Customer Coordinator (Ecommerce)

TL;DR

Customer Coordinator (Ecommerce): Supporting the operations of the Account Management department with an accent on process improvement and operational efficiency. Focus on resolving complex customer escalations, analyzing business trends, and managing billing and ticketing workflows.

Location: Hybrid (3 days/week in office) in Montreal, Canada

Company

hirify.global is a global one-stop commerce platform helping merchants innovate to simplify and scale their online and physical operations.

What you will do

• Identify opportunities for process improvements and tool implementation to enhance Account Management and Customer Success efficiency.
• Conduct deep-dive analyses on business trends, customer friction, and churn drivers to recommend solutions.
• Act as a high-level escalation point for complex customer issue resolution across functions.
• Manage accurate rate adjustments and follow up on overdue invoices in collaboration with AR.
• Distribute and resolve Zendesk tickets and respond to customer queries via Intercom.
• Support the AM team with billing and payment inquiries.

Requirements

• 3+ years of experience in fast-paced administrative or customer service roles.
• Experience working in a retail environment.
• Fluency in English as a working language is required.
• Stellar time management and organization skills.

Nice to have

• Fluency in French.

Culture & Benefits

• Flexible hybrid work environment (3 days/week in office).
• Lightspeed RSU program providing employee ownership.
• Unlimited paid time off policy.
• Comprehensive health insurance and wellness benefits.
• Paid leave assistance for new parents and annual volunteer day.
• Possibility for transit fees to be covered.