Customer Experience Specialist



Customer Service
Toronto, ON, Canada
Posted on Saturday, July 22, 2023
Dear potential new team member!
As the Head of Customer Success at Boxhub, it is my mission to make sure that our customers leave each interaction feeling confident and assured about their relationship with us. As our business grows, our need for support continues to grow. We are looking to grow the Customer Success function at Boxhub to reflect our Customer Obsession Value, and are looking for teammates who are passionate about problem-solving, and are able to offer creative solutions to the problems that our customers face every day.
Boxhub is not only a SaaS company, we also sell Shipping containers to people who need them. Every day we deal with the delivery and navigation of 8-10 thousand pounds of steel across dry land. The problems you will have the opportunity to solve, do not only require your empathy and customer service skills, but are also technical and logistical in nature. Working with Boxhub will offer you new problems to solve, which in turn, offers new skills to add to your tool belt.
If you’re a curious, self-starting, problem solver, we’re interested in hearing from you!
Catch you on the flippity flip,
Head of Customer Success @ Boxhub
Our Mission:
Boxhub is an e-commerce & logistics startup on a mission to revolutionize the way shipping containers are traded, transported, and used. Shipping containers are becoming the most sustainable and cheapest solution for many storage and building projects. We believe that by giving our customers better access to containers, while improving the inherently broken supply chain, we can generate a substantial positive impact and help save thousands of tons of CO2 per year.
Boxhub is well funded by some of the most successful investors in the tech industry, founded by long-term shipping industry experts, and led by award-winning entrepreneurs. We were recently listed by VCs as one of the most promising marketplaces of 2022 and are looking for new team members who are equally passionate about changing an entire industry.

Your Mission

  • Actively listening to customer concerns and issues, to ensure accurate resolution and provide exceptional customer support.
  • Collaborating closely with Sales, Supply, and Logistics to ensure a smooth customer experience and delivery timeline.
  • Providing feedback to all internal stakeholders to ensure the customer pain points are addressed accurately and efficiently.
  • Continuously improve your knowledge and understanding of our products and services, staying up-to-date with changes to provide accurate and relevant customer support.
  • Solving high-impact problems with empathetic decision-making and foresight, with cross-functional considerations.
  • Prioritizing Customer resolution timelines and SLA adherence to contribute to the continued success of our team metrics.

What you bring to the table

  • You’re a Customer Support/Success Superstar with solid experience in supporting clients/customers/users in an online and phone capacity.
  • You have experience working with a Help desk (bonus points if it’s Hubspot) and internal communications programs, such as Slack or Teams.
  • You have experience working in a very fast-paced startup environment, where we hack everything and are always looking for creative ways to get the job done.
  • Your communication style is clear and concise, and you’re able to express good empathy and tone, across both verbal and text-based communication.
  • You’re not afraid to express ideas or share feedback on inefficiencies in a way that supports business and team growth.
  • You’re ready to work on a team that is only 8 months old, and are prepared for change and growth as we solidify process and team structure.
  • You're able to work a schedule of 10am-6pm or 11am-7pm ET (your choice!)

The interview process

  • We'll ask you to send us a 3-minute audio clip answering some questions about Customer Experience!
  • 30-minute Phone screen with People & Culture
  • 60-minute Interview with Kiah (Head of Customer Success) & Stephanie Tang (Customer Success Manager)
  • A short writing exercise to understand how you approach solving customer problems.
  • 30-minute Cultural interview with Max Birner (CEO)
  • Reference Check and Offer 🥳

What Boxhub Offers

  • Highly competitive salary depending on experience
  • Stock Options
  • Fantastic opportunity to help build and grow with a funded company at an early stage
  • 4 weeks of annual vacation
  • Comprehensive healthcare benefits plan, including dental & vision & spending account from day 1
  • Free access to Maple and Headspace apps
  • A monthly transportation allowance
  • Flexible working hours in a hybrid environment - we work remotely 2 days a week
  • Join a multicultural team that has built successful startups around the world
Boxhub’s Commitment to Diversity, Equity and Inclusion
At Boxhub, we believe diversity and representation are key to creating an exciting product and an amazing customer and employee experience. We strongly encourage applications from candidates of all backgrounds, experiences, and perspectives regardless of race, colour, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, Veteran status or any other aspect that makes you, you.
Boxhub’s commitment to accessibility
Boxhub is committed to developing an inclusive, barrier-free recruitment process and work environment. Please inform us if you require any accommodation, and we will work with you to meet your accessibility needs. For any accessibility-related assistance, requests for information in accessible alternative formats, or to report any accessibility problems, don't hesitate to get in touch with us at