Top Benefits
About the role
Location: North York, ON, Canada (Hybrid, 3 Days in Office)
Type: Full-Time
Team: Customer Operations
About the Role:
As our Customer Experience Specialist, you'll be the first point of contact for all Rails users—engaging through multiple channels (primarily email), delivering exceptional support, and creating unrivalled experiences with the Rails Support team. We're seeking a resourceful, performance-driven individual who thrives on autonomy, makes direct impact, and can grow with our scaling company. This frontline role carries high expectations: you'll transcend basic support by contributing to workflow improvements, identifying optimization opportunities, and championing customer satisfaction from day one.
Key Responsibilities:
- Provide responsive, empathetic, and high-quality customer support via Zendesk and other platforms (including Discord, Telegram, and X) as we scale.
- Own customer issues from initial contact to resolution with minimal supervision.
- Optimize and maintain internal tools including macros, tags, and workflows to boost efficiency.
- Share insights to enhance Rails' customer experience at every touchpoint.
- Help establish and model excellent support standards for our high-performing startup.
- Shape the development of AI-assisted support through feedback and quality assurance.
- Adapt flexibly across functions to support team goals.
- Meet or exceed performance targets and service level agreements (SLAs).
- Able to work within an AI-enabled, and highly automated support space.
- Understanding and ability to research, debug and support issues with an evolving an innovative industry and technology.
Qualifications:
- 2–4 years of senior/specialist customer support experience, preferably with Zendesk. Must be comfortable with user interaction and ready to handle diverse responsibilities in a small team.
- Basic knowledge of crypto or fintech, or demonstrated ability to learn quickly if transitioning from traditional finance.
- Proven track record as a proactive problem-solver who spots gaps, implements solutions, takes ownership, and excels in high-output environments
- Self-starter with strong independent work ethic and excellent team communication skills.
- Outstanding written communication that combines empathy, clarity, and professionalism.
- Action-oriented mindset with ability to thrive in our fast-paced, customer-first culture.
- Available to work 3 days/week in office (Mon, Tue, Fri) (North York, ON).
- Experience with KYC and KYB are not required but considered a strong asset.
Why work with us:
- Opportunity to work with a proven and successful team of professionals, in a collaborative and supportive team culture.
- Continuous learning and professional development opportunities.
- Competitive compensation, benefits and additional incentives, with big opportunities for professional growth.
About Rails
Founded in Los Angeles with a single black hat in 2009, RAILS has evolved into a leading global lifestyle brand that is sold in more than 50 countries by more than 1500 retailers, including Selfridges, Harrods, Net-A-Porter, Intermix, Saks Fifth Avenue, Neiman Marcus, and Merci, and has generated more than 350 million dollars at retail to date.
Founder and Creative Director, Jeff Abrams, launched the RAILS brand with no technical background in fashion, but an innate design sensibility and an entrepreneurial spirit that led him on a grassroots, door-to-door journey to build the foundations for the brand.
Abrams created a new category in contemporary shirting by developing a unique cashmere-like fabrication, in a market previously dominated by rigid cotton button-downs. The concept of ultra-luxe handfeel became the defining characteristic of the RAILS brand, and catapulted it from a category-focused line to a contemporary lifestyle collection of woven tops, jersey knits, sweaters, dresses, and outerwear. By blending the effortless ease of its California roots with an elevated global sensibility, the brand has built a loyal following of customers, influencers, and celebrities, like Gisele Bundchen, Beyonce, Kate Moss, Kendall Jenner, Alessandra Ambrosio, Leonardo di Caprio, Matthew McConaughey, and others.
In the coming year, RAILS plans to expand its womens, mens and childrens collections, and launch flagship retail locations in Los Angeles, New York, and London.
Learn more at www.rails.com
Top Benefits
About the role
Location: North York, ON, Canada (Hybrid, 3 Days in Office)
Type: Full-Time
Team: Customer Operations
About the Role:
As our Customer Experience Specialist, you'll be the first point of contact for all Rails users—engaging through multiple channels (primarily email), delivering exceptional support, and creating unrivalled experiences with the Rails Support team. We're seeking a resourceful, performance-driven individual who thrives on autonomy, makes direct impact, and can grow with our scaling company. This frontline role carries high expectations: you'll transcend basic support by contributing to workflow improvements, identifying optimization opportunities, and championing customer satisfaction from day one.
Key Responsibilities:
- Provide responsive, empathetic, and high-quality customer support via Zendesk and other platforms (including Discord, Telegram, and X) as we scale.
- Own customer issues from initial contact to resolution with minimal supervision.
- Optimize and maintain internal tools including macros, tags, and workflows to boost efficiency.
- Share insights to enhance Rails' customer experience at every touchpoint.
- Help establish and model excellent support standards for our high-performing startup.
- Shape the development of AI-assisted support through feedback and quality assurance.
- Adapt flexibly across functions to support team goals.
- Meet or exceed performance targets and service level agreements (SLAs).
- Able to work within an AI-enabled, and highly automated support space.
- Understanding and ability to research, debug and support issues with an evolving an innovative industry and technology.
Qualifications:
- 2–4 years of senior/specialist customer support experience, preferably with Zendesk. Must be comfortable with user interaction and ready to handle diverse responsibilities in a small team.
- Basic knowledge of crypto or fintech, or demonstrated ability to learn quickly if transitioning from traditional finance.
- Proven track record as a proactive problem-solver who spots gaps, implements solutions, takes ownership, and excels in high-output environments
- Self-starter with strong independent work ethic and excellent team communication skills.
- Outstanding written communication that combines empathy, clarity, and professionalism.
- Action-oriented mindset with ability to thrive in our fast-paced, customer-first culture.
- Available to work 3 days/week in office (Mon, Tue, Fri) (North York, ON).
- Experience with KYC and KYB are not required but considered a strong asset.
Why work with us:
- Opportunity to work with a proven and successful team of professionals, in a collaborative and supportive team culture.
- Continuous learning and professional development opportunities.
- Competitive compensation, benefits and additional incentives, with big opportunities for professional growth.
About Rails
Founded in Los Angeles with a single black hat in 2009, RAILS has evolved into a leading global lifestyle brand that is sold in more than 50 countries by more than 1500 retailers, including Selfridges, Harrods, Net-A-Porter, Intermix, Saks Fifth Avenue, Neiman Marcus, and Merci, and has generated more than 350 million dollars at retail to date.
Founder and Creative Director, Jeff Abrams, launched the RAILS brand with no technical background in fashion, but an innate design sensibility and an entrepreneurial spirit that led him on a grassroots, door-to-door journey to build the foundations for the brand.
Abrams created a new category in contemporary shirting by developing a unique cashmere-like fabrication, in a market previously dominated by rigid cotton button-downs. The concept of ultra-luxe handfeel became the defining characteristic of the RAILS brand, and catapulted it from a category-focused line to a contemporary lifestyle collection of woven tops, jersey knits, sweaters, dresses, and outerwear. By blending the effortless ease of its California roots with an elevated global sensibility, the brand has built a loyal following of customers, influencers, and celebrities, like Gisele Bundchen, Beyonce, Kate Moss, Kendall Jenner, Alessandra Ambrosio, Leonardo di Caprio, Matthew McConaughey, and others.
In the coming year, RAILS plans to expand its womens, mens and childrens collections, and launch flagship retail locations in Los Angeles, New York, and London.
Learn more at www.rails.com