Company Summary
TOOLBX is a high-growth technology start-up, building a B2B e-commerce platform for the construction industry, connecting top construction professionals with local retailers and suppliers. Our end to end procurement platform makes it easy for builders to order and receive the materials they need to increase job site productivity while helping projects finish on-time and on-budget. With delivery as fast as two hours, TOOLBX has become a valuable tool for construction professionals that want to build faster, smarter and more efficiently.

About The Role

TOOLBX is looking to hire an experienced Customer Success Representative to join our growing team. In your role, you will be responsible for assisting customers while providing outstanding service to ensure a positive customer experience and client satisfaction.

Responsibilities

• Serve as a point of contact for everyday questions ensuring customers have a Northstar experience at all times.

• Respond to customer inquiries within set SLA via phone, email and/or chat.

• Provide real-time support for ongoing daily orders, troubleshooting operational and technical issues as they arise.

• Resolve customer issues and escalations, fielding to appropriate team members when needed, and-providing equitable resolutions by following our standard operating procedures.

• Effectively communicate TOOLBX services and offerings to new and existing users and onboard new users to TOOLBX platform as needed.

• Proactively reach out to inactive customers to assess if needs have changed.

• Document incoming / outgoing interactions in the CRM platform

• Support the CS manager in development and execution of initiatives to reduce support inquiries / development of new features to support emerging needs.

Requirements

• French speaking/ bilingual

• Experience in a CS / customer facing role.

• Experience handling customer issues and escalations, speaking with customers, helping customers achieve their goals.

• Experience in a fast paced work environment, with many moving parts and collaboration between departments / team members.

• Quick learner, ability to multitask, and a problem solver.

- Computer/technology literate - able to use internal tools and software effectively.

• Outgoing and personable: you will speak to customers daily and must leave a positive impression on the customers you interact with.

• Desire to learn and grow in a CS role at a fast-growing startup.

• Must have strong command of English

• Bonus points for French

• This position requires flexibility to work a few hours on Saturdays when required

Why Join Us?

• Competitive compensation with opportunity for growth and equity eligibility.

• Quarterly virtual team events

- No formal dress code - We'll even give you TOOLBX swag to rock!

• Gain experience with a fast-growing start-up!

• Opportunity to make a HUGE impact in the Trillion dollar construction industry

• Outstanding company culture

Travel Requirement: No Travel.

Terms of employment: On-call, temporary

Location of work: We are a fully remote team - work hours will be in PST or EST depending on candidate and current need.