Senior Customer Experience Specialist
About the role
Department: DTC
Reports To: Ecommerce Director Location: Montreal, QC Status: Full-Time, Permanent Target Start Date: Summer 2026 Salary range: $62,000-70,000/year
Join a Brand Built for City Life
Founded in Montreal in 1987, La Canadienne is a Canadian company known for combining European design with Canadian sensibility. From its headquarters in Montréal, the company designs and develops footwear, outerwear, and accessories created for modern urban living.
Built on a no-compromise philosophy, La Canadienne brings together design, performance, and craftsmanship to support life in the city through every season. Signature styles feature City Dry™ waterproof technology, engineered to keep feet dry and comfortable while maintaining refined design. Supported by dedicated teams across design, wholesale, e-commerce, marketing, customer experience, finance, and retail, La Canadienne works collaboratively to bring thoughtfully designed products to customers across North America and beyond. Each piece reflects the company’s commitment to quality materials, craftsmanship, and products made for life in the city.
Now, we’re looking for a dedicated Senior Customer Experience Specialist who wants to grow with us.
Role Overview
The Senior Customer Experience Specialist is responsible for delivering exceptional customer support across all customer touchpoints while helping maintain efficient customer service operations. As the senior member of the Customer Experience team, this role serves as a key resource for escalated issues, process improvements, reporting, and operational support.
Reporting to the Ecommerce Director, the role focuses on responding to customer inquiries, resolving complex issues, managing returns and claims processes, and providing valuable customer insights to support the Ecommerce business. The position collaborates closely with Ecommerce, Operations, Warehouse, Retail, and Product teams to ensure a seamless customer experience. During peak business periods, this role may provide guidance and support to junior customer service team members and assist with workload coordination.
Key Responsibilities
Customer Service & Customer Experience Serve as the primary point of contact for customer inquiries through: Email Live Chat Customer service platforms Respond to customer inquiries promptly, professionally, and accurately.
Resolve issues related to
Orders Returns and exchanges Shipping and delivery Product information Inventory availability Promotions and website inquiries Maintain service standards for response and resolution times. Ensure every customer interaction reflects the company's brand values and service expectations.
Escalation Management
Handle complex customer concerns and escalated cases. Investigate issues requiring cross-functional collaboration. Work with Operations, Warehouse, Retail, and Ecommerce teams to determine appropriate resolutions. Identify recurring issues and recommend process improvements.
Returns, Refunds & Claims
Process customer returns and refunds accurately and efficiently. Manage return exceptions, damaged items, and lost package cases. Submit and monitor carrier claims when required. Review pending returns and ensure timely resolution. Assist in maintaining return-related reporting and records.
Fraud Review & Order Support
Review and investigate orders flagged for potential fraud. Support order modification, cancellation, and exception requests. Coordinate with Ecommerce and Operations teams to resolve transaction-related issues. Escalate high-risk cases when necessary.
Customer Insights & Reporting
Monitor customer reviews and feedback channels. Analyze customer comments, reviews, and service trends.
Prepare and support reporting on
Customer service KPIs Ticket volume Customer feedback trends Return and refund activity Share insights that may improve customer experience, operations, and ecommerce performance.
Ecommerce & Systems Collaboration
Collaborate with the Ecommerce team to identify opportunities to improve customer service workflows and customer-facing tools. Participate in testing and auditing of customer service systems and integrations. Provide feedback on platform functionality and customer experience improvements. Support implementation of process enhancements and new customer service initiatives.
Team Support
Assist with onboarding and training of new customer service team members. Act as a resource for junior agents during peak periods and high-volume seasons. Share best practices and support consistency in customer communication and issue resolution. Help maintain customer service documentation and process guides.
Cross-Functional Collaboration
Partner closely with: Ecommerce Operations Warehouse Retail Product teams Support issue resolution that impacts customer satisfaction. Communicate customer feedback and operational concerns to appropriate stakeholders. Contribute to initiatives that improve the overall customer journey.
Qualifications
Experience 3–5 years of experience in Customer Service, Customer Experience, Ecommerce Support, or a related role. Experience working within an ecommerce or retail environment. Experience handling escalated customer situations and complex issue resolution.
Skills
Exceptional written and verbal communication skills. Strong problem-solving and decision-making abilities. Customer-focused mindset with strong attention to detail. Ability to prioritize effectively in a fast-paced environment. Strong organizational and time-management skills. Ability to work independently while collaborating across teams.
Preferred
Experience with Shopify. Experience with Gorgias or similar customer service platforms. Experience with Loop Returns, Judge.me, and ecommerce support tools. Experience in fashion, footwear, retail, or DTC brands.
