Customer Experience Manager

Description

About Roam

Roam is the Canadian leader in the emerging car subscription market 

Since launching in 2020, we've grown rapidly and are now expanding with the vision of becoming the modern automotive group, offering subscriptions, leasing, sales, and fleet management for both consumers and businesses. Our mission is to improve the way people access and own cars because we believe mobility is an essential part of modern life.

Roam is backed by world-class investors including Mantella Venture Partners and Mistral Venture Partners. Roam is profitable, growing fast, and headquartered in Toronto, Canada, with offices and garages across the GTA.

The automotive industry is undergoing a massive transformation, from electric and autonomous vehicles to entirely new mobility models like ours. It's an exciting time to be shaping the future of transportation in Canada.

Visit Roam's Website for more information: https://roam.auto/

The Customer Experience Manager is:
 

• Customer facing and involved in shaping the customer experience at Roam on a ground level
• One of the main points of contact and the voice of our customers inside the company helping internal stakeholders understand the customer and deliver the best possible experience
• In person 5 days a week at our Etobicoke location

You will be responsible for:
 

• Managing and booking customer appointments
• Communicating outstanding invoices to customers (related to damages, mileage overages, overdue payments)
• Vehicle issues & roadside queries
• Customer feedback & improvement requests
• Relaying all changes and updates between the customer experience and operations team to ensure all requests and issues are completed on a daily basis
• Delivering an exceptional customer experience and implementing new ideas to increase customer satisfaction
• Reporting important metrics, feedback, successes, and work completed by the customer experience team on a weekly basis to management
• Ensuring the front of house is welcoming and organized for incoming customers

Ideal candidates have:
 

• At least 2 years of post-secondary education/experience
• Worked in customer service facing roles for a minimum of 3 years
• Enthusiasm towards helping people and approach problem solving on a personal level
• Attention to detail and time keeping
• Exceptional engagement and substantial availability during peak seasons (summer holidays, spring break, winter holidays)
• Strength to adapt and prioritize unexpected changes or emergency tasks
• A highly motivated, proactive, 'Get it Done' attitude

People best for this role have previously worked as:
 

• A delivery coordinator at a dealership or similar
• A service manager at a dealership or similar
• A manager or high level retail sales/hospitality/customer service associate
• A customer facing administrator/facilitator

Our team culture

We're a tight-knit, ambitious team led by experienced entrepreneurs and operators! We thrive on solving complex problems, moving fast, and delivering a remarkable customer experience. We also offer a comprehensive benefits plan and 4-Weeks paid vacation!

We value:
 

• Extreme ownership
• Curiosity and a growth mindset
• Collaboration and kindness
• Focus and resilience
• A sense of humour

Compensation

$45,000.00 - $50,000.00 per year