Customer Experience Specialist at Aviron

Aviron, a standout Y-Combinator-backed company, transforms fitness through its innovative game-based workout equipment, pioneering the future of fitness entertainment. Y-Combinator, renowned for nurturing groundbreaking startups like Airbnb, Dropbox, and Instacart, has been instrumental in Aviron's journey. With an infusion of $23.5M USD in funding, we've been experiencing exponential double digit growth annually since our inception.

Founded on the principle of making fitness engaging through advanced gamification technology, Aviron is more than just a product; it's a vision to revolutionize how our community stays motivated. Our unique approach combines the enjoyment of gaming with the benefits of exercise, crafting an experience that's fun, effective and even addictive.

We invite you to explore our community and witness the impact of Aviron firsthand.

Aviron is right for you if

• You’re looking for a role that prioritizes personal and professional growth
• You're looking for a flat organization with friendly people that values merit (i.e. good work)
• You're self-motivated and produce amazing work
• You’re not down with office politics
• You want to own your work, start to finish
• You want to be provided with ample support and resources (i.e. budget) to complete said work
• You are looking to make an impact and see your work drive growth

Position Overview
Aviron is looking to add a talented and customer focused person to our team in the role of Customer Experience Specialist (CXS). In this role, you will communicate through multiple channels including live chat, phone and by email. The CXS will serve as the point person for all customers' inquiries.

You are perfect for this role if you enjoy working with customers and possess exceptional customer service and organization skills. You also love to dive deep into a new product to learn it inside and out and are highly adaptable, dynamic, and are eager to take on the different challenges and tasks that come with working for an energetic start-up.

Our availability to our customers is 9am-9pm, 7 days a week, you must be available to work all possible shifts. Our current shifts are 9am-5:30pm and 12pm-9pm ET (subject to change at anytime). Our schedules are set in advance and you will have 2 days off in a row each week.

Job Summary

• Maintain a solid understanding of all company products, channels and company policies/terms.
• Listen, understand and respond to incoming member inquiries and/or complaints via live chat, phone, email and social media, warmly and direct to the Tech Support Team when appropriate.
• Process orders, cancellations, returns and verify account information when necessary.
• Submit shipping claims when deliveries do not go as planned.
• Important skills to have would be time management, multitasking and reprioritization.
• Educate potential members on hardware and software features through video call product demos.
• Complete any ad hoc project as assigned and other duties as requested.

Qualifications

• 1+ Years of experience in a customer service or equivalent role.
• Exceptional verbal and written skills in English.
• Ability to type quickly and accurately in a live chat.
• Logic mind set to resolve customers’ issues.
• Experience with CRM systems.
• Experience with Netsuite an asset.
• College diploma or University degree preferred.

What we offer

• $5,000 annual education allowance. Because we care about your development and professional growth.
• Unlimited Essential Days. Vacation days should be for just that, vacation. That’s why we have paid essential days to use for those crappy unforeseen events.
• 3 weeks vacation. To just vacation however you’d like.
• Employee Stock Ownership Plan. We are all owners of the business and want all our employees to have a piece of the pie.
• Annual discretionary bonus. So all our employees can reap the rewards of a successful year and hard work.
• Free rower. Row along with the Aviron community.
• Team on-sites. We know remote work can feel, well, remote. That’s why we get our team together in our Toronto office 3x a year.
• 100% employer paid benefits. Improving the health and happiness of our employees.
• All the best tech. A laptop and a big ass screen.

A couple more things
Our customers love us because we are friendly, passionate, and always willing to go the extra mile. They are continuously impressed (even surprised) at the high-quality physical product and software experience we provide. We are very proud of the product and market we’ve carved out as a team/company that was until very recently mostly boot-strapped. We are looking for someone to match (and elevate!) our passion and hard work to the next level during this very exciting time for our company.

Aviron is based in Toronto, Canada, but much of our team is remote, spanning across Canada, the U.S., and Asia. Please note that this role must be based within Canada.

Aviron is an equal opportunity employer. We provide a safe and inspiring workplace where everyone is accepted and has the opportunity to grow with us. If you require any accommodations, please let us know.