Customer Experience Specialist

Customer Experience Specialist – 6 Months

Join to apply for the Customer Experience Specialist – 6 Months role at Mejuri
.

Since 2015, Mejuri has reimagined fine jewelry in a modern world—shifting it from a traditional gift to a personal choice rooted in self‑expression. Founded by third‑generation jeweler Noura Sakkijha, the brand was built on a simple idea: fine jewelry shouldn’t require a special occasion and should never come with guilt. It’s about celebrating yourself—your style, your life, your everyday. Mejuri meets customers where they are—online, in app, and through a growing global retail footprint of 45+ stores worldwide.

Mejuri is also deeply committed to responsible sourcing, sustainable practices, and philanthropic initiatives that reflect our values and long‑term vision.

Reporting to the Director of Experience Manager, this 6‑month contract role serves as the primary contact for sensitive, high‑stakes customer interactions, fraud case monitoring, and risk mitigation while advocating for continuous improvement in customer experience. The CX Specialist will work cross‑functionally to resolve complex cases, gain a comprehensive understanding of the business, and collaborate on enhancing processes and policies that impact the customer journey.

The role requires a proactive approach to customer advocacy, risk management, and operational excellence, acting as a liaison between internal teams (Product, Social, Logistics) to address customer pain points.

• Escalation Management
  • Act as the primary point of contact for complex or high‑stakes customer escalations, handling sensitive issues that may impact the brand’s reputation.
  • Provide timely resolutions with a focus on balancing customer satisfaction and company policies.
  • Document outcomes to identify recurring issues or patterns.
• Fraudulent Activity & Chargeback Management
  • Monitor and investigate potential fraud cases to ensure thorough resolution.
  • Manage chargebacks by collaborating with relevant teams to gather evidence and dispute claims.
• Quality Improvement & Agent Development
  • Performance Assessment:
    Review and assess agent interactions to identify gaps in service quality, tone, or policy adherence.
  • Root Cause Analysis:
    Analyze escalations and fraudulent cases to uncover root causes and systemic issues affecting the customer experience.
• Customer Experience Optimization
  • Continuous Improvement Initiatives:
    Work cross‑functionally to refine processes, reduce fraud risks, and elevate the overall customer journey.
  • Customer Advocacy:
    Serve as the voice of the customer by sharing insights and ensuring customer perspectives are integral to decision‑making.

• CSAT (Customer Satisfaction)
• SLA (Service Level Agreement)
• Average Handle Time (productivity)

• Experience providing high‑quality customer service and a genuine passion for customer satisfaction.
• Ability to use iterative AI and make sound judgments on accuracy and brand alignment of responses to customers.
• Excellent email communication and writing skills to promptly respond to customer inquiries or escalations.
• Quick to respond and provide a solution within company guidelines.
• Confident and capable of learning new technical platforms with a strong level of independence.
• Change‑management skills to effectively pivot to meet business needs.
• Ability to analyze data, identify trends, and provide actionable insights to improve customer experience and operational processes.
• Proven ability to think critically, manage conflicts, and provide creative solutions under pressure.
• Confident exercise of sound judgment in determining when to deviate from established guidelines and policies to effectively address customer needs.
• Ability to build and maintain strong cross‑departmental relationships to facilitate collaboration and drive improvements in customer experience.

Toronto HQ [Yorkville] – Hybrid work environment (3 days onsite).

Mejuri does not discriminate in hiring or terms and conditions of employment because of an individual’s race, ancestry, colour, place of origin, religion, gender, gender identity, national origin,…