Customer Experience Specialist – Evening Shift… at Vention · Montreal

COMPANY DESCRIPTION Headquartered in Montreal and Berlin, Vention helps manufacturers automate their operations in record time with the only hardware and software AI-powered platform built for the factory floor. Our technology powers over 25,000 machines across 4,000 factories across 5 continents and we have the privilege to work with a significant proportion of Fortune 500 manufacturers, from space rockets, to electrical cars, to robotics. At Vention, you’ll work alongside driven and talented people who care deeply about their craft and the impact they create. We’re a team of high achievers who grow through meaningful work, solving complex challenges, learning fast, and seeing the results of our efforts every day. We move quickly and aim high, but we do it together with care, collaboration, and respect. Our culture celebrates diverse perspectives and supports your growth through intentional development, strong leadership, and opportunities to make a real difference. JOB DESCRIPTION Vention is looking for an enthusiastic and dedicated Customer Experience Specialist to join the Customer Success team in Montreal. In this role, you will provide first-class customer support to ensure peak customer satisfaction. You will track all points of customer engagement, address customer queries, and identify ways to improve our customer services. We are looking for a technical thinker whose expertise results in excellent customer relationship management and a positive brand image. More specifically, you will: • Become an expert on Vention’s platform and help our customers navigate the ecosystem. • Support our customers along the entire sales cycle and streamline their customer experience. • Manage live-chat and phone calls, ensuring proper routing across the organization. • Process order changes and return authorizations, track shipments, and proactively solve problems. • Engage with customers via surveys, proactive calls, and other touchpoints. • Partake in weekly case meetings, helping identify opportunities to continuously improve customer service. Shift & Availability • Schedule: 4:00 PM (eastern) – 12:00 AM (Midnight), Monday to Friday. • Work Environment: Remote (in-person for events) • On-Call Window: 12:00 AM – 3:00 AM (Remote on-call availability required for urgent customer troubleshooting). QUALIFICATIONS • Availability for the specified evening shift (4 PM eastern –12 AM) and the subsequent remote on-call window (12 AM–3 AM). (Note: On-call duties include additional compensation and guaranteed rest-period time relief following any night calls). • Curiosity and independence to effectively structure and lead troubleshooting investigations. • Clear and effective communication skills. • A deep commitment to customer outcomes, doing what it takes to ensure a positive experience. • Resilience, diplomacy, and calmness under pressure. • Fluency in both English and French (written and spoken). • Comfort working in a fast-paced, rapidly evolving environment. ADDITIONAL INFORMATION What We Offer • Career pathing: Real opportunities to grow through personalized development plans, bi-annual employee reviews, and mentorship program  • Professional development: Continuous training in performance management, inclusive leadership, leadership operating model, team building, and giving/receiving feedback • Gender diversity & inclusion: Pay equity reviews, inclusive policies, and a Women’s Employee Resource Group offering networking, mentorship, and quarterly learning sessions. • Hybrid work: Enjoy flexibility with our hybrid model, allowing you to work from home on select days. • Community engagement: Two paid volunteering days per year to give back to causes you care about. • Central location: Regular team gatherings and a collaborative office space in the heart of Montreal, surrounded by cafés and restaurants. • Team events: All year round employee events including annual kick-off, employee summit, quarterly happy hours, and department events. • Comprehensive benefits: A complete group benefits plan for you and your family that start day one. What to Expect in Your Interview • Initial Call • Meet the Team • Case or take-home interview • Decision & Offer We’re committed to making every step of the process inclusive and accessible. If you require accommodations at any stage, please let us know, we’ll ensure you have what you need to succeed. Professional Growth & Development Vention believes strongly in promotion from within. For this reason, we structured a comprehensive professional development program that elevate high-performing individuals who deeply understand the inner workings of Vention. This program encompasses: • In-house coaching program with former industry executives working with small cohort of emerging leaders • Quarterly management training on topics ranging from “Giving & Receiving Feedback, to Building high-performing teams, to "Developing your own Leadership model” • Quarterly World-Class Speaker Series featuring industry leaders sharing their perspective and lessons learned as they build their function and business • Dedicated professional development channels sponsored by the Executive team to foster continuous professional learning • Book allocation program to further your knowledge in your domain of expertise or any business leadership topics Diversity, Inclusion & Belonging at Vention When you join Vention, you join a team of professionals with diverse experiences, backgrounds, and perspectives. Together, we’re building a workplace where everyone belongs, feels valued, and can achieve extraordinary results. We celebrate differences in ideas, in experiences, and in people. Our initiatives in gender equity, career growth, and leadership development are designed to create real opportunities for everyone to thrive. Vention’s culture Vention is an uplifting environment for high achievers. Thinking that Vention’s culture would keep you energized? See our full culture guide here.