Aperçu du rôle La Spécialiste principale de l’expérience client est responsable d’offrir un soutien à la clientèle exceptionnel à travers tous les points de contact client, tout en contribuant au maintien d’opérations de service à la clientèle efficaces. À titre de membre senior de l’équipe Expérience client, cette personne agit comme ressource clé pour les dossiers escaladés, l’amélioration des processus, les rapports et le soutien opérationnel.
Relevant de la Directrice Ecommerce, le rôle se concentre sur la réponse aux demandes des clients, la résolution de situations complexes, la gestion des processus de retours et de réclamations, ainsi que la transmission d’informations pertinentes sur la clientèle afin de soutenir les activités Ecommerce. Le poste collabore étroitement avec les équipes Ecommerce, Opérations, Entrepôt, Vente au détail et Produit afin d’assurer une expérience client fluide.
Durant les périodes de forte activité, ce rôle peut fournir de l’orientation et du soutien aux membres juniors de l’équipe du service à la clientèle et aider à la coordination de la charge de travail.
Responsabilités principales Service à la clientèle et expérience client
- Agir comme principal point de contact pour les demandes des clients par : o Courriel o Clavardage en direct o Plateformes de service à la clientèle
- Répondre aux demandes des clients avec rapidité, professionnalisme et exactitude.
- Résoudre les problèmes liés aux : o Commandes o Retours et échanges o Expédition et livraison o Informations sur les produits
- Disponibilité des stocks
- Promotions et demandes liées au site Web
- Maintenir les normes de service relatives aux délais de réponse et de résolution.
- Veiller à ce que chaque interaction avec la clientèle reflète les valeurs de la marque et les attentes en matière de service de l’entreprise.
Gestion des escalades
- Traiter les préoccupations complexes des clients et les dossiers escaladés.
- Enquêter sur les situations nécessitant une collaboration interfonctionnelle.
- Collaborer avec les équipes Opérations, Entrepôt, Vente au détail et Ecommerce afin de déterminer les solutions appropriées.
- Identifier les problèmes récurrents et recommander des améliorations aux processus.
Retours, remboursements et réclamations
- Traiter les retours et remboursements des clients avec exactitude et efficacité.
- Gérer les exceptions liées aux retours, les articles endommagés et les cas de colis perdus.
- Soumettre et faire le suivi des réclamations auprès des transporteurs, au besoin.
- Examiner les retours en attente et assurer leur résolution en temps opportun.
- Contribuer au maintien des rapports et dossiers liés aux retours.
Révision de fraude et soutien aux commandes
- Examiner et enquêter sur les commandes signalées comme présentant un risque potentiel de fraude.
- Soutenir les demandes de modification, d’annulation et d’exception liées aux commandes.
- Coordonner avec les équipes Ecommerce et Opérations afin de résoudre les problèmes liés aux transactions.
- Escalader les dossiers à risque élevé lorsque nécessaire.
Informations client et rapports
- Surveiller les avis clients et les canaux de rétroaction.
- Analyser les commentaires, avis et tendances de service des clients.
- Préparer et soutenir les rapports portant sur : o KPI du service à la clientèle o Volume de billets o Tendances de rétroaction client o Activité liée aux retours et remboursements
- Partager des informations susceptibles d’améliorer l’expérience client, les opérations et la performance Ecommerce.
Collaboration Ecommerce et systèmes...
Not the right fit? Search for Customer Experience Specialist jobs in Montreal, Quebec, Canada
About La Canadienne Shoes
Consciously made for city life, La Canadienne sets out to make shoes from a different perspective. We adopt a no-compromise approach to footwear that marries design, function, and ethics.
La Canadienne was born in 1987 in Montreal, a city that can experience all four seasons in a given day. Montrealers embrace the elements with style, determined to live and enjoy each day without restraint, and we set out to make shoes with this attitude in mind.
Our footwear is sought after for its legendary waterproofing thanks to our CityDry™ technology, a unique process that repels water from the surface and is ready to weather the elements upon purchase. Coupled with breathable materials, our shoes are designed to keep feet dry and warm without ever compromising style.
Our systematic manufacturing process considers the wearer, the community, and the planet. Working with local makers and international suppliers who share our ethics and values, we choose materials that stand the test of time in order to minimize our impact on the planet. The result is beautiful and durable footwear, outerwear, and accessories handmade in Canada, Spain, and Italy with the highest quality materials, using old-world insight and a modern-day sensibility.
La Canadienne is sold at all major retailers across Canada and the United States. Our 3 brick-and-mortar stores (in Montreal and Toronto) provide a warm and personalized service experience. Our goal is for every client to leave our store feeling empowered, confident, and city-ready.
Visit our website at lacanadienneshoes.com or follow us on social media @lacanadienneshoes.
