Customer Experience Specialist

Company Background:
Aviron, a Y-combinator company, is a connected rowing machine built on an advanced gaming platform. We are excited to grow our team and share our vision of creating a leading fitness entertainment platform that motivates our community via game psychology and tech. 

Backed by SamsungNext, the co-founder of Oculus, among others, Aviron has been experiencing rapid growth since our ecommerce launch in 2020, seeing impressive growth in a crowded connected fitness space thanks to our differentiated product, while helping real people improve their health and overall fitness. 

We demonstrate our commitment to improve the lives of people of all fitness levels by using real Aviron members instead of models or professional athletes in our ads and growing a supportive and positive community, which we highly recommend you check out to get a true sense of Aviron :)

We're looking for a passionate individual to join the OG team and be a part of our success story. 

Aviron is right for you if: 

• You're looking for a role that prioritizes personal and professional growth (*Aviron encourages development via a personal education allowance) 
• You're looking for a relatively flat organization with friendly people that values merit (i.e. good work) 
• You're self-motivated and produce amazing work 
• You're not down with office politics 
• You want to own your work, start to finish 
• You want to be provided with ample support and resources (i.e. budget) to complete said work 
• You are looking to make an impact and see your work drive growth

Position Overview: 
Aviron is looking to add a talented and customer focused person to our team in the role of Customer Experience Specialist (CXS).  In this role, you will communicate through multiple channels including live chat, phone and by email.  The CXS will serve as the point person for all customers' inquiries. 

You are perfect for this role if you enjoy working with customers and possess exceptional customer service and organization skills. You also love to dive deep into a new product to learn it inside and out and are highly adaptable, dynamic, and are eager to take on the different challenges and tasks that come with working for an energetic start-up. 

Our availability to our customers is 9am-9pm, 7 days a week, you must be available to work all possible shifts.  Our current shifts are 9am-5:30pm and 12pm-9pm ET (subject to change at anytime).  Our schedules are set in advance and you will have 2 days off in a row each week. 

Job Summary 

• Maintain a solid understanding of all company products, channels and company policies/terms.  
• Listen, understand and respond to incoming member inquiries and/or complaints via live chat, phone, email and social media, warmly and direct to the Tech Support Team when appropriate. 
• Process orders, cancellations, returns and verify account information when necessary. 
• Submit shipping claims when deliveries do not go as planned.
• Important skills to have would be time management, multitasking and reprioritization. 
• Complete any ad hoc project as assigned and other duties as requested.

Qualifications 

• 1+ Years of experience in a customer service or equivalent role.
• Exceptional verbal and written skills in English.
• Ability to type quickly and accurately in a live chat.
• Logic mind set to resolve customers' issues.
• Experience with CRM systems.
• Experience with Netsuite an asset.
• College diploma or University degree preferred.

A couple more things 

Our customers love us because we are friendly, passionate, and always willing to go the extra mile. They are continuously impressed (even surprised) at the high-quality physical product and software experience we provide. We are very proud of the product and market we've carved out as a team/company that was until very recently mostly boot-strapped. We are looking for someone to match (and elevate!) our passion and hard work to the next level during this very exciting time for our company. 

Aviron is based in Toronto, Canada, but much of our team is remote, spanning across Canada, the U.S., and Asia.  Please note that this role must be based within Canada. 

Aviron is an equal opportunity employer. We provide a safe and inspiring workplace where everyone is accepted and has the opportunity to grow with us. If you require any accommodations, please let us know.

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