Customer Experience Specialist

Aviron Interactive

full-time

Posted on: 1/14/2026

Location Type: Remote

Location: Canada

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About the role

Build and maintain a strong understanding of all Aviron products, support channels, and company policies and terms
Serve as the first point of contact for customer inquiries across live chat, phone, email, and social media
Resolve customer issues with empathy, clarity, and efficiency, escalating or routing technical issues to the Tech Support team when appropriate
Process orders, cancellations, returns, and verify customer account information as needed
Submit and manage shipping claims and delivery-related escalations when deliveries do not go as planned
Identify recurring customer issues, gaps, or inefficiencies and proactively share feedback to help improve support processes, tools, and the overall customer experience
Educate prospective members on Aviron hardware and software features through live video product demos
Support cross-functional and ad hoc projects as needed

1+ year of experience in a customer service, customer support, or equivalent role
Excellent written and verbal communication skills in English
Able to effectively manage time, multitask, and reprioritize in a high-volume, fast-paced environment
Strong typing speed and accuracy, particularly in live chat environments
Analytical and logical approach to problem-solving
Experience working with CRM systems
Experience with NetSuite is an asset
College diploma or university degree preferred, but equivalent experience will be considered

Benefits

$5,000 annual education allowance to support professional development and growth
Unlimited Essential Days for unexpected life events, separate from vacation time
Three weeks of paid vacation to rest and recharge
Employee Stock Ownership Plan, so everyone shares in the company’s long-term success
Annual discretionary bonus based on company performance
A free Aviron rower, bike, or treadmill to train with our community
Team on-sites twice a year at our Toronto office to connect, collaborate, build relationships and have fun
100% employer-paid benefits to support health and well-being
All the best tech. A laptop and a big ass screen

Tip: use these terms in your resume and cover letter to boost ATS matches.

customer servicecustomer supportproblem-solvingorder processingshipping claims managementlive video product demosCRM systemsNetSuite

communication skillstime managementmultitaskingempathyclarityefficiencyanalytical skillslogical thinking

college diplomauniversity degree