Customer Service Specialists are the team's senior resolvers, the people who take on the complex cases and the situations Associates escalate. You own the hardest problems from first contact to confirmed resolution, step in as Manager on Duty when a decision needs authority, and make the wider team better by mentoring Associates, documenting what works, and improving the processes everyone runs on. You handle customers across phone, email, and live chat, and you read the patterns across cases to catch recurring issues before they grow. It suits someone who stays composed when the pressure is highest, who wants to fix the cause rather than the symptom, and who measures their work by whether the customer and the team both come out better.
GoodMorning.com Inc. is a Canadian digitally native direct-to-consumer brands company. Our mission is to provide branded products of remarkable quality and value that customers love. We earn market share by obsessing over our customers, being relentlessly better, moving fast and doing it right, applying an ownership mindset when solving challenges, and celebrating wins together.
Competitive compensation, vacation, profit share, and equity package
100% employer-paid extended benefits - health and dental
Employee Assistance Program
125% RRSP matching (10% of salary, up to a maximum of $10k/yr)
Employee product discounts
Transportation Reimbursement
Knowing the GoodMorning product range in depth to resolve complex inquiries
Handling customer inquiries across phone, email, and live chat
Resolving complex and escalated cases while achieving extraordinary customer satisfaction
Processing orders, tracking shipments, and resolving order-related issues
Identifying upsell and cross-sell opportunities that fit the customer's needs
Keeping customer records accurate in Freshdesk and maintaining data integrity
Analyzing customer feedback to identify trends and recurring issues
Coordinating with other teams to improve service processes and customer satisfaction
Mentoring and supporting Customer Service Associates
Documenting best practices and recommending process improvements
Handling customer service through crisis situations and high-pressure events with composure
Resolving complex customer issues with a solutions-focused approach
De-escalation and composure under pressure, including during crisis events
Written and verbal communication, adapting tone and style across audiences
Coaching and mentoring team members to lift service quality
Analyzing customer feedback and data to surface trends
Managing multiple priorities independently to deadline in a fast-paced environment
Identifying upsell and cross-sell opportunities based on customer needs
Proficiency with Freshdesk or a comparable CRM platform and Google Workspace
Familiarity with KPI metrics, including First Response Time (FRT) and CSAT
French language ability is an asset
