About Us The Ontario Cannabis Store provides safe, responsible access to recreational cannabis for adults 19 and older. We operate the sole legal online store for recreational cannabis in Ontario and are the provincial wholesaler of cannabis for private retail stores.

Working at the OCS is a unique opportunity to be part of an agile start-up in a ground-breaking new industry. We’re a diverse team passionate about delivering a great customer experience, working together with mutual respect and building value out of our differences. We’re an inclusive organization that understands that delivering great results comes out of ensuring every voice is heard.

About The Role We’re looking for a Senior Customer Support Representative (SCSR) to support our team of Customer Service Representatives and ensure the proactive, elevated delivery of service to our wholesale customers. As a Senior Customer Support Representative, you’ll provide expert advice and confidently handle complex or escalated customer queries, working closely with the Manager – Customer Service to foster a continuously improving environment. You’ll ensure adherence to policies and procedures, guide and coach the team, and help drive best-in-class service delivery from a high-performing CSR team.

You’ll also focus on onboarding newly licensed cannabis retailers to the OCS B2B portal, crafting an exceptional retailer experience while resolving complex challenges that may hinder their ability to access OCS products and services. In this role, you’ll collaborate cross-functionally with teams such as legal, finance, supply chain, and IT to ensure customer success at every step of the journey. Your confidence, attention to detail, and ability to multitask will enable you to navigate competing priorities, apply critical thinking, and proactively address key issues.

About Your Day

• Cultivate customer service relationship excellence, through managing account needs on an individual, consistent basis
• Respond to incoming escalated telephone, email and online live chat inquiries in a professional and engaging manner
• Support CSRs with complex customer transactional ordering and fulfilment processes, working with Account Management, Supply Chain, Quality Assurance and Merchandising teams
• Support Account Managers in the onboarding new customers, ensuring a high standard of customer care
• Drive the investigation and work to resolve customer concerns by liaising with OCS internal business partners to provide solutions
• Onboard new private retailers in accordance with company policy and government regulations
• Work directly with new retail customers to ensure success at each stage of onboarding and setup
• Become a subject matter expert on the regulatory requirements of retailer onboarding
• Act as a subject matter expert on all matters related to cannabis regulations, including changes to OCS policy and the Act
• Review and provide guidance and solutions for all complex concerns or trends escalated by the CSR team
• Provide and track feedback from customers to appropriate internal teams for consideration
• Monitor OMNI Channel orders, ensuring orders are tracking for on-time and accurate processing/delivery
• Proactively investigate orders that are on-hold or appear to have a discrepancy, or require a return, liaising with supply chain or fraud teams as needed
• Resolve order challenges (ex. Address errors or typos) and escalate complex order issues to appropriate internal department. Support end-to-end resolution of Quality Assurance complaint intakes
• Review existing work practices to include efficiency and effectiveness and reduce costs
• Drive performance process improvement activities within the CSR team through effective call evaluations and quality 1:1 coaching activities to improve the overall Customer experience
• Act as the voice of the customer and provide internal feedback for increased customer experience

About About You

• Completion of Secondary School (Post-Secondary Education, in a related field or equivalent experience is preferred)
• 4+ years of experience with Customer Service
• Experience working with a dedicated client base in a contact center
• Experience working in a dynamic contact center
• Intermediate Microsoft Office skills
• Strong Problem-Solving Skills
• Superior Customer Relationship Skills
• Strong project management and task management to enable successful completion of concurrent priorities.
• Excellent cross-functional collaboration skills to ensure a seamless customer on boarding experience
• Advanced proficiency in MS Office suite, particularly MS Excel
• Proactive in your approach to process implementation and continuous improvement
• Solutions oriented approach to resolving complex customer issues
• Strong analytical skills and attention to detail
• Excellent oral and written communication skills

About The Job

• This position currently offers a fully remote work schedule. (The in-office requirement is depending on business needs. The OCS office is located near York Mills and Yonge St. However, OCS reserves the right to change this policy and its office location at any time.)
• City: Toronto, ON
• Employment Type: Permanent, Full- Time (Bargaining Unit Role; Represented by OPSEU)
• Required Travel: Rare, usually within the GTA
• Application Deadline: September 1, 2025

Compensation The target hiring range for this position is $73,113-$81,000. This is a pay grade 7 BU role, with a salary range of $73,113-$89,361 . Placement in the salary range will be based on factors such as market conditions, internal equity, and candidate experience, skills, and qualifications relevant to the role. We are committed to providing an accessible, equitable and inclusive candidate and employee experience. We provide reasonable accommodation throughout the recruitment process and in employment. If you require an accommodation please let us know, we will work with you to meet your needs.