If you’re interested in supporting families, improving product quality, and helping shape the future of digital play, we want to meet you!

About Pok Pok

Pok Pok is on a mission to raise the next generation of creative thinkers.

We’re the team behind the Apple Design Award-winning kids app, Pok Pok (Apple named us one of the world’s best apps in 2023, and TIME Magazine named Pok Pok one of the 100 Most Influential Companies of 2025)! We design educational, digital toys that empower kids to think outside the box, dream big and experiment freely. We believe in making digital play as accessible, creative and educational as the toys we grew up playing with on the floors of our living rooms.

Pok Pok is an equal opportunity employer that is committed to diversity and inclusion. We encourage people of all races, religions, genders, abilities and sexual orientations to apply. We want the products we develop to reflect the diversity of the world we live in, and it starts with our own team.

About the Role

We’re looking for a Customer Experience & Quality Advocate who will become the bridge between our users and our teams. This role combines customer experience, customer support, user research, and hands-on quality assurance testing to ensure our entire app feels magical and intuitive and reliable for families.

You’ll support families by answering their questions, solving problems with empathy, and learning from every interaction. You will also be the first to explore and test new app features, identify issues and champion the customer’s perspective. This is a highly cross-functional role working closely with Product, Engineering, Marketing and Growth.

If you’re motivated by our mission, love helping others and have a keen eye for detail, keep reading!

This is a full-time hybrid position based in Toronto, with both in-office and remote requirements. Candidates must be Canadian citizens or permanent residents and be eligible to legally work in Canada.

Responsibilities

Customer Support

• Serve as the main point of contact for parents and educators who use Pok Pok.
• Respond to support inquiries with care, clarity and empathy through email and chat, ensuring parents love talking to you as much as you love talking to them.
• Troubleshoot technical issues across iOS, Android, Web, subscriptions and account features.
• Maintain and improve Help Center articles, FAQs and onboarding resources.
• Surface recurring user pain points to Product, Engineering, Design and Growth.

User Research & Insights

• Conduct user interviews and lightweight usability sessions with families.
• Track, categorize and summarize user feedback to identify trends and opportunities.
• Support the Product and Growth teams in testing onboarding and retention experiments.
• Help build processes for organizing and sharing user insights internally.

Cross-Functional Collaboration

• Work closely with Product Managers, Designers, Engineers and Growth teams to ensure alignment around user needs.
• Participate in sprints, feature reviews and retrospectives as the voice of the customer.
• Contribute to a culture of empathy, accessibility, craft and child-centred design.

Quality Assurance (Toys + Onboarding/Growth)

• Test new and existing features across the Pok Pok app, including digital toys, onboarding flows, subscription features and parental tools.
• Write clear, reproducible bug reports and collaborate with Engineering to validate fixes.
• Run manual QA passes before releases and help develop simple test plans.
• Identify usability issues and propose improvements that strengthen the user experience.
• Participate in feature reviews to provide early user-first feedback.

You have

• Experience in a customer service position
• Exceptional written and oral communication skills
• A curious, methodical and detail-oriented mindset
• The ability to translate user insights into actionable improvements
• Strong organizational skills and the ability to manage multiple priorities
• A positive, collaborative attitude and willingness to learn
• A strong sense of ownership and comfort working in a fast-paced start-up environment
• A genuine love for talking to families

Additional skills that will be very useful on the job:

• QA, customer support, UX research or a similar user-facing role (experience with mobile apps is a strong plus)
• Familiarity with TestFlight, Jira or other QA tools
• Experience with subscription-based apps or onboarding optimization
• Experience working with user behaviour data
• Knowledge of kids apps or experience creating products for kids
• Multilingual customer support experience
• Familiarity with user research platforms

More About Us

We’re a small team of passionate, experienced creators based in Toronto. We love dogs, cats, music, travel, video games, kids, cooking, yoga, building robots, going to museums, talking about things we’re watching right now and playing with old toys. We’re from all walks of life and are convinced that’s our secret sauce. We’re a female-founded company, too!

A few more awesome things about this role:

• You’ll have the unique opportunity to build, grow and make your mark joining a fast-growing start-up early on
• Work from our beautiful brick-and-beam office in the downtown core within walking distance to the Eaton Centre, St. Lawrence Market and Union Station
• Enjoy flexible working hours and arrangements, including working from home
• We offer competitive compensation
• We love field trips and like to go playtest with kids in our community, go on fact-finding trips for toy research, and learn about cool stuff at science centres, museums and toy stores. We have no fun at all.

Our Hiring Process

Tell us why you think this role is a good fit for you and share something interesting about yourself that we can’t find on your resume. If you include a link to a short video, we’ll make sure our hiring manager watches every single one!

If we’re interested in moving forward, you’ll get a very enthusiastic message from us to invite you to meet our team and chat more.