Customer Experience Representative (Customer Success & Support)

Customer Experience Representative (Customer Success & Support)

Starting at $1,250 CAD/month + 13th Month Pay + Performance Bonuses

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Help Make a Real Difference Every Day

At Holo Alert, we help protect seniors across Canada with medical alert devices that provide peace of mind to them and their families.

We're looking for a Customer Experience Representative whose primary focus is ensuring our customers are happy, supported, and getting the most value from our service. This is not a sales-focused role—it's about building relationships, solving problems, and creating exceptional customer experiences.

If you genuinely enjoy helping people, communicating with empathy, and making customers feel cared for, we'd love to hear from you.

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What You'll Be Doing

- Proactively reach out to customers after activation to ensure everything is going well.
- Follow up with customers throughout their journey to improve satisfaction and engagement.
- Handle inbound customer questions via phone and email.
- Resolve concerns with empathy, professionalism, and urgency.
- Help customers understand features and get the most from their medical alert service.
- Identify customers who may need additional assistance before issues become problems.
- Document customer interactions accurately in our CRM.
- Work closely with our technical support and operations teams to ensure smooth resolutions.
- Turn potentially negative experiences into positive ones through outstanding service.

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We're Looking For Someone Who

- Has 2+ years of customer service or customer success experience.
- Speaks and writes excellent English with a neutral, easy-to-understand accent for seniors
- Naturally enjoys helping people and building relationships.
- Is patient, empathetic, and calm when handling concerns.
- Is highly organized and detail-oriented.
- Can work independently while maintaining high standards.
- Is confident using computers and learning new software quickly.
- Is reliable and wants a long-term career.

Experience with healthcare, medical alert systems, telecommunications, SaaS, or subscription services is considered an asset but is not required.

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Requirements

- Available Monday–Friday, 9:00 AM – 5:00 PM Mountain Time (Canada) or 9:00 AM - 5:00 PM Eastern Time (Canada)
- Quiet home office free from background noise.
- Reliable computer suitable for full-time work.
- High-speed wired internet preferred (minimum 50 Mbps download / 10 Mbps upload).
- Mobile hotspot or backup internet.
- Backup power capable of keeping you online for several hours during outages.
- Quality USB headset with noise-cancelling microphone.

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What We Offer

Starting salary of $1,250 CAD/month.
- 13th Month Pay.
- Performance bonuses and additional incentives throughout the year.
- Stable, full-time independent contractor position.
- Monday–Friday schedule with weekends off.
- Long-term career opportunity with a growing Canadian company.
- Supportive management that values great customer service.
- The opportunity to genuinely improve people's lives every day.

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How to Apply

Please submit:

- Your resume.
- A brief introduction about yourself.
- 1–2 minute video recording introducing yourself and explaining why you'd be a great fit for this role.
- Your internet speed test results (Speedtest.net preferred).

We're reviewing applications as they come in and look forward to meeting outstanding candidates who are passionate about delivering an exceptional customer experience.