As our Customer Experience Coordinator you will be playing a vital role in supporting the first line communications with our Friends, educating our #KickSugar candy community and growing our mission to Kick Sugar, Keep Candy. You'll be managing inbound customer communications via email and engaging with our community across social media channels while tracking and reporting on trending topics. This role reports to the Sr. Manager, Customer Experience and will be hybrid in Vancouver, BC

Who Are We?

SmartSweets is on a mission to Kick Sugar, Keep Candy! We make the delicious candy you know and love with up to 92% less sugar than traditional candy. We are proudly Female-Founded and on our way to kick 5.5 billion grams of excess sugar out of candy in a single year (what we call our Mission to Mars). We are proud of our sweet culture and accomplishments. Our recent accolades include a certified Great Place to Work (3 years in a row), Waterstone Canada’s Most Admired Corporate Culture Winner, NielsonIQ Breakthrough Innovation Award Winner and Instacart’s Emerging Brand List.

How You Will Grow Our Mission:

• Manage inbound customer communications via SmartSweets general email inbox while tracking trending topics and reporting trends weekly to cross-functional teams
• Ensure engagement KPIs are met while providing a sweet brand experience with our community across social channels including Instagram, TikTok, Facebook, Twitter and Threads
• Maintain consistent brand language across all platforms - includes taking a lead ensuring messaging guidelines are accurate and updated to ensure we are providing the most thorough responses possible
• Responsible for reporting and problem solving on digital experience bugs (website issues, Shopify online order issues, etc), assuring our Friends have a sweet experience - work cross functionally with our eComm, ops, and sales teams to determine the issue and create a solve
• Strong collaboration with marketing team to build brand love with our community through customer service and social engagement

What You Bring:

• 2+ years experience on a customer support team dedicated to creating out-of-this-world customer experience while serving high volume of messages
• Experience with social media engagement strategies, Shopify, email helpdesk (Gorgias, Zendesk etc) considered an asset
• A customer-focused, detail-oriented and proactive mindset
• An inquisitive personality when it comes to problem solving customer issues: understanding the “why” at the root of the issue
• Thrive in managing multiple channels and determining priorities on the fly based on urgency and time
• Exposure to dynamic, fast paced and rapidly changing environments

• The perfect candidate for this position will be joining a team of 3 CX Coordinators
• Schedule: 9-5pm PT, Tuesday-Saturday (Sunday/Monday off)

The Sweet Stuff:

?Bear Benefits (aka. free candy!)

? Bonus based on personal & company performance

?Extended health and dental benefits and EAP

?5 Paid Restore Days (aka. sick/personal time)

?Parental Leave Top Up Program (inclusive to all parents)

?Life, Work, Flow Philosophy (aka. flexible work environment)

?Summer FriYay’s (aka. half days off on Friday in the summer)

?Monthly Cell Phone bill reimbursement

?Home Allowance to optimise your remote workspace

?Individual Development Program and funding

?Community Love (aka. paid Volunteer Day)

?Puppy Friendly Office

?Regular Squad Social Events

Are you excited to help revolutionise the candy industry? Apply on our Careers Page with your resume, cover letter and share why you are excited about kicking sugar out of candy!

Our Commitment to Celebrating Individuality - Representation & Inclusion

We are committed to elevating the voices of Squad and community members on the mission to Kick Sugar, Keep Candy! We believe representing the uniqueness of all makes us stronger as a whole. We are making a difference by encouraging all Squad Members to practise allyship, educate themselves, inspire others to take action and support underrepresented communities.

COVID-19 Policy

All Squad Members must be fully vaccinated for COVID-19. SmartSweets implemented this policy to reduce the risk that someone will be exposed to COVID-19 during in-person business activities. SmartSweets intends for this policy to comply with all applicable laws. It is based on guidance from the Centers for Disease Control and Prevention and local health authorities, as applicable. Reasonable accommodations will be made for medical conditions and sincerely-held religious beliefs or practices.