Customer Experience Specialist – Evening Shift

About the role

Vention is seeking a motivated Customer Experience Specialist to join its Customer Success team in Montreal. Working the evening shift (4 PM – 12 AM EST), you will deliver first‑class support, ensuring customers enjoy a seamless experience with our AI‑powered manufacturing platform.

Key responsibilities

• Become an expert on Vention’s platform and guide customers through the ecosystem.
• Support customers throughout the entire sales cycle and streamline their experience.
• Manage live‑chat and phone interactions, routing inquiries to the appropriate teams.
• Process order changes, return authorizations, track shipments, and proactively resolve issues.
• Engage customers via surveys, proactive calls, and other touchpoints.
• Participate in weekly case meetings to identify improvement opportunities.

Required profile

• Availability for the specified evening shift and remote on‑call window (12 AM – 3 AM).
• Curiosity and independence to lead troubleshooting investigations.
• Clear, effective communication in both English and French.
• Strong commitment to positive customer outcomes.
• Resilience, diplomacy, and calmness under pressure.
• Comfort working in a fast‑paced, rapidly evolving environment.

Required skills

What we offer

• Career pathing and growth opportunities within a global, high‑performing team.
• Remote work flexibility with occasional in‑person events.
• Additional compensation for on‑call duties and guaranteed rest periods.