We’re building Toronto’s dedicated platform for home management to empower the city’s homeowners and to better connect our neighbours and the local Pros they trust. Our focus is purely on the GTA market right now. We build our property base one street at a time, and our marketplaces one neighbourhood at a time.

We’re a local tech company in every sense of the word. We believe in high-trust hyperlocal communities. And we believe that tech companies should go to work for the locally loved Pros of the GTA rather than trying to get those Pros to effectively work for the tech company.

We believe that it’s valuable business to care. We believe that this problem space deserves a form of digital transformation that the people and Pros of Toronto can trust and invest in. In this role, you’ll help keep the Quartermaster experience running smoothly by delivering exceptional support to both homeowners and Pros throughout active projects and customer interactions.

From managing project workflows to resolving support requests in real time, you’ll play a key role in ensuring projects continue moving forward efficiently and customers feel supported every step of the way. You’ll oversee multiple projects simultaneously, surface customer pain points, and help identify opportunities to improve workflows and automate manual processes. You’ll also champion the voice of the customer internally, contributing to a stronger, more responsive product and experience.

This is a great opportunity for someone early in their customer experience, support, or operations career who wants to grow quickly and make a meaningful impact. Because many active customer interactions occur outside traditional business hours, we are primarily looking for team members who are open to schedules that include early mornings (starting as early as 7:00 a.m.), evenings (ending as late as 9:00 p.m.), and weekend shifts (typically between 9:00 a.m. To support both our customers and our team, all employees receive two consecutive days off each week, including one weekend day.





This means your regular days off may be Friday and Saturday or Sunday and Monday, providing a predictable time to rest and recharge. Schedules are consistent and designed to balance customer coverage with employee well-being.

Customer

Experience & Marketplace Execution Provide fast, real-time support to homeowners and Pros during active marketplace interactions, ensuring projects continue moving forward smoothly and efficiently. Deliver a warm, thoughtful, and highly responsive customer experience that consistently exceeds expectations. Manage projects from intake through completion, ensuring accurate categorization, complete documentation, and effective Pro matching.

Recognize, troubleshoot, and escalate issues quickly to prevent stalled or disconnected projects. Quality & Continuous Improvement Maintain high standards in customer interactions and ensure a seamless experience during complex or fast-moving situations. Identify recurring customer pain points, friction areas, and process gaps, escalating insights and improvement opportunities to the appropriate teams.

Support the evolution of Hypercare processes and playbooks by documenting trends, edge cases, and frontline learnings. Collaborate closely with internal teams to ensure a responsive, consistent, and high-quality customer experience. Partner with Marketplace Operations, Community Engagement, and Pro teams to keep projects moving efficiently.

Share customer insights, behavioural trends, and recurring friction points to help improve workflows and processes. A strong customer-first mindset with genuine enthusiasm for helping people and delivering exceptional experiences. ~ Strong judgment, attention to detail,



and the ability to manage multiple conversations and tasks in a fast-paced environment. ~ 1+ years of experience in customer support, marketplace environments, or related roles, with a demonstrated ability to learn quickly and execute accurately. You want to value the equity and solve for others.

If we’re not our customer’s best choice, then we’re wasting their time. Empowerment – Any win we achieve needs to be first and foremost a win that we deliver to others, starting with our customers, and their long term best interests. VACATION AND BENEFITS We offer 30 days of PTO annually, which can be used for vacation, personal days, or illness.

In addition, our benefits plan covers health, dental and wellness to add that extra pep in our step, and help us sleep at night. We have a tech allowance benefit to help set you up for work. We have pregnancy and parental leave policies, and we’re ready to support your family’s next stage of growth.

This conversation helps us determine whether there's a strong mutual fit and gives you the chance to learn more about the team and the position. Step 2: Live Customer Chat Simulation You'll participate in a live role-play where you'll respond to complex customer escalations in writing. This exercise is designed to assess your written communication, judgment, problem-solving, and ability to remain calm while navigating challenging customer situations.

These are core competencies for success in this role. Our final stage is an in-office collaborative white-boarding session where you'll work through a business or customer operations challenge. We're building a company, not simply filling a position.

We're looking for people who can learn quickly, embrace ambiguity, improve systems, influence others, and eventually help build and lead the next generation of our customer experience organization. If you're looking for a role where you can master a well-defined set of responsibilities and stay there long-term, this may not be the right fit.

📌 Hypercare Customer Experience Coordinator (Toronto)
🏢 Quartermaster
📍 Toronto