At SecondShop, we’re a team of Canadians who believe in doing better—for our country, your wallets, and our planet. 
 
We started with a simple idea: why should perfectly good products go to waste or sit unsold when people like you are out there looking for smart ways to save? We have made it our mission to source the highest quality open-box, overstocked, and scratch-and-dent products from the top brands - offering them to Canadians at up to 50% off. But we are not just about savings—we’re about changing how people shop. Say goodbye to paying full price and hello to smarter spending. 

Role Overview:

SecondShop is seeking a customer-focused Claims Support Representative to join our team and provide exceptional support throughout the warranty claims process. In this role, you will act as the primary point of contact for customers, ensuring their warranty claims are handled promptly and professionally. The ideal candidate will excel in communication, organization, and problem-solving, with a passion for delivering outstanding customer experiences.

What you'll be doing:

• Serve as the first point of contact for customers with warranty claims, providing guidance on the claims process and required documentation.
• Assist customers in completing and submitting warranty claims, ensuring all necessary information is provided.
• Track and monitor the progress of claims, providing timely updates to customers and internal teams.
• Collaborate with the claims adjudication team to resolve customer inquiries and ensure accurate claim processing.
• Address customer concerns and escalations, working to resolve issues in a fair and efficient manner.
• Maintain detailed records of customer interactions and claim-related communications in the claims management system.
• Identify opportunities to improve the customer experience and streamline the claims support process.
• Stay informed about warranty policies, procedures, and updates to provide accurate and consistent information to customers.

Who we are looking for:

• Minimum of 2 years of experience in customer service, support, or a related field, preferably within warranty services or claims management.
• Excellent verbal and written communication skills, with the ability to empathize with customers and effectively address their concerns.
• Strong organizational skills and attention to detail, with the ability to manage multiple tasks simultaneously.
• Proficiency in using customer service and claims management tools and software.
• A proactive and solutions-oriented mindset, with a commitment to delivering exceptional service.
• Ability to work collaboratively with cross-functional teams to resolve customer issues and improve processes.

What we offer:

• A competitive base salary, along with a comprehensive benefits package, including health, dental, and vision coverage. 
• Enjoy the flexibility of remote work with occasional travel to attend in-person team meetings or events.  
• Access to exclusive discounts on SecondShop products for yourself and your family. 
• As a growing startup, SecondShop offers ample opportunities to take on new challenges, contribute to shaping the company’s future, and take ownership of key initiatives. 
• Join a passionate and mission-driven team that values collaboration, innovation, and a shared commitment to sustainability and responsible shopping. 
• Align with a company that believes in sustainability, smart spending, and improving the lives of Canadians. You'll have the chance to make an impact every day!