Consumer Experience Specialist

Summary

Join DIVA International Inc. as a Consumer Experience Specialist for a 1-year maternity leave contract! This remote position, based in Ontario, Canada, involves providing consumer support via phone, email, and social media. You will handle inquiries, manage social media comments, and engage with the DIVA brand community. Responsibilities include resolving customer issues, escalating complex cases, and contributing to community engagement strategies. The ideal candidate possesses 2+ years of consumer experience, a university degree or college diploma, and exceptional communication skills. Experience with Gorgias or similar software is an asset. This role offers the opportunity to work remotely and contribute to a purpose-driven, B-Corp certified company.

Requirements

• Minimum 2 (two) years of experience in a Consumer Experience environment
• University degree or College diploma
• Exceptional writing and grammatical skills
• Experience using online social media platforms and third-party applications
• Experience with data analysis, survey research and SEO
• Extreme attention to detail and outstanding organization skills
• Ability to use multiple conversations across various platforms interchangeably
• Self-motivated, confident, energetic, and creative
• Excellent computer skills, including Microsoft Office
• Experience and/or comfort working in the menstrual hygiene category

Responsibilities

• Handle consumer inquiries associated with the product, including usage, complaints, testimonials, etc. within Hootsuite, Gorgias and as received on DIVA’s social media platforms
• Manage incoming comments to the DivaCup’s Facebook, Instagram, Twitter and TikTok accounts on North America channels
• Respond to incoming consumer requests across platforms using various technologies and toolsets
• Determine consumer and contact needs through effective questioning and listening
• Escalate Medical tickets or more complex issues to Senior Manager
• Review individual consumer cases providing mediation on behalf of consumer for consideration outside policies and procedures
• Scan Consumer Experience templates to find the best match to resolve the customer issue
• Devote a part of each day to learn and improve knowledge by reviewing in house documentation or researching the industry and competitors
• Learn and stay current with Consumer Experience procedures and product information
• Provide social listening support to the Communications Teams (content team)
• Identify opportunities to engage with like minded individuals and DIVA consumers on subject matters that align with our core values
• Develop strategies to increase community involvement and engagement
• Stay current with Consumer Experience procedures, product information and online resource tools
• Work in accordance with the Diva International Inc. Quality Policy and B-Corp set of standards

Preferred Qualifications

• Experience with Gorgias or similar customer support software an asset
• Additional certifications or courses related to Consumer Experience, customer service, and support would be a definite asset
• Interest in women’s health and the environment and experience working within such industries would be of benefit to this position
• Bilingualism is an asset