Similar Jobs
Senior Customer Experience Specialist
About the role
Department: DTC
Reports To: Ecommerce Director Location: Montreal, QC Status: Full-Time, Permanent Target Start Date: Summer 2026 Salary range: $62,000-70,000/year
Join a Brand Built for City Life
Founded in Montreal in 1987, La Canadienne is a Canadian company known for combining European design with Canadian sensibility. From its headquarters in Montréal, the company designs and develops footwear, outerwear, and accessories created for modern urban living.
Built on a no-compromise philosophy, La Canadienne brings together design, performance, and craftsmanship to support life in the city through every season. Signature styles feature City Dry™ waterproof technology, engineered to keep feet dry and comfortable while maintaining refined design. Supported by dedicated teams across design, wholesale, e-commerce, marketing, customer experience, finance, and retail, La Canadienne works collaboratively to bring thoughtfully designed products to customers across North America and beyond. Each piece reflects the company’s commitment to quality materials, craftsmanship, and products made for life in the city.
Now, we’re looking for a dedicated Senior Customer Experience Specialist who wants to grow with us.
Role Overview
The Senior Customer Experience Specialist is responsible for delivering exceptional customer support across all customer touchpoints while helping maintain efficient customer service operations. As the senior member of the Customer Experience team, this role serves as a key resource for escalated issues, process improvements, reporting, and operational support.
Reporting to the Ecommerce Director, the role focuses on responding to customer inquiries, resolving complex issues, managing returns and claims processes, and providing valuable customer insights to support the Ecommerce business. The position collaborates closely with Ecommerce, Operations, Warehouse, Retail, and Product teams to ensure a seamless customer experience. During peak business periods, this role may provide guidance and support to junior customer service team members and assist with workload coordination.
Key Responsibilities
Customer Service & Customer Experience Serve as the primary point of contact for customer inquiries through: Email Live Chat Customer service platforms Respond to customer inquiries promptly, professionally, and accurately.
Resolve issues related to
Orders Returns and exchanges Shipping and delivery Product information Inventory availability Promotions and website inquiries Maintain service standards for response and resolution times. Ensure every customer interaction reflects the company's brand values and service expectations.
Escalation Management
Handle complex customer concerns and escalated cases. Investigate issues requiring cross-functional collaboration. Work with Operations, Warehouse, Retail, and Ecommerce teams to determine appropriate resolutions. Identify recurring issues and recommend process improvements.
Returns, Refunds & Claims
Process customer returns and refunds accurately and efficiently. Manage return exceptions, damaged items, and lost package cases. Submit and monitor carrier claims when required. Review pending returns and ensure timely resolution. Assist in maintaining return-related reporting and records.
Fraud Review & Order Support
Review and investigate orders flagged for potential fraud. Support order modification, cancellation, and exception requests. Coordinate with Ecommerce and Operations teams to resolve transaction-related issues. Escalate high-risk cases when necessary.
Customer Insights & Reporting
Monitor customer reviews and feedback channels. Analyze customer comments, reviews, and service trends.
Prepare and support reporting on
Customer service KPIs Ticket volume Customer feedback trends Return and refund activity Share insights that may improve customer experience, operations, and ecommerce performance.
Ecommerce & Systems Collaboration
Collaborate with the Ecommerce team to identify opportunities to improve customer service workflows and customer-facing tools. Participate in testing and auditing of customer service systems and integrations. Provide feedback on platform functionality and customer experience improvements. Support implementation of process enhancements and new customer service initiatives.
Team Support
Assist with onboarding and training of new customer service team members. Act as a resource for junior agents during peak periods and high-volume seasons. Share best practices and support consistency in customer communication and issue resolution. Help maintain customer service documentation and process guides.
Cross-Functional Collaboration
Partner closely with: Ecommerce Operations Warehouse Retail Product teams Support issue resolution that impacts customer satisfaction. Communicate customer feedback and operational concerns to appropriate stakeholders. Contribute to initiatives that improve the overall customer journey.
Qualifications
Experience 3–5 years of experience in Customer Service, Customer Experience, Ecommerce Support, or a related role. Experience working within an ecommerce or retail environment. Experience handling escalated customer situations and complex issue resolution.
Skills
Exceptional written and verbal communication skills. Strong problem-solving and decision-making abilities. Customer-focused mindset with strong attention to detail. Ability to prioritize effectively in a fast-paced environment. Strong organizational and time-management skills. Ability to work independently while collaborating across teams.
Preferred
Experience with Shopify. Experience with Gorgias or similar customer service platforms. Experience with Loop Returns, Judge.me, and ecommerce support tools. Experience in fashion, footwear, retail, or DTC brands.
