CRM & Automation Senior Specialist, Customer Care

SSENSE is a global technology platform operating at the intersection of culture, community, and commerce. Headquartered in Montreal, it features a mix of established and emerging luxury brands across womenswear, menswear, kidswear, and Everything Else™. SSENSE has garnered critical acclaim as both an e-commerce engine and a producer of cultural content, generating an average of 100 million monthly page views.

Reporting to the Manager of Operation Readiness, the CRM & Automation Specialist will play a key role in effective management of software systems and workflows within the Customer Care department of an e-commerce company. The Specialist will work closely with the CX Managers and other stakeholders to configure and maintain CRM systems, design and manage automation workflows, and collaborate on change management initiatives with internal and external teams.

What you will do: 

CRM Configuration, Maintenance, Support (40%): 

• Responsible for configuring, maintaining, and providing technical support for the CRM (Zendesk), including workflows, integrations, user roles, and reporting on usage/costs.

Automation (40%):

• Drives the continuous improvement of the customer ticket lifecycle through automation in Zendesk, aiming to enhance metrics like first reply time and resolution time, and acts as a technical SME for vendor collaborations on automation and AI.
• Creates and maintains detailed documentation (UML/BPMN) for automation paths, builds requirements, coordinates testing, and monitors the performance of automated processes against defined KPIs.

Change Management (20%): 

• Acts as a CX Tools subject matter expert, translating business needs into technical requirements, and collaborates with training teams to maximize employee adoption and usage of CRM tools.

Strategic Enhancement & Roadmap Support: 

• Supports the development of an annual roadmap, builds business cases for enhancements, sets KPIs to track improvement performance, and coordinates User Acceptance Testing (UAT).

• 3-4 years of experience in a customer service environment or a technical role 
• Experience with software and analysis tools 
• Knowledge of CRM software and coding skills (SQL, JSON)  
• Strong team player with a natural ability to build relationships and work cross-functionally, demonstrating ability to confidently take on a high workload while prioritizing and multitasking

What Sets You apart:

• Demonstrated interest in developing quantitative, analytical and interpretive skills
• Excellent time management skills with the ability to have a flexible working schedule when required to meet job demands 
• Strong communication and interpersonal skills with the ability to work both independently and with other teams

Why Join Us:

• Extended health and dental benefits, including comprehensive mental health programs and coverage
• Parental top up program
• Generous Employee Discount 
• Access to telemedicine and employee and family assistance program
• Savings and retirement plan matching contributions
• Gender Affirmation Coverage 
• Opportunity to work with cutting edge technologies and an innovative team that’s pushing the boundaries of technology

SSENSE is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. If you need special accommodations, let us know. We will do our best to accommodate you!

#LI-Hybrid, Hybrid remote/in-office