Customer Experience Lead

Fittes

Customer Experience Lead owning B2C and B2B support for Fittes, a Toronto product design company. Automating CX workflows, resolving escalations, and advocating for customer-led product improvements.

Posted 8/21/2026full-timeToronto • 🇨🇦 CanadaSenior💰 CA$60,000 - CA$70,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in managing customer experience across B2C and B2B channels, with a focus on process improvement, automation, and effective communication. Proficient in utilizing Gorgias, Shopify, and various AI tools to enhance customer support operations and drive actionable insights from customer feedback.

Highest-signal resume keywords

Customer Experience ManagementAdvanced GorgiasProcess ImprovementSOP DevelopmentData Analysis

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer Experience ManagementProcess ImprovementSOP DevelopmentData AnalysisOrder Management

Soft Skills

Proactive CommunicationProblem SolvingTeam Collaboration

Tools & Technologies

GorgiasShopifySAPERP SoftwareGoogle SuiteSalesforceAI Tools

Industry Keywords

B2CB2BCustomer SupportFulfillmentVoice of the Customer

Tech Stack

Tools & technologies

ERP

About the role

Key responsibilities & impact

Own Fittes' customer experience end-to-end across B2C and B2B channels
Serve as the first escalation point for product feedback, marketing signals, shipping exceptions, and order problems
Operate daily in Gorgias and deliver SOPs, dashboards, and workflows
Determine which CX processes should be automated and which should remain human
Convert customer feedback into actionable data and build tracking dashboards
Write SOPs for order management, returns, and drop-shipping
Run daily CX operations and meet response and resolution SLAs
Triage the first hour of daily volume across email, SMS, chat, and phone
Communicate proactively with customers about backorders and fulfillment issues
Partner with warehouses and operations to close fulfillment gaps
Support Amazon CX escalations
Represent the Voice of the Customer in product, packaging, and marketing decisions
Build coaching and quality-assurance processes for the growing CX team

Requirements

What you’ll need

3–5 years in customer-facing roles
Experience redesigning and improving customer-support systems and processes
Ability to simplify messy processes independently
Comfortable with strategic CX input while personally executing operational work
Advanced Gorgias
Intermediate Shopify
Introductory SAP
Introductory ERP software knowledge
Intermediate Google Suite
Developing Salesforce knowledge
Familiarity with Claude, ChatGPT, Gemini, and other AI tools

Benefits

Comp & perks

Pay-for-performance profit-sharing bonus structure
Super-immersive learning environment and opportunity to develop your career
Flexible and inclusive benefits including HSA
Employee Stock Option Plan
Hybrid work structure with 3 days in office
Open concept, bright, dog-friendly office
No email/Slack on phones policy
No email/Slack outside of office hours policy
Fully stocked kitchen with snacks and fresh fruit