion and influence change through your team and/or the organization
SCOPE Reports to: Manager, Customer Service
Manager once Removed (MOR): VP, Customer Experience & eCommerce




KEY RELATIONSHIPS Internal Ability to work cross-departmentally building support relations with the Distribution Centre, Inventory Analysts, Information Technology, Marketing, Retail, Finance, Loss Prevention, Corporate Sales and Customer Service.
External Work with vendors and financial institutions
Work Experience / Education / Certifications Secondary School Diploma
2+ years Customer Service Experience
Employment is contingent upon the successful completion of a credit check.
Excellent communication skills, both verbal and written
Robust organizational skills with ability to handle multiple projects simultaneously while meeting deadlines and reacting quickly to shifting priorities
Motivated and optimistic
Able to handle stressful situations involving irate customer escalations
Knowledge of Excel
Works well independently with minimal supervision
Detail oriented, with an emphasis on accuracy and quality
Call Centre experience an asset
Indigo uses artificial intelligence (AI) tools to assist with certain aspects of the hiring process, such as screening and assessments. These tools support our team but do not replace human judgment. We are committed to using AI responsibly, fairly, and in compliance with applicable employment and anti-discrimination laws. We regularly review these tools to help prevent bias or discrimination.
At Indigo, Diversity, Equity, Inclusion, and Accessibility are core to our values. We integrate these principles into our training, policies, and hiring practices and continuously evolve to reflect the needs of the communities we serve. We welcome applicants from all backgrounds and lived experiences, including but not limited to individuals who identify as BIPOC (Black, Indigenous, and People of Colour), members of the 2SLGBTQIA+ community, and persons with disabilities. If you require an accommodation during the recruitment process, please contact Human Resources at [email protected] .
We respect your privacy throughout the recruitment process. Our Candidate Privacy Notice explains how we collect, use, and protect your personal information when you apply for a role with Indigo, and the choices available to you.
This posting is for a current opportunity within Indigo.

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📌 Online Billing & Support Agent - Seasonal Contract (Ontario)
🏢 Indigo Books & Music
📍 Ontario