Description
Customer Experience & Retention Specialist
Location: Toronto (Remote)
Salary: $60,000
Kilne is a Toronto-based cookware company on a mission to bring professional-quality tools into everyday kitchens. We’re growing quickly and looking for someone who can own the full customer experience — from support to retention and brand interaction.
This is not a traditional support role. You’ll be the voice of Kilne across customer touchpoints and play a key role in building long-term customer relationships.
What You’ll Do:
• Manage customer support across email, chat, and social (Zendesk)
• Turn customer conversations into retention opportunities
• Support email marketing campaigns (Klaviyo) — segmentation, flows, and campaigns
• Engage with customers on social media (comments, DMs, outreach)
• Manage and respond to product reviews
• Identify patterns in customer feedback and surface insights to the team
• Collaborate with marketing on campaigns, launches, and promotions
• Help improve retention, repeat purchase rate, and customer satisfaction
What We’re Looking For:
• 1–3 years experience in customer support, CX, or retention
• Strong written communication — friendly, clear, and brand-aligned
• Comfortable working across tools like Zendesk, Shopify, Klaviyo (or similar)
• Strong attention to detail and ability to manage multiple conversations
• Interest in e-commerce, DTC brands, or consumer products
• Someone proactive — not just responding, but improving
Nice to Have:
• Experience with retention marketing (email/SMS)
• Experience managing social media comments or community
• Familiarity with returns tools (Loop, etc.)
Why Kilne:
• Fast-growing DTC brand
• High ownership role with real impact
• Work closely with founders and marketing team
• Opportunity to grow into CX Lead or Retention Manager
Compensation:
• $60,000 base salary
• Remote Role Toronto
• Product perks + team benefits
