Customer Success Specialist

SMC Software Inc


Are you hoping to become part of a growing company that provides opportunities for career advancement? Do you love interacting with businesses and contributing to their success?

As a Customer Success Specialist with RefundPros you’ll be supporting awesome businesses across North America to ensure they get the best value from our service and a truly great customer experience.

You’ll work onsite within our Sales team and also work closely with our Operations, Development and management teams.

Have you ever considered a career in sales? This position also provides an opportunity to explore your aptitude for sales and to progress into a sales position.

About RefundPros

RefundPros is a software-based service that recovers the refunds owed to e-commerce businesses from national shipping carriers and Amazon. Businesses receive thousands of dollars directly from Amazon and/or their carriers and the only cost to them is a commission on the money they get back.

RefundPros are the go to trusted provider of both carrier and Amazon auditing for businesses of all sizes across North America. (

Your Responsibilities

  • Provide an exceptional level of customer service via video calls, telephone and email
  • Build long term customer relationships and brand loyalty through ongoing account management
  • Maintain detailed knowledge of our services and educate our customers to ensure they are achieving their goals in using RefundPros services
  • Problem solve to resolve customer questions and issues
  • Ensure every customer feels special and receives an excellent user experience
  • Ensure new and existing customers are making full use of every service as it applies to them
  • Work closely with the Sales and Operations teams to assist onboarding customers
  • Grow RefundPros referrals and reviews from existing customers
  • Maintain accurate, timely and detailed records in CRM
  • Manage email campaigns
  • Track and interpret data

Job Requirements

  • Min 12 months customer service experience
  • Motivated, independent, goal oriented
  • Able to organize your work and work independently
  • Excellent written and verbal communication and interpersonal skills
  • Strong attention to detail and technical aptitude
  • A passion for building relationships and meeting customer needs
  • Technical and analytical skills to track and interpret data
  • Experience with logistics, shipping carriers and or ecommerce marketplaces is an advantage
  • Strong computer skills, experience with Microsoft and GSuite tools (CRM’s an advantage)
  • Experience with video calls; screen sharing an advantage

We Offer

  • Good work life balance: 37.5 hours ; Flexible Monday to Friday schedule – no evenings or weekends and 2pm finish Fridays!
  • 13 days vacation to start
  • Starting salary $17-$25 per hour
  • 5 paid sick days
  • Excellent opportunities for career growth and advancement (eg. progression into sales for suitable candidates)
  • Rewarding and fulfilling work with great customers that appreciate what you do for them
  • A friendly and supportive work culture – we embrace diversity, equity and inclusion
  • Awesome office: kitchen, chill space, dog-friendly and free onsite parking
  • Located in the heart of Kelowna’s Cultural District across from Queensway (5 mins walk from Stuart Park and the marina)
  • Realistic opportunities for future hybrid or remote working

How to Apply

If you feel you would be a great fit and would love to work with us please send a cover letter and resume to