Bilingual Customer Experience Specialist

Endy is setting the benchmark in customer experience. This is a real opportunity to help us build a customer-centric company and contribute to our growth. As a full-time Bilingual Customer Experience Specialist, you’ll represent the Endy brand on the front lines. While this is no sales role, you uphold an influential approach to provide best-in-class customer experience and manage customer relationships with uncompromising expertise, knowledge, and warmth.

What You'll Do

• Manage customer relationships by taking ownership of inquiries and representing the Endy brand
• Be resourceful and use all available tools to handle various situations
• Represent the Endy brand with best-in-class customer experience, helping customers with their inquiries through email, chat, phone, and social media
• Provide daily updates to other Customer Experience team members
• Efficiently identify and solve problems for customers
• Communicate and manage relationships with various suppliers and vendors
• Work in cross-functional teams to improve overall customer service, and think proactively about enhancing our products, services, and protocols
• Capture customer insights and product experiences to report back to the Endy team

Who You Are

• Bilingualism (French/English) is required
• Familiar with e-commerce/help desk tools such as Shopify, Zendesk, Fulfil.io, or similar systems is an asset
• Empathetic individual with great interpersonal skills
• Able to prioritize and multitask with a positive attitude
• Proven ability to take ownership and with little to no supervision
• Must be availble on a full-time basis with the following hours: 2pm-10pm EST Monday - Wed, 10am-6pm EST Saturday and Sunday
• Skilled at working with all types of customer personalities, understanding customer needs, and de-escalating issues
• You've worked in customer experience, sales, or community management before, preferably at a retail or e-commerce company
• Comfortable with ambiguity and being a touchpoint for customers to make the best of their Endy shipping, delivery, sleep, and return experience
• Natural communicator with the ability to communicate complexity in easy-to-understand terms

What We Offer

• Health & lifestyle benefits
• Annual wellness days
• Flexible vacation policy
• Mental health support program
• Parental leave program
• Endy products & discounts
• Virtual team events

Don't meet every single requirement? At Endy, we are dedicated to building a diverse, inclusive, and authentic workplace, so if you're excited about this role but your past experience doesn't align perfectly with every qualification in the job description, we encourage you to apply anyways. You may just be the right candidate for this or other roles!

We thank all applicants for their interest in Endy; however only those selected for an interview will be contacted.

Endy is proud to be an equal opportunity employer. We are committed to ensuring a fair and equitable recruitment and selection process, and cultivating a diverse and inclusive workplace for all employees. Accommodations in accordance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act are available upon request at all stages of the employment process.

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