Customer Experience Specialist

14 Month contract (July 20, 2026 - October 1, 2027), offering a strong opportunity to transition into a permanent position. Company Description: Jiffy is on a mission to make home maintenance easy. The Jiffy app instantly matches homeowners with nearby service professionals and eliminates the hassle of scouring the internet, studying reviews, calling around, scheduling, and negotiating. With over 500,000 jobs completed, homeowners get faster, more reliable home services at pre-set rates with a satisfaction guarantee. With services across the GTA, Montreal, Ottawa, Calgary, Vancouver, Edmonton, Boston, and Chicago, we provide the opportunity to contribute to a rapidly growing startup, which was acquired by one of Canada's largest insurance companies, Intact! The Role: We are looking for a confident individual with a positive mindset who is eager to join a dynamic and fast-paced workplace. As a Customer Experience Specialist, you’ll be working directly with Homeowners and Trade Professionals to provide a top-notch experience on our platform to guarantee a smooth and efficient experience with Jiffy. Remote Position Bilingual is a bonus (French/English). Location: Canada Schedule: We are seeking two experienced Customer Experience Specialists to join our team. Each position is a fixed 35-hour-per-week schedule. Position 1 (5 days) Sunday: 3:00 PM – 9:00 PM Monday: 10:00 AM – 6:00 PM Tuesday: 8:00 AM – 4:00 PM Wednesday: 8:00 AM – 4:00 PM Thursday: 2:00 PM – 10:00 PM Position 2 (4 days) Sunday: 8:00 AM – 4:00 PM Monday: 12:00 PM – 10:00 PM Friday: 9:00 AM – 6:00 PM Saturday: 8:00 AM – 4:00 PM Please apply only if you are available to work one of these fixed schedules on an ongoing basis. Responsibilities include: Responding to all client and Pro inquiries via email, chat and text (we do not have phone support) Assisting leads, clients, and Pros navigate Jiffy (App/Web) Finding ways to improve the process and reduce user (client/Pros) challenges Assisting with daily Customer Support/Operations admin tasks Work with users to identify bugs and report them to our Dev Team You are a strategic thinker, creative problem-solver, and influential leader capable of fostering Client & Pro loyalty What we’re looking for in a candidate: 3+ years of customer service experience, with a strong focus on chat and email as primary communication channels Must have excellent written communication skills. You have a way with words & can connect easily with others Rapidly learns and retains complex information, navigates resources to find answers efficiently, and maintains structured systems to track ongoing updates and changes. High computer literacy, tech savvy and ability to navigate apps and new software Proven ability to perform effectively in high-pressure, fast-paced environments while independently managing a high volume of incoming messages (chats, emails, texts) with strong organizational skills Confidence to manage difficult situations and conversations Self-driven and proactive nature You know your way around a CRM You have experience working in Intercom (or similar platforms) You thrive in situations where there is uncertainty and are able to strategically coach customers and build strong relationships Experience with Trades and Home Renovations is a strong bonus! Compensation: $50,000-$60,000 annually, with flexibility to negotiate based on experience and qualifications.

The Customer Experience Specialist will respond to client and Pro inquiries via email, chat, and text, assisting users in navigating the Jiffy platform. They will also work on improving processes and reporting bugs to the development team.

Candidates should have 3+ years of customer service experience, particularly in chat and email communication. Strong written communication skills and the ability to manage high volumes of inquiries in a fast-paced environment are essential.

• Competitive salary $50k-$60k annually

Identified from the job description. Confirm important requirements above.

• Customer Service
• Written Communication
• Problem Solving
• Organizational Skills
• CRM
• Intercom
• Tech Savvy
• High Pressure
• Relationship Building
• Home Renovations
• Email Support
• Chat Support
• User Navigation
• Process Improvement
• Bug Reporting
• Client Loyalty

Minimum experience

2+ years