veritree is an award-winning climate tech start-up based in Vancouver. Launched in 2021, our technology measures and verifies the impact of global restoration efforts from the ground up. We are a small team on a big mission to plant 1 billion verified trees by 2030 with our community of businesses, planting organizations, and consumers who believe in the transformative power of verified restoration projects to create real and meaningful impact for the planet, nature, and people.

veritree is seeking a proactive and detail-oriented Customer Success Coordinator to join our growing Customer Success team. In this role, you will support a team of Customer Success Managers (CSMs) and their portfolio of clients ranging from SMB to Enterprise, as well as an Account Executive and their network of resellers. You will play a crucial part in ensuring the smooth operation of customer support activities, helping to drive client satisfaction and retention. We pride ourselves on delivering exceptional customer experiences and building long-lasting partnerships with our clients and reseller network.

Key outcomes for this role in the next 6 months include:

• Deliver on and try to exceed service level agreements we have promised to our customers.
  Success: 2 hour response time within business hours, next business day response outside of business hours, lower # of touchpoints required to resolve a question or issue.
• Alleviate the administrative workload of our Customer Success Managers and Reseller sales team members.
  Success: Internal teams will evaluate if their support needs are being met.
• Contribute to overall CSAT (Customer Satisfaction Score) and NPS (Net Promoter Score) rating by supporting CSMs and reseller teams to service our customers.
  Success: Improvement in CSAT and NPS metrics.

• You will manage legacy tree processes, including document review, legacy site setup, and processing legacy tree orders.

• You will assist with creating proposals, contracts, and addendums for clients and resellers.

• You will coordinate the setup of Impact Hub accounts, including creating usernames and passwords, performing resets, and providing ongoing support.

• You will create, iterate, and update content within the Impact Hub CMS to ensure clients have access to the latest resources and information.

• You will maintain and update customer indexes (planting site, reporting, and marketing file management) and CX documentation, ensuring all information is accurate and up to date.

• You will set up and manage customer data and tasks in HubSpot and Asana for onboarding, renewals, and post-renewal processes.

• You will collaborate with partner marketing teams to support joint initiatives and communications.

• You will support Reseller Account Executives and Customer Success Managers in managing their portfolios, coordinating communications, scheduling meetings, and preparing reports.

• You will triage and respond to customer and reseller queries via email, chat, and phone, ensuring timely and accurate resolutions.

• You will identify opportunities to streamline support processes and enhance the customer experience.

• You will work cross-functionally with Product, Sales, and Technical Support teams to resolve complex issues and deliver a seamless customer journey.

• You will compile and analyze customer feedback and support metrics to identify trends and areas for improvement.

Requirements

Professional Requirements:

• 1-3 years of experience in a similar role.
• Excellent proficiency in Excel and/or Google Sheets.
• Proficiency in office software (e.g., Microsoft Office, Google Workspace, etc.).
• Experience with NetSuite, HubSpot, or other ERPs/CRMs is an asset.

Personal Strengths:

• Strong organizational and multitasking skills with the ability to prioritize tasks in a fast-paced start-up environment.
• Excellent communication and interpersonal skills, with the ability to work independently and as part of a team.
• Problem-solving and critical thinking abilities, with strong judgment and decision-making skills focused on continuous improvement.
• A proactive mindset with a strong sense of urgency and the ability to anticipate challenges.
• High attention to detail and accuracy, contributing to cross-functional collaboration and group success.

Benefits

• Extended healthcare plan
• Generous paid days off
• Ability to work remotely
• Opportunities for training and development
• Employee discounts at tentree

A typical hiring range for this position is $55,000 - $65,000 CAD per year with the final salary offer based on your qualifications, job-related skills, and relevant experience. In addition, veritree's total rewards offering also includes a variable bonus, comprehensive benefits, a certified inspiring workplace, and exclusive perks to reward your exceptional performance and contributions.

veritree is an equal opportunity employer. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. All employment is decided on the basis of qualifications, merit, and business needs