Specialist, Global Customer Experience Support
- Montreal, QC
- Permanent
- Full-time
Department: Consumer ExperiencePosition OverviewAs a Consumer Support Specialist, you will be a key player in delivering a best-in-class customer experience by managing the day-to-day operations and processes that support the fulfillment of direct-to-consumer (DTC) orders. You will be a subject matter expert on business and order support processes and ensure seamless coordination across payment, fulfillment, logistics, and returns workflows. This role is critical in resolving customer issues efficiently while identifying and supporting continuous process improvement opportunities to enhance the customer experience, reduce operational friction, and prevent loss.This global role requires adaptability to region-specific processes and collaboration with internal and external partners across fulfillment, carriers, finance, and customer service. The ideal candidate brings excellent problem-solving skills, attention to detail, and a proactive mindset to optimize DTC operational support.Key ResponsibilitiesOrder & Payment Management
- Is a subject matter expert on order status, flow and experience for the customer
- Investigates and manages order flow exceptions and develop actions to resolve for customer; partner with internal teams including warehouse and logistics, IT, Inventory as well as 3rd parties as needed for solutions
- Administers SKU substitutions, privacy/data requests, and warranty exceptions.
- Investigates and resolves payment-related issues, including customer disputes and chargebacks
- Investigates orders and accounts for fraud and actions accordingly
- Responds to escalation tickets and customer queries related to orders and payments
- Is a subject matter expert on the returns flow and experience for the customer
- Processes return exceptions and handle refund requests across all channels, as needed
- Partners with the reverse logistics team and carriers to investigate returns exceptions or process delays
- Responds to escalation tickets and customer queries related to returns processing and refunds
- Creates and maintains standard operating procedures for areas of scope
- Maintain system blocklists and create staff discount codes as needed
- Log and track activity in Zendesk and other CX systems accurately and consistently
- Act as a point of contact for real-time support requests from internal and external operational teams
- Partner cross-functionally with warehouse operations, logistics, inventory, IT, planning, and other teams as needed for customer solutions
- Partner with external teams including contact centers, warehouses, and carriers on escalations, tracking, claims, and customer communication/response
- Communicate with customers and stakeholders clearly and professionally to ensure timely updates and resolutions
- Identifies opportunities to enhance / redesign current processes for enhanced customer experience and internal efficiency
- Identifies and escalates trends in customer calls and tickets with proposed solutions
- Supports the creation, updating, and optimization of internal processes and policies as well as their documentation
- Consumer-centric mindset
- Experience with order management, returns, and back-office processes supporting DTC operations
- Exhibits strong follow up skills and is able to drive issues or tasks to completion
- Possesses strong problem-solving skills, with the ability to find creative solutions
- Ability to follow established procedures while identifying areas for improvement
- Strong organizational skills and attention to detail
- Excellent written and verbal communication skills
- Ability to manage multiple priorities and adapt in a fast-paced environment.
- Familiarity with order management and customer support systems (e.g., Zendesk).
- Team player with the ability to build positive working relationships across departments.
- Resilient, adaptable, and open to change