Customer Experience Specialist, Mejuri
6 Month Contract
3+ days a week in office (Yorkville, Toronto)
Fine jewelry brand
Open for applications
Fine jewelry brand
501-1000 employees
Open for applications
3+ days a week in office (Yorkville, Toronto)
501-1000 employees
Company mission
To turn fine jewelry into an everyday occasion while working towards making a positive impact in our communities, the industry, and the world.
Role
Who you are
- Strong technical skills and a deep understanding of system connectivity are essential, as the role involves managing data across multiple platforms, resolving system inefficiencies, and ensuring seamless integration of tools for fraud monitoring, chargeback management, and customer support operations
- Experience providing high quality customer service, and a genuine passion for customer satisfaction
- Ability to use iterative AI and make sound judgements on accuracy and brand alignment of responses to customers
- Excellent Email communication and writing skills to promptly respond to customer inquiries or escalations
- Quick to respond and provide a solution within company guidelines
- Confident and capable learning new technical platforms with a strong level of independence
- Change management skills to effectively pivot to meet business needs
- Ability to analyze data, identify trends, and provide actionable insights to improve customer experience and operational processes
- Proven ability to think critically, manage conflicts, and provide creative solutions under pressure
- Able to confidently exercise sound judgment in determining when to deviate from established guidelines and policies to effectively address customer needs
- Ability to build and maintain strong cross-departmental relationships to facilitate collaboration and drive improvements in customer experience
What the job involves
- Reporting to the Sr. Customer Experience Manager, this role serves as the primary contact for sensitive, high-stakes customer interactions, fraud case monitoring, and risk mitigation while advocating for continuous improvement in customer experience
- The CX Specialist will work cross-functionally to resolve complex cases, gain a comprehensive understanding of the business, and collaborate on enhancing processes and policies that impact the customer journey
- This role requires a proactive approach to customer advocacy, risk management, and operational excellence, and will do so through by acting as a liaison between internal teams (e.g, Product, Social, Logistics) to address customer pain points
- Customer Escalations
- Act as the primary point of contact for complex or high-stakes customer escalations, handling sensitive issues that may impact the brand's reputation
- Provide timely resolutions with a focus on balancing customer satisfaction and company policies
- Document outcomes to identify recurring issues or patterns
- Fraudulent Activity & Chargeback Management
- Monitor and investigate potential fraud cases to ensure thorough resolution
- Manage chargebacks by collaborating with relevant teams to gather evidence and dispute claims
- Quality Improvement & Agent Development
- Performance Assessment
- Review and assess agent interactions to identify gaps in service quality, tone, or policy adherence
- Partner with leadership to provide coaching and support continuous improvement initiatives for agents
- Root Cause Analysis
- Analyze escalations and fraudulent cases to uncover root causes and systemic issues affecting the customer experience
- Collaborate with internal teams to recommend and implement process or policy enhancements
- Customer Experience Optimization
- Continuous Improvement Initiatives
- Work cross-functionally to refine processes, reduce fraud risks, and elevate the overall customer journey
- Advocate for innovative solutions to proactively address customer pain points and minimize escalations
- Participate in weekly calibrations to ensure alignment on quality standards and expectations
- Customer Advocacy
- Serve as the voice of the customer by sharing insights and ensuring customer perspectives are integral to decision-making
- Focus on maintaining and improving CSAT as the primary performance metric, ensuring customers receive exceptional support and resolutions that align with brand standards
- CSAT
- SLA
- Average Handle Time (productivity)
Application process
- Early applications will be reviewed until January 31st however the role will remain posted until filled
Our take
Traditional jewelry retailers often target men for gifting - in part to make higher mark-ups acceptable. Mejuri, however, is putting the purchasing decision back with women with its direct-to-customer strategy. Instead of releasing large batches of seasonal pieces, Mejuri introduces only a small quantity of products each week, which allows it to translate trends and consumer feedback sentiments into its designs in a timely manner.
Having accumulated millions of visitors to its website, it is clear that Mejuri has captured a lot of interest. It has released over 1,000 designs since its launch, has an impressively long waitlist, and boasts that a large portion of its monthly transactions come from returning customers.
Despite its online focus, Mejuri has opened a number of brick-and-mortar stores across the US, Canada, and the UK. The company's current focus appears to be on this offline expansion, as it tries to push beyond its biggest markets into the other countries it ships to, as well as investing in branding and the customer experience.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
11% employee growth in 12 months
Company
Funding (last 2 of 3 rounds)
Apr 2019
$23m
SERIES B
Sep 2018
$5m
SERIES A
Total funding: $29m
Company benefits
- Parental support: we offer parental leave salary top up of up to 80%, as well as a personalized return-to-work transition and accommodation plan for all parents
- Health & Wellness: We offer you competitive medical and dental benefits, alongside a schedule that prioritizes whole health including personal days and mental health coverage
- Generous Total Rewards: Including a minimum of three weeks paid vacation for all corporate roles. And the cherry on top? A generous product discount
- Hybrid Work Environment: We believe in balance. Our corporate employees have a hybrid experience, spending three days a week (Tuesday-Thursday) as we are big believers in the value social capital provides our team members and our business. IRL time unlocks trust, creativity, innovation, career development and more
- Mejuri Passport: Your ticket to the destination of your choosing. The Mejuri Passport allows corporate employees meeting the criteria to work in any location for one month each year
Company HQ
Liberty Village, Toronto, ON
Leadership
Noura Sakkijha
(Co-Founder & CEO)Experience at CIBC as Process Analyst for 1 year, and Associate Specialist for 3 years.
Majed Masad
(Co-Founder & President)Previously an Investment Banking Partner at FirePower Capital for 7 years, and a Special Advisor for 1 year.
Salary benchmarks
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