Based in York Region, telMAX is a private equity-backed all fibre digital infrastructure platform that provides a 21 st century alternative to traditional telecom networks. Recognized for four consecutive years as Canada's Fastest ISP with an industry-leading net promoter score of over fifty, telMAX is continuing its rapid growth plan to bring its all-fibre network to residential and business customers across Southern Ontario. Reporting to the Director, Customer Operations, the Customer Service Advocate is a senior customer service position and will own and manage escalations that flow in from CCTS, BBB and Resident Relations queues and monitor transactional surve y results for issues needing resolution .

The Customer Service

Advocate acts as the voice of the customer inside telMAX , resolving complex complaints, bridging gaps between departments, and improving overall satisfaction . Manage the day-to-day intake of escalations from CCTS, BBB and Resident Relations avenues, managing issues to resolution. Coordinate handoffs and alignment with Construction, Technical Support Tier 3, network and field operations, Billing, Sales and Marketing to ensure a seamless end-to-end customer experience.

Ensure adherence/ compliance to applicable regulatory requirements. Monitor survey results and action feedback from customers with the intent of continuous improvement. Sound judgement on escalations, retention decisions and sensitive customer situations.

Working knowledge of retention levers, technical support workflows and provisioning handoffs.



Strong written and verbal communication skills, including clear reporting to senior leadership. Minimum 2 years of experience in customer operations or customer service.

Telecommunications, ISP or subscription-based industry experience is an asset. Proficiency in CRM and ticketing systems (Zendesk an asset ) and the Microsoft Office Suite (Word, Excel, Outlook) .

Experience with quality assurance programs, SLA management and operational reporting. Post-secondary education in business administration, operations management or a related field, or equivalent experience Performance & Commitment We hold ourselves to the highest standards, delivering exceptional results through dedication, accountability, and continuous improvement. We leverage our collective strengths, achieve shared success and deliver exceptional results for our customers and teams. ~ Customer Centricity In every decision we make, we think through the customer's lens.

We know that anticipating and exceeding their expectations isn't just positive service— it's the foundation of who we are. By staying deeply connected to our customers' needs, we build loyalty, enhance our reputation, spark positive word-of-mouth and drive company growth. ~ Benefits (Medical, Dental, and Vision) Health Spending Account (HSA) Equity Statement In accordance with the Accessibility for Ontarians with Disabilities Act (AODA), accommodations are available on request for candidates during the selection process as well as throughout employment.

📌 Customer Service Advocate (Markham)
🏢 telMAX
📍 Markham