About Canada Gold

Join the team thats redefining what it means to buy and sell gold in Canada. Founded to provide a fair, honest and transparent way for Canadians to sell their gold and precious metals, Canada Gold has grown into the countrys most trusted precious metals dealer. With 16 secure and welcoming locations across Canada and the Pacific Northwest, Canada Gold provides best price guarantees, expert appraisers and no-pressure service. Canada Gold believes gold selling should be accessible, ethical and rewarding.

Canada Gold is looking for a thoughtful, proactive and people-first Customer Experience Coordinator to help shape how customers experience our brand - in person, online and everywhere in between.

Position Overview

The Customer Experience Coordinator plays a key role in shaping how customers engage with Canada Gold both in-store and online. This full-time position combines strong communication skills, a proactive mindset, and a passion for service to elevate every customer interaction. The Coordinator supports frontline staff, helps build training tools and service systems, and ensures our stores offer a consistent, professional and welcoming experience.

Success in this role means creating seamless service experiences, supporting team members with coaching and tools, and helping customers feel informed, confident and cared for at every touchpoint. It also means being a thoughtful problem solver someone who listens with empathy, works quickly to resolve concerns and communicates openly across all levels of the company to improve outcomes and processes.

This is a 40-hour-per-week role based primarily in-store, with flexibility for occasional remote work when responding to live chat, email and phone inquiries. Some weekend availability may be required.

Key Responsibilities

Customer Touchpoints and Communication

• Monitor and respond to customer inquiries via phone, email, and live chat
• Support the development and use of scripts, FAQs, and tone guidelines
• Track common questions and issues to improve staff training and customer messaging
• Assist in setting and maintaining service standards for all interactions
  Share timely updates and insights with the Customer Experience Manager

Store Atmosphere and Engagement

• Support a store culture built on respect, professionalism, and education
• Participate in community engagement activities or in-store events that build trust
• Help ensure the customer journey, from greeting to goodbye, feels informative and comfortable
• Offer ideas and materials that help demystify the process of selling or buying precious metals
• Identify simple hospitality touches that enhance the customer experience (e.g., water, signage, educational materials)

Collaboration and Initiative

• Work closely with the Customer Experience Manager and other team leads to improve service delivery
• Take initiative in solving problems, suggesting process improvements, and spotting gaps in service
• Collaborate across departments (e.g., Marketing/Communications, HR) to align on shared goals
• Stay self-motivated and organized in a fast-paced, people-focused environment
• Contribute to team culture and communication by modeling curiosity, kindness and professionalism
  

Staff Support and Coaching

• Provide ongoing coaching to frontline staff on service standards and communication
• Help build training modules that reflect real customer needs and scenarios
• Reinforce accountability with clear expectations, documentation, and follow-up
• Support onboarding of new hires, focusing on customer experience best practices
• Empower staff by sharing knowledge and fostering a supportive team culture
  

Customer Experience Strategy and Systems

• Collaborate on ways to engage the public and bring more customers into stores
• Collect and track data on how customers are finding us (online, referrals, ads, etc.)
• Help design and implement tools to measure customer satisfaction and feedback
• Assist in refining appointment booking, phone systems, and live support processes
• Contribute to the development of a scalable, consistent customer experience framework

Problem Solving and Cross-Company Communication

• Approach customer issues with empathy, patience and professionalism
• Identify the root cause of problems and work with appropriate departments to find solutions
• Share learnings from customer concerns with leadership and other teams to improve systems
• Create documentation or process updates based on common issues or service gaps
• Model open, respectful communication across all levels of the company
• Champion the customer perspective while balancing internal priorities and policies
  

Qualifications

• 3-5+ years of experience in a role involving communication, coordination or people-focused work (this could include education, hospitality, healthcare, nonprofit, administration or other sectors)
• Excellent written and verbal communication skills with the ability to explain complex ideas simply and clearly
• Proven ability to listen with empathy, respond with care and stay calm under pressure
• Experience supporting teams or helping others improve their communication or service skills
• Strong organizational skills and attention to detail, especially in fast-paced multitasking environments
• Quick learner whos comfortable picking up new tools, systems or processes on the fly
• Adaptable and responsive with a reliable approach to shifting priorities
• Familiarity with digital tools such as Google Workspace, shared drives or internal messaging platforms
• Willingness to work occasional weekends and respond to remote customer inquiries when needed
  

Why Work With Us?

Canada Gold is a growing, community-focused company built on trust, transparency and sustainability. We believe in treating every customer with care and every staff member with respect. When you join our team, youre not just doing a job, youre helping shape an industry that deserves a better reputation.

What We Offer

Canada Gold is an equal opportunity employer and offers a range of benefits and support. We believe in hiring for character and training for skill, and we are committed to employee growth and advancement across our expanding group of businesses.

Benefits include

• Full in-store technical training program
• Tuition and learning reimbursement program

• Opportunities for growth and advancement at locations across Canada