Aperçu du rôle La Spécialiste principale de l’expérience client est responsable d’offrir un soutien à la clientèle exceptionnel à travers tous les points de contact client, tout en contribuant au maintien d’opérations de service à la clientèle efficaces. À titre de membre senior de l’équipe Expérience client, cette personne agit comme ressource clé pour les dossiers escaladés, l’amélioration des processus, les rapports et le soutien opérationnel.
Relevant de la Directrice Ecommerce, le rôle se concentre sur la réponse aux demandes des clients, la résolution de situations complexes, la gestion des processus de retours et de réclamations, ainsi que la transmission d’informations pertinentes sur la clientèle afin de soutenir les activités Ecommerce. Le poste collabore étroitement avec les équipes Ecommerce, Opérations, Entrepôt, Vente au détail et Produit afin d’assurer une expérience client fluide.
Durant les périodes de forte activité, ce rôle peut fournir de l’orientation et du soutien aux membres juniors de l’équipe du service à la clientèle et aider à la coordination de la charge de travail.
Responsabilités principales Service à la clientèle et expérience client
- Agir comme principal point de contact pour les demandes des clients par : o Courriel o Clavardage en direct o Plateformes de service à la clientèle
- Répondre aux demandes des clients avec rapidité, professionnalisme et exactitude.
- Résoudre les problèmes liés aux : o Commandes o Retours et échanges o Expédition et livraison o Informations sur les produits
- Disponibilité des stocks
- Promotions et demandes liées au site Web
- Maintenir les normes de service relatives aux délais de réponse et de résolution.
- Veiller à ce que chaque interaction avec la clientèle reflète les valeurs de la marque et les attentes en matière de service de l’entreprise.
Gestion des escalades
- Traiter les préoccupations complexes des clients et les dossiers escaladés.
- Enquêter sur les situations nécessitant une collaboration interfonctionnelle.
- Collaborer avec les équipes Opérations, Entrepôt, Vente au détail et Ecommerce afin de déterminer les solutions appropriées.
- Identifier les problèmes récurrents et recommander des améliorations aux processus.
Retours, remboursements et réclamations
- Traiter les retours et remboursements des clients avec exactitude et efficacité.
- Gérer les exceptions liées aux retours, les articles endommagés et les cas de colis perdus.
- Soumettre et faire le suivi des réclamations auprès des transporteurs, au besoin.
- Examiner les retours en attente et assurer leur résolution en temps opportun.
- Contribuer au maintien des rapports et dossiers liés aux retours.
Révision de fraude et soutien aux commandes
- Examiner et enquêter sur les commandes signalées comme présentant un risque potentiel de fraude.
- Soutenir les demandes de modification, d’annulation et d’exception liées aux commandes.
- Coordonner avec les équipes Ecommerce et Opérations afin de résoudre les problèmes liés aux transactions.
- Escalader les dossiers à risque élevé lorsque nécessaire.
Informations client et rapports
- Surveiller les avis clients et les canaux de rétroaction.
- Analyser les commentaires, avis et tendances de service des clients.
- Préparer et soutenir les rapports portant sur : o KPI du service à la clientèle o Volume de billets o Tendances de rétroaction client o Activité liée aux retours et remboursements
- Partager des informations susceptibles d’améliorer l’expérience client, les opérations et la performance Ecommerce.
Collaboration Ecommerce et systèmes...
Not the right fit? Search for Customer Experience Specialist jobs in Montreal, Quebec, Canada
About La Canadienne Shoes
Consciously made for city life, La Canadienne sets out to make shoes from a different perspective. We adopt a no-compromise approach to footwear that marries design, function, and ethics.
La Canadienne was born in 1987 in Montreal, a city that can experience all four seasons in a given day. Montrealers embrace the elements with style, determined to live and enjoy each day without restraint, and we set out to make shoes with this attitude in mind.
Our footwear is sought after for its legendary waterproofing thanks to our CityDry™ technology, a unique process that repels water from the surface and is ready to weather the elements upon purchase. Coupled with breathable materials, our shoes are designed to keep feet dry and warm without ever compromising style.
Our systematic manufacturing process considers the wearer, the community, and the planet. Working with local makers and international suppliers who share our ethics and values, we choose materials that stand the test of time in order to minimize our impact on the planet. The result is beautiful and durable footwear, outerwear, and accessories handmade in Canada, Spain, and Italy with the highest quality materials, using old-world insight and a modern-day sensibility.
La Canadienne is sold at all major retailers across Canada and the United States. Our 3 brick-and-mortar stores (in Montreal and Toronto) provide a warm and personalized service experience. Our goal is for every client to leave our store feeling empowered, confident, and city-ready.
Visit our website at lacanadienneshoes.com or follow us on social media @lacanadienneshoes.