Customer Experience Specialist, Clutch
Office located in Etobicoke, ON
Online used car retailer
Job no longer available
Online used car retailer
201-500 employees
Job no longer available
Office located in Etobicoke, ON
201-500 employees
Company mission
To deliver a delightful car-buying experience to Canadians.
Role
Who you are
- 2-3 years of customer service experience
- Automotive experience (dealership, OEM) strongly preferred
- Car knowledge, including an understanding of automotive systems, mechanical issues and maintenance practices
- Outstanding communication skills, both written and verbal
- Sound Judgement, Problem-Solving Skills, and meticulous attention to detail
- Comfortable in a fast-paced environment and able to juggle a large number of customers and systems at a time
- Customer-focused, patient, with a passion for delivering exceptional service
- Proficiency in using customer service software and tools
- Stoked about disrupting and redefining an age-old industry and a drive to win
What the job involves
- As a key player, you'll focus on ensuring our customers remain satisfied and loyal after purchasing a car by delivering outstanding support and assistance
- Respond to post-sale inquiries and escalations
- Collaborate cross-functionally with mechanics, detailers, finance, and logistics to ensure customer resolutions are delivered efficiently
- Work to resolve real-time customer issues with a sense of urgency, exercising good judgment, negotiating skills, and creativity to resolve tickets
- Multi-task competing priorities: taking incoming customer calls, arranging repairs/returns, conducting customer follow-ups, responding to emails etc
- Provide authorizations for repairs and reimbursements to customers
- Flag themes in customer issues, working proactively with Leadership to rectify the source internally
Our take
Buying used cars is notoriously something of a minefield - but used car sales platform Clutch is making big strides to sweep away the risk. The marketplace lists certified vehicles for users to shops, and has home delivery, along with a full carfax, insurance, warranty, and optional financing.
The used car sales market has been undergoing something of a digital overhaul in recent years, with a flurry of used car marketplaces cropping up to offer similar services. Canada, however, remains relatively non-competitive compared with the U.S. and Europe. This means Clutch has the luxury of importing a tried-and-tested model into a relatively spacious market.
Clutch will, however, have to face off with close competitor Canada Drives. The two companies enjoy comparable levels of funding and are currently the top competitors in Canada’s used car market. With this market hotting up significantly, Clutch will need to tread carefully to ensure they come out on top.
Steph
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 6 rounds)
Feb 2025
$36m
SERIES D
Jul 2024
$7.2m
LATE VC
Total funding: $136.5m
Company benefits
- Autonomy & ownership: Create your own path and own your work with some of the most talented and creative people in Canada
- Competitive pay + equity: Enjoy competitive pay from day one, with equity opportunities available for roles that shape our future
- Generous time off: From vacation time to parental leave, we believe that work-life harmony is key to a healthy work environment
- Health, dental & more: Your well-being matters. That's why we offer medical, dental, and wellness support to you and your loved ones
Company HQ
Downtown Yonge East, Toronto, ON
Leadership
Dan Park
(CEO)Prior to joining Clutch in 2019, Dan spent 3 years at Uber as a GM of Toronto and GM/Head of Uber Eats Canada.
Salary benchmarks
We don't have enough data yet to provide salary benchmarks for this role.
Submit your salary to help other candidates with crowdsourced salary estimates.
Share this job
View 13 more jobs at Clutch