Customer Experience Associate

ABOUT THE COMPANY

Milk Moovement is building a world-class team focused on getting the right milk to the right place at the right time.

Our growing herd of employees is driven to provide our clients with the data they need to make critical decisions that impact their operations and ultimately your favourite dairy products.

Who is Milk Moovement you might ask? We are a young VC-backed company with humble roots and massive ambitions to disrupt the dairy supply chain. We think differently, act nimbly, and always leave things better than we found them.

We're expanding our team to further our mission. Find us out on Twitter, Instagram, LinkedIn (@milkmoovement), and our home page to learn more or hit apply below!

THE ROLE

We're seeking a client-focused and detail-oriented individual to join our team as a Customer Experience Associate at Milk Moovement. Reporting to the Customer Experience Team Lead, you'll play a key role in managing customer inquiries and resolving technical challenges to ensure seamless customer support. Your work will contribute to a high standard of service, enhance customer satisfaction, and support cross-functional collaboration.

RESPONSIBILITIES

1. Inbox Management:

• Respond to chats and emails addressing customer issues.
• Manage help desk tickets, providing solutions and advice promptly.
• Collaborate with team members to ensure efficient issue resolution.
• Use customer feedback to improve problem-solving techniques and customer service quality.

• Maintain a comprehensive understanding of Milk Moovement's products.
• Serve as a resource for product-related inquiries, guiding customers in navigating and troubleshooting issues.

• Utilize available tools to investigate issues and deliver effective resolutions.
• Diagnose technical issues quickly to ensure a positive customer experience.

• Communicate effectively with other departments to address customer needs.
• File JIRA tickets to report issues and follow up on bugs.
• Provide all necessary details when reporting issues for efficient resolution.

• Participate in training sessions to stay current on best practices for technical support.
• Support colleagues in enhancing customer support skills and techniques.

WHAT WE ARE LOOKING FOR

Milk Moovement seeks to have a diverse, inclusive, team-oriented, and curiosity-driven herd. Our technical team lives to find unique solutions to the challenges inherent to digital supply chains, and we expect you will be excited to do so as well. You must have prior customer success experience, but experience working in the dairy industry is not required! We will teach you all there is to know about the industry beginning with our Dairy 101 course. It is definitely more complicated than you think and that is why we do what we do! You will likely have been supporting clients in a SaaS environment for 1+ year(s), but we are more interested in the how rather than the how long. We are looking for a driven, customer-focused individual who is passionate about helping clients succeed.

The successful candidate should also have:

• Ability to quickly diagnose and resolve technical issues.
• Adaptability to quickly learn new technologies.
• Strong prioritization skills to manage urgent issues effectively.
• Excellent problem-solving and critical thinking abilities.
• Strong verbal and written communication skills.
• Effective collaboration skills with a customer-focused approach.
• A proactive approach to teamwork and customer support.

Important: the selected Candidate must be available to work weekend and evening shifts.

WHAT WE OFFER

• Remote work environment - work from home or from one of our hubs in Halifax and St. John's.
• Tools - need the latest and great software to perform more efficiently? Ask and you shall receive.
• Culture events - trivia, robot building, hackathons, etc. We like to keep it fresh and exciting.

ABOUT OUR CULTURE

• We'll drop everything to ensure our customers feel supported.
• Transparency is ingrained in everything we do.
• Respect is paramount.
• We win and lose as a herd - lessons learned are equally as important as the wins.
• We're all in this together - our company wide thirst for knowledge is unquenchable.
• Want to learn a bit more about what makes us moo-nique? Check out our About Us page for company mission, purpose, and values.
• Did we mention we love puns?!

HOW TO APPLY

To apply, please submit your resume through our Careers page. Don't forget to complete our Get To Know The Candidate form; we love hearing what your favourite dairy products are!

We always conduct remote interviews to ensure accessibility. This role offers flexibility based on your location and work preferences, and we'll collaborate closely with you because we recognize that each individual has unique circumstances.

Don't meet every single requirement? Studies have shown that women and individuals from diverse backgrounds may hesitate to apply for positions unless they meet nearly every qualification. At Milk Moovement, we are deeply committed to enhancing our approach to creating a diverse, inclusive, and value driven workplace. If you're excited about this role but your past experiences don't align perfectly with our job description, we encourage you to apply anyway. You may well be the right candidate for this role or others!

Milk Moovement is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, disability, age, or other legally protected status. Milk Moovement is committed to providing reasonable accommodations for individuals with disabilities during the application and interview process. If you require an accommodation, please notify your Recruiter.