Customer Experience & Retention Specialist

Customer Experience & Retention Specialist

Kilne is a Toronto-based cookware company on a mission to bring professional-quality tools into everyday kitchens. We’re growing quickly and looking for someone who can own the full customer experience — from support to retention and brand interaction.

This is not a traditional support role. You’ll be the voice of Kilne across customer touchpoints and play a key role in building long‑term customer relationships.

What You’ll Do:

• Manage customer support across email, chat, and social (Zendesk)
• Turn customer conversations into retention opportunities
• Support email marketing campaigns (Klaviyo) — segmentation, flows, and campaigns
• Engage with customers on social media (comments, DMs, outreach)
• Manage and respond to product reviews
• Identify patterns in customer feedback and surface insights to the team
• Collaborate with marketing on campaigns,...