Location: Saint-SauveurType: Full-timeSalary: CompetitiveTo apply: Details at the bottom of the pageWe build dog gear to the same standard as the equipment we trust in the mountains: technical, durable, and designed with intention. That standard doesn't stop at the product. It extends to every person who reaches out with a question, a problem, or a claim.We're looking for someone who can own the full customer relationship, not just answer tickets. Sharp with people. Sharp with systems. Comfortable building the process as much as running it.If you can solve a customer's problem, then make sure it never happens the same way twice, and still have appetite left for the bigger project on the side, keep reading.What you'll ownCustomer inquiriesFront-line support across email and social. Rapid, clear, human answers that reflect the way we talk to people everywhere else.Process and automation Identifying repetitive, low-value work and building the automations, templates, and workflows that remove it, so the role scales without just adding headcount.Returns and exchanges Owning the return process end to end, and looking for the specific frictions or product issues driving returns, then acting on them.Warranty and product feedback loop Surfacing patterns from warranty claims and customer complaints, and sharing those findings directly with our Head of Product Development, so real issues reach the people who can fix them at the source. You get satisfaction from knowing this issue will be fixed ultimately thanks to your actions.Bigger projects Beyond the day-to-day, taking on standalone initiatives aimed at real improvement: a return-rate reduction project, a new support workflow, a customer-facing resource built from scratch. This isn't a role where the day-to-day is the whole job.How you'll workYou move between direct customer conversations and the systems thinking that makes those conversations less necessary over time. One moment you're resolving a warranty claim with someone. The next you're mapping out why that claim happened, building the fix,



or scoping a bigger project to prevent the next one.Every resolution gets weighed against one question: is this fair, to the customer and to us. We don't say yes to everything. But we treat every case the way we'd want to be treated if the situation were reversed, and we expect you to hold that line even when it's easier not to.This role reports directly to our founder, with a standing line to our Head of Product Development for everything you learn from warranty claims and complaints. You'll triage, solve, automate, and report, with a bias toward finding the root cause and toward tackling the bigger fix, not just the quick close.Your days will include:Responding to customer inquiries with speed and clarityWorking resolutions that are fair to the customer and fair to us, not automatic yesesProcessing and improving the returns and exchange flowSpotting patterns in complaints, returns, and warranty claimsBuilding or refining automations that cut down repetitive workReporting product-quality signals to the Head of Product DevelopmentPicking up and driving larger improvement projects alongside the daily workWhat success looks likeCustomers get fast, real answers, not scripts. Return rates go down because the causes get fixed, not just processed.Success in this role means:Response times and resolution quality that reflect a premium brandA measurably lighter manual workload every quarter, through automationA tightening return rate, tracked and explained, not just reportedA product team that hears about real issues early, from youAt least one meaningful improvement project shipped beyond day-to-day supportSupport processes that hold up as order volume growsWho you areYou are equal parts problem-solver and systems-builder.



You care about the person on the other end of the email, but you also care about why the same issue keeps showing up, and you're not satisfied fixing only what's in front of you.You like ownership. You don't wait to be told to fix something. You notice patterns. You communicate clearly, in writing and out loud. You get bored doing only the repeatable parts of a job.You might be a fit if:You've worked in customer support, experience, or operations, ideally for a product-based brandYou can build or configure automations and workflows, even without an engineering backgroundYou understand what drives returns and how to reduce themYou can turn scattered complaints into a clear signal for a product teamYou have strong instincts for tone and can write the way a premium brand should soundYou're organized, reliable, and energized by a bigger project, not just a queueBilingual, spoken and written French and English, our customers write in bothBonus points if you're extroverted and comfortable on the phone, since we may open a customer line down the line, or if you have experience with help desk or automation tools and e-commerce returns management.What we offerThis is a driver-seat role. Your process improvements and bigger projects won't sit in a deck. They'll ship.We offer:Real ownership of the customer experience, from first reply to root causeA fast feedback loop where your input reaches product decisions directlyHigh standards, low politics, direct collaboration with the founderRoom to build the systems, automations, and bigger projects you think the role needsA brand with a point of view, building equipment-grade dog gear, not pet accessoriesCompetitive compensation and room to grow with the teamIf you want a role where the day-to-day is only half the job, you'll like it here.This role is based in Saint-Sauveur, in person. Or the role can start as hybrid to be ultimately in person.We value in-person collaboration, especially for problem-solving and moments where fast decisions matter.Not the right fit? Swap it free, no questions asked. Read on

📌 Customer Experience Lead (Sainte-Adèle)
🏢 Commerce c.labs
📍 Sainte-Adèle