Customer Experience & Retention Specialist

Customer Experience & Retention Specialist

Location: Toronto (Remote)

Salary: $60,000

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

• Coll...