Customer Service Specialist

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.

Benefits And Perks

• 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

In this role, you will

• 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

Our ideal candidate

• 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

Requirements

• Minimum of three years experience in a customer service role; direct call center experience is preferred
• High school diploma minimum; bachelor's degree preferred.