Customer Experience Coordinator
Toronto, ON
Customer Experience – Customer Empowerment /
Full Time Permanent /
Remote
Knix is an award-winning intimate apparel and activewear brand that is re-inventing intimates for real life. Through our innovative products and our engaged community, we are empowering people everywhere to be unapologetically free. Launched in 2013, we are one of the fastest-growing intimate apparel brands in North America and are globally recognized as an innovator within the apparel space. We reach over 3 million customers through our online stores, Knix retail locations across North America and channels such as wholesale and Amazon. We are revolutionizing the apparel industry with our best-in-class customer experience, innovative products and brands Knix and Kt by Knix. Come join us if you are looking for a purpose-driven and authentic career!
The role of the Customer Experience Coordinator is to go the distance to address customer inquiries across multiple platforms – including but not limited to phone, email, live chat, Virtual Fittings and social media. They will quickly assess the situation and action on a solution that will ensure Knix’s customers are happy with their experience. This role will report to the Assistant Department Manager, Customer Experience, and work cross-functionally with the E-Commerce, Marketing, and Product Teams.
About You:
- You understand what customers want and know how to engage and delight them
- You thrive in a fast-paced, ever-changing environment and think on your feet
- You’re empathetic, approachable, and skilled at making people feel comfortable (yes, even in a virtual fitting room)
- You’re a natural team player who contributes to group success
- You’re passionate about delivering exceptional service and inspired by Knix and our mission
As a Customer Experience Coordinator, you will:
- Deliver exceptional customer service through email, video call, live chat, and social media
- Use internal systems (e.g., Shopify, Loop) to problem-solve and optimize customer journeys
- Provide product knowledge and sizing support (pre- and post-purchase)
- Guide customers through returns, exchanges, and warranty processes
- Share customer insights cross-functionally to help improve the overall journey
- Escalate issues that impact the customer and work toward effective solutions
- Stay up to date on the full suite of Knix products, including campaigns and launches
- Flex between channels as business needs shift, meeting customers where they are
- Balance customer needs and business goals, developing solutions aligned with policy while still delivering delight
Qualifications:
- Experience in a customer-facing role (retail, e-commerce, or virtual service environment)
- Comfort with email, chat, and/or video support
- Technologically savvy; knowledge of e-commerce platforms (e.g., Shopify, Loop) an asset
- Strong written and verbal communication skills
- High attention to detail and ability to juggle multiple priorities
- Problem-solving mindset, able to de-escalate in real time
- Bilingual skills are considered an asset
Availability:
- Shifts: Sunday-Thursday or Tuesday-Saturday
- Hours: Monday-Friday 9am-5pm EST or 11am-7pm EST; Weekends 10am-6pm EST
- Open availability, including weekends and holidays, is preferred
- Flexibility is key — schedules may shift with business needs
How we Hire
Our people are what make Knix, Knix! Our people are passionate and have a strong belief in our mission. Our people are naturally curious and ambitious by nature. Employees feel respected and supported at Knix. We take an inclusive and equitable approach offering the same interview experience to every candidate we meet with. Knix is an equal opportunity employer, we celebrate everyone and their intersecting identities. We know and believe that diverse and inclusive teams empower us to make better decisions and inspire innovation so that we can better serve our customers and community. We are committed to providing reasonable accommodations and will work with you to meet your needs. If you are a person with a disability and require assistance during the application process, please don’t hesitate to reach out! We celebrate our inclusive work environment and welcome members of all backgrounds and perspectives to apply.
