Based in Toronto, Canada Pooch is a fast-growing pet gear company leading the way in functional, problem-solving products for dogs. From everyday essentials to category-defining innovations, we design gear that meets real needs and raises the bar for comfort, performance, and style in the pet industry.
The Role
We're looking for a Customer Experience (CX) Manager to join our team and help take our customer support to the next level. This is an incredible opportunity for a dynamic and highly motivated individual to lead a fast-growing function that sits at the heart of our brand experience. You'll play a key role in how our customers perceive us---owning the systems, tools, team, and strategy that ensure every interaction is memorable, helpful, and authentic.
In this role, you'll report directly to the VP of Marketing and collaborate cross-functionally with ecommerce, product, operations, and brand teams. You'll have the opportunity to grow and mentor a team, shape our CX roadmap, and bring innovation to every touchpoint across the post-purchase journey. If you thrive in fast-paced environments, love building things from the ground up, and are obsessed with customer happiness---keep reading!
You Will
- Lead \& Inspire: Manage and mentor the CX team, including seasonal hires and new additions. Guide performance, hiring, and development as we scale.
- Build Strategy: Help develop and execute a best-in-class CX strategy that aligns with brand goals for retention, loyalty, and customer lifetime value.
- Own Systems and Workflows: Maintain and optimize our helpdesk (Kustomer) and other supporting tools. Develop efficient workflows, macros, internal policies, and customer-facing FAQs to reduce resolution time and drive higher customer satisfaction.
- Insights \& Reporting: Own reporting on core CX metrics (CSAT, response time, ticket trends). Use data to uncover trends, inform broader business decisions, and influence product, fulfillment, and website improvements. Be the internal voice of the customer---surfacing insights that drive action.
- Drive Operational Excellence: Create thoughtful escalation procedures and training materials to ensure consistency across interactions. Conduct regular ticket QA and feedback loops to maintain a high standard of service and identify areas for coaching or improvement.
- Hands-On Support: Be comfortable jumping in to help customers across email, chat, phone, or social media channels when needed, and own complex escalations with empathy and care.
- Proactive Problem-Solving: Identify patterns and proactively resolve friction points in the customer journey.
- Collaborate Across Teams: Work closely with marketing, ecommerce, product, and ops teams to bring the customer perspective into everything we do. Help shape seamless post-purchase journeys and ensure proactive communication with our customers.
- Go-to-Market Partnership: Collaborate with the marketing team during product launches and campaigns to enhance customer-facing messaging, FAQs, and support readiness---ensuring we represent the customer at every step of the go-to-market process.
You Bring to the Table
- A startup or entrepreneurial mindset---you're resourceful, resilient, and love to build.
- 5 years in customer experience, including 2 years of team management experience.
- Experience in ecommerce or direct-to-consumer brands (Shopify or similar).
- Deep empathy for customers and a passion for delivering personalized, thoughtful experiences.
- Proficiency with CX platforms like Kustomer, Gorgias, Zendesk, AirCall, Klaviyo, or similar tools.
- Comfortable working with data to make decisions; proficient in Excel.
- Excellent written and verbal communication skills; calm and confident in challenging scenarios.
- Organizational and project management skills that help you juggle multiple priorities and stakeholders with ease.
- Bonus: Experience in the pet industry or working with pet-focused brands.
We Offer
- Competitive salary and vacation package.
- Hybrid opportunity based in Toronto---just one in-office day per week.
- A thoughtful, fun, and collaborative culture---where your ideas are heard and impact is real.
- Full suite of benefits and discounts.
- Annual wellness stipend to support your mental and physical well-being.
- A fast-paced, mission-driven environment where you'll learn, grow, and make your mark.
