Senior Customer Experience Manager

Senior Customer Experience Manager

$58,000–$70,000/year | Full-Time | In Person

Downtown Edmonton – Jasper Avenue
Monday–Friday | 9:00 AM–5:00 PM

We're hiring someone who is exceptionally good with people.

Not just someone who can answer emails and provide friendly customer service. We're looking for someone who knows how to build relationships, read people, handle complaints, navigate uncomfortable conversations, and turn a frustrated customer into a happy one.

The Role

You will manage the experience our clients have from the moment they join us.

That means conducting onboarding calls, answering questions, checking in with clients, solving problems, handling complaints, and making sure clients feel supported throughout their relationship with us.

Some conversations will be easy.

Others won't be.

A client may be frustrated with their results. They may misunderstand something. They may want to cancel. They may simply be having a bad day.

We need someone who doesn't panic or become defensive in those situations.

You listen. You understand the real issue. You communicate clearly. You de-escalate the situation. Then you work toward a solution.

Minimum Qualifications

Please apply only if you meet the following requirements:

• 3+ years of professional customer service, customer experience, account management, or client-facing experience
• Demonstrated experience handling customer complaints
• Strong conflict-resolution and de-escalation ability
• Excellent verbal communication skills
• Excellent written English
• Comfortable speaking with business owners and professionals
• Highly organized and dependable
• Proactive rather than reactive
• Able to manage multiple client relationships simultaneously
• Comfortable working in person Monday–Friday in downtown Edmonton

About the Company

We're a growing marketing company currently specializing in one very specific market: eyelash businesses.

We've built a unique model around helping these businesses acquire and retain customers, and we're preparing to take that model into additional industries such as chiropractic, physiotherapy, and dental.

That creates a much bigger opportunity for this position.

We're not simply looking for someone to fill a customer service seat. We're looking for someone who can become a key part of our Client Success operation and potentially take on leadership responsibility as we build additional companies and teams around new industries.

If you're exceptionally good at dealing with people—especially when things aren't going perfectly—we'd like to meet you.

Pay: $58,000.00-$70,000.00 per year

Work Location: In person