Customer Experience Team Lead (Remote Canada)

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 take on the role of Customer Experience Team Lead at Milk Moovement. Reporting to the VP, Customer Experience, the ideal candidate will be instrumental in orchestrating a seamless customer journey and ensuring unparalleled satisfaction. Your leadership will drive the team towards delivering exceptional service, resolving challenges, and fostering strong cross-functional collaboration to enhance overall customer experience. This position is a contract role to cover a maternity leave coverage ( approx. 14 months) with the possibility of transitioning into a full-time permanent role upon the completion of the initial contract.

RESPONSIBILITIES:

• Provide guidance and support to team members in delivering continuous assistance to clients through various communication channels.

• Oversee troubleshooting efforts and ensure timely resolution of technical issues to maintain customer satisfaction.

• Cultivate a deep understanding of Milk Moovement's offerings within the team to effectively address client needs and concerns.

• Utilize customer feedback to identify areas for improvement and implement strategies to enhance service quality.

• Flag and follow up on tickets with the product and customer experience teams and align priorities. 

• Lead and mentor the team in facilitating the onboarding process for new clients, ensuring a thorough understanding of our products and services.

• Foster a relationship of trust to ensure customer retention.   

• Prepare and present to internal and external executive teams. 

• Manage Payroll for hourly employees on a bi-weekly basis.

• Prepare and manage schedules for hourly employees, posting schedules minimum two weeks in advance. 

• Bring the Milk Moovement core values to life. 

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 extensive 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 2+ years, but we are more interested in the how rather than the how long. Previous experience working with AWS is required. We are looking for a driven, customer-focused individual who is passionate about helping clients succeed. 

The successful candidate should also have:

• A minimum of 2 years of experience in a SaaS environment, with demonstrated leadership capabilities.

• Exceptional verbal and written communication skills to effectively engage with clients and team members.

• Proven ability to thrive both independently and as part of a collaborative team.

• Strong problem-solving skills and analytical thinking to address challenges effectively.

• A proactive and results-oriented mindset, dedicated to ensuring customer success and team effectiveness.

WHAT WE OFFER

🐮 Competitive salaries - we’re constantly reevaluating market trends to ensure we meet or exceed industry standards.

🐮 Equity - Stock option plan on a standard 4 year vesting schedule with a 1 year cliff.

🐮 Unlimited paid vacation and flex time - unlimited vacation can be vague and difficult to track; we strongly encourage everyone to take at least 2 weeks off per year plus public holidays. The rest is up to you.

🐮 Health (mental & physical), dental, & HSA coverage across North America.

🐮 Remote work environment - work from home or from one of our hubs in Halifax and St. John’s.

🐮 Flexible hours - night owl or early riser? No problem.

🐮 Tools - need the latest and great software to perform more efficiently? Ask and you shall receive.

🐮 Quarterly 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.