Eight Ounce is looking for a Customer Experience Lead who sets the standard for what exceptional service looks like. This role owns the day-to-day performance of our CX team — ensuring every customer interaction across tickets, phone, and the showroom reflects our core values: Only the best, Customers are everything, and Take care of each other. You'll be both a hands-on contributor and a team anchor — handling escalations, coaching teammates, driving process improvements, and partnering with the Department Head on strategic CX initiatives.
Key Responsibilities
● Own the customer experience across all channels, ensuring every interaction is handled quickly, professionally, and thoroughly
● Respond to customer inquiries via phone and email, always striving for the best possible resolution
● Ensure all voicemails are returned and calls are answered promptly
● Monitor and respond to Google Reviews, representing the Eight Ounce brand with care
● Manage returns, exchanges, and warranty claims end-to-end, including direct coordination with vendors and major retail accounts on custom or complex claims.
● Administer and maintain our rewards program
● Coordinate cross-functionally with procurement, warehouse, and product specialists to resolve complex inquiries
● Support marketplace customer inquiries across platforms such as Amazon and Best Buy
● Train all CX team members on tools, processes, and company standards
● Manage team scheduling and coverage to ensure consistent service levels
● Maintain and update the CX handbook and training materials as processes evolve
● Be the go-to resource for escalated tickets, supporting teammates through complex situations
● Partner with the Department Head on projects that improve team efficiency and overall customer experience
● Maintain and improve macros, FAQ content, warranty policies, and Gorgias workflows
● Track and report on CX performance metrics, surfacing trends and opportunities for improvement
● Research and implement best practices across all CX touchpoints
● Participate in biweekly all-team and department meetings
● Hold weekly 1:1s with the Department Head to surface issues, share updates, and align on priorities
● Assist with showroom (FOH) coverage as needed
What Success Looks Like - On any given day, success means:
● Customers receive fast, thoughtful, and thorough responses across every channel
● Teammates feel supported, trained, and confident handling the full range of customer situations
● Returns and warranty claims are resolved smoothly without unnecessary back-and-forth
● Processes and documentation are current, clear, and actually used
● Issues are caught and resolved before they escalate
● Team culture reflects Eight Ounce's values in every interaction.
What You Bring
● 2+ years in a customer service lead or supervisory role, with solid experience in customer-facing positions
● Experience in e-commerce, ideally with Shopify and order management systems
● A track record of owning KPIs and holding yourself and others to a high standard
● Strong written and verbal communication — you make every interaction feel considered
● Experience with helpdesk platforms (Gorgias is a strong asset)
● Comfortable pulling and interpreting data to inform decisions — you don't shy away from a spreadsheet
● Highly organized, reliable, and calm under pressure
● Experience managing returns, RMAs, or warranty processes
● A genuine passion for customer experience and continuous improvement
● Marketplace experience (Amazon, Best Buy) is a plus
● Coffee industry knowledge is a bonus
● French language skills are a strong plus, but not a requirement.
Job Type: Full-time
Pay: $50,000.00-$58,000.00 per year
Benefits:
- Casual dress
- Company events
- Employee assistance program
- Extended health care
- Life insurance
- Paid time off
- RRSP match
- Store discount
Experience:
- Customer service: 2 years (required)
Work Location: In person
