About IntouchCX
IntouchCX is shaping the future of customer experience by partnering with iconic brands to create meaningful connections across voice, chat, email, and social media. Fueled by cutting-edge technology and a team that’s all-in on making brands thrive, we’re setting the bar in quality-driven support.
About the Job
We are currently hiring Senior Customer Service Representatives, Escalations (Overnight)!
Are you an experienced problem solver with a background in high-level customer service or hospitality? Do you thrive on turning difficult situations into positive outcomes through high-touch support? Are you interested in a rewarding career working with the world’s most exciting brands?
As a Senior Customer Service Representative, Escalations (Overnight) on our Community Support team, you will take ownership of sensitive, urgent, and high-stakes cases for our global community of guests and hosts. This is a senior-level role responsible for stepping in when standard support isn't enough. You will drive complex issue resolution, deliver empathetic and effective solutions, and rebuild confidence in the platform through exceptional service.
We are looking for experienced professionals with drive and ambition—people who want a career path, not just a job. Your background in handling escalated or high-emotion situations, combined with punctuality, performance, and positivity, will set you up for success!
Benefits of Working as a Senior Customer Service Representative, Escalations (Overnight):
- Flexible schedules
- Competitive salary - $21/hr
- Industry-leading benefits - Health, Dental, Vision
- Amazing career growth opportunities
Working as a Senior Customer Service Representative, Escalations (Overnight), You Will:
- Exercise discretion when delivering case outcomes, including making financial decisions when necessary
- Clearly explain policies and processes in user-friendly language
- Provide feedback and insights on tools, processes, and policies
- Handle complex, high-value, and high-urgency escalations from guests and hosts
- Serve as the single point of contact for assigned cases
- Support hosts and guests enrolled in wide range of pilots designed to enhance customer experience
- Maintain accuracy and security of customer information
Working as a Senior Customer Service Representative, Escalations (Overnight), You Have:
- A high school diploma (or equivalent).
- Experience in supporting clients within hospitality or technology platforms (Preferred)
- At least 2 years of customer service, call center, contact center, guest services, or hospitality experience
- Experience handling escalated or high-emotion customer situations.
- Great communication skills, both verbal and written
- The ability to be consistently ready to work and on time as scheduled.
- The understanding you will be working on site at our state-of-the-art campus in Winnipeg, MB
Availability: Full time (some shifts may depend on availability).
Ready to apply? Submit your application and one of our team members (including AI-powered) will reach out via email/phone/text to learn more about you and connect you to this exciting opportunity! By submitting your application, you are consenting to be contacted via the above communication channels.
IntouchCX provides Equal Employment Opportunities in accordance with all provincial and federal laws. IntouchCX is committed to ensuring equality of opportunity in all aspects of employment and does not discriminate based on protected characteristics.
IntouchCX is committed to accommodating persons with disabilities. If you need accommodation at any stage of the application process or want more information on our accommodation policies, please let us know.
By signing this application, the applicant consents to IntouchCX collecting, using and retaining his/her personal information for purposes relating to the application process and if hired, the employment relationship.
Any and all personal information collected is held in the strictest confidence and in accordance with all applicable Privacy Laws.
Pay: $21.00 per hour
Expected hours: 40.0 per week
Benefits:
- Dental care
- Extended health care
- Flexible schedule
- Vision care
Work Location: In person
