Customer Experience Specialist

About Isolocity

We are a growing B2B SaaS company seeking a Customer Experience Specialist with experience in Quality Assurance processes, particularly within software-based systems. Isolocity provides quality management software to industries such as Manufacturing, Vape, Food, Health Sciences, and Cannabis, helping organizations streamline compliance and improve operational efficiency.

The Ideal Candidate We are looking for a motivated, detail-oriented, customer-focused individual who can support onboarding, troubleshoot issues, and understand customer needs and priorities. You will guide customers through the self-service learning path, host Q&A sessions, monitor onboarding progress, and continually improve the onboarding experience. You will also provide ongoing support throughout the customer lifecycle to ensure long-term success.

This role includes supporting the custom configuration of each client’s quality management system, importing quality data, and delivering platform support. You will act as a key partner in customer satisfaction during onboarding and assist existing customers with day-to-day questions to ensure confident, effective use of the platform.

Key Traits & Requirements

• Background in Quality Assurance or compliance using a QMS
• Strong attention to detail and data accuracy
• Excellent organization and time‑management skills
• Ability to work independently and collaborate in a remote team
• Strong written and verbal communication
• Proactive in managing responsibilities and tracking client progress
• Self-motivated with strong attention to detail
• Comfortable handling multiple tasks in a growing company

Responsibilities

• Recommend custom QMS configurations within the platform
• Perform quality checks to ensure data integrity
• Update internal Client Health trackers and flag risks
• Deliver virtual product Q&A sessions during onboarding
• Proactively follow up with customers to maintain timelines
• Escalate at-risk projects through proper channels
• Triage and respond to support desk inquiries
• Monitor Self‑Service training reports to ensure client progress

Salary & Perks

Salary: $60,000–$70,000 CAD

Perks:

• Full remote work opportunity — we are a virtual business
• Flexible hours — we measure KPIs, not clock‑punching
• Health Insurance + Health Spending Account (HSA)
• Fun and supportive environment
• Performance-based bonus
• Opportunity to be part of a growing team and business
• Quarterly in-person sync-ups to meet colleagues, align on strategy, and celebrate win

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