Customer Experience AI Implementation Specialist

Here at Endy, we are a group of innovators, leaders, and dreamers who are shifting the way Canadians think about sleep. Not only are we experts in various fields of the eCommerce industry, we are also a culturally diverse group of world travelers, foodies, book lovers, wellness enthusiasts, and pop culture fans who are creative, innovative, driven, and inspiring. We often blur the line between creativity and analytics, integrating both to achieve outstanding results.

Our culture is our pillar. It is more than a series of words written on the office wall. Culture is how we talk to and treat one another. It's how we plan, prioritize, and make decisions to benefit our team and our customers. It's what binds us together through challenging times. It's how we win. In other words, it's The Endy Way.

Description D'emploi

In this role you will:

• Be responsible for leading integrations, implementing and optimizing tools ensuring that our systems deliver a seamless experience for all customers
• Provide coaching, training and support to the team on any new or existing tools in place (ie., Maestro, Zendesk, Ada BOT and QA tool)
• Support any new product or project launches, promotions, or process changes and continuously coaching the BOT is critical
• Monitor, Maintain and support Zendesk ticketing tool
• Monitor and improve customer experience tech subscriptions ensuring they are the latest features and aligned with our customer experience automation strategy
• Prepare reporting and insights on the performance of the BOT and customer experience team
• Collaborate with various areas of the business (product and growth teams) to ensure performance and accuracy of the BOT, integrating new tools or any projects
  
  

The Qualifications And Experience We Like To See

• University or College Degree in eCommerce, Computer Science, Business or related discipline
• 3-5 years’ experience in Customer Experience, eCommerce; retail experience would be an asset
• Proven customer experience in implementing and optimizing Zendesk, Ada as well as tools like Maestro and Aftership or similar CX Platforms; Shopify experience an asset
• Excellent coaching, training, organizational, problem-solving, analytical, project management, and communication skills required
• Builds relationships and works collaboratively with internal and external stakeholders
• Ability to work in fast-paced environment with conflicting priorities and tight deadlines
• Passionate about continuous improvement, AI, and current with automation best practices
  
  

Why You’ll Love Working At Endy

• A people-first, purpose-driven culture
• Competitive salary and benefits, vacation and wellness days
• Hybrid work model with a beautiful Toronto HQ
• Employee discounts and perks—including the best sleep of your life