Are you a clear communicator who loves trading card games, ecommerce, and keeping a gaming community thriving?

We are looking for a Digital Customer Experience Specialist to join our team. In this role, you will be the voice of our brand—handling high-volume customer inquiries, navigating tricky interactions with calm empathy, and helping to ensure high-demand releases run smoothly and fairly.

If you excel under pressure, love solving problems, and enjoy helping players get the most out of their TCG passion, this role is for you!

Key Responsibilities:

Customer Support & Community Experience

- Frontline Communication: Respond to customer inquiries across email and digital channels with clear, friendly, and informative and solutions-focused guidance.
- Problem Solving: Handle difficult or sensitive customer situations (delays, damages, cancellations, or release frustrations) with patience, fairness, and in keeping with maintaining and building trust with our community.

Ecommerce & Raffle Operations

- Raffle Integrity: Screen raffle entries to detect and eliminate bot submissions or suspicious accounts, ensuring fair access for genuine community members.
- Raffle Communication: Work with our Ecommerce Operations Coordinator to streamline raffle invoicing, payment timelines, and FAQ updates (e.g., combined shipping).
- Account Tracking: Handle combined order refunds, loyalty point inquiries, and pricing questions accurately alongside internal team members.

Shipping & Fulfillment Support

- Order Processing: Verify incoming orders and process shipping labels using ShipStation.
- Warehouse Collaboration:



Partner with the warehouse team during high-volume drop days to maintain steady packing and dispatch flow.
- Logistics & Claims: Track delayed or lost shipments via eShipper and Canada Post, file claims when necessary, and ensure timely resolutions for impacted customers.

What We’re Looking For

- Communication Skills: Excellent written and verbal communication with a knack for ensuring customer satisfaction, including with more difficult conversations and situations.
- TCG & Gaming Familiarity: Knowledge of Trading Card Games (MTG, Pokemon, Lorcana, etc.) is an asset, or a strong eagerness to learn the products and player culture.
- Detail-Oriented & Organized: Able to screen suspicious transactions, verify card conditions, and manage order adjustments accurately.
- Logistics Tech Savvy: Prior experience or familiarity with Zendesk, ShipStation, eShipper, Wordpress, ecommerce platforms.
- Team Player: Strong collaboration skills to work across warehouse staff, ecommerce coordinators, and store operators.

Key Requirements

- 1–2+ years of experience in customer service, ecommerce support, or retail/hospitality.
- Experience handling customer conflict resolution in a fast-paced environment.
- Ability to work on-site for fulfillment operations multiple days a week with some flexibility to work remotely.
- Comfortable standing/moving during shipping shifts and handling delicate merchandise.

Compensation & Perks

- Hourly: Between $20.00 – $23.00 per hour depending on experience
- Benefits: Eligible for employee advantages following the successful completion of probationary period.

Pay: $20.00-$23.00 per hour

Application question(s):

- How many years have you worked in a Digital Customer Experience role?

Work Location: Hybrid remote in Surrey, BC

📌 Digital Customer Experience Specialist (Surrey)
🏢 Zephyr Epic
📍 Surrey