Customer Experience Specialist

• 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
• Escalate or route 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
• Identify recurring customer issues, gaps, or inefficiencies
• Share feedback to 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, including comfort on live video calls with North American customers
• Ability 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
• Must have a private, quiet workspace suitable for customer calls and video demos
• Must have reliable high-speed home internet, with a backup connection such as mobile data
• Must have a plan for power interruptions, such as a UPS or backup power source
• Must be able to work the overnight Philippine schedule on a sustained basis
• Role must be based within the Philippines

• 2 weeks paid vacation
• Sick leave and personal days
• Health benefits
• Paid CAD holidays
• Computer and headset
• $25/month for internet coverage
• Private, quiet workspace suitable for customer calls and video demos
• Reliable high-speed home internet, with a backup connection such as mobile data
• A plan for power interruptions, such as a UPS or backup power source
• Opportunities for personal and professional growth
• Ample support and resources, including budget, to complete work