Customer Service Specialist (Remote)

  • Remote
  • Canada

Top Hat

Do surprising and delighting customers make you a happy camper? If so, Top Hat is the right place for you! We’re looking for a world-class Customer Service Specialist to join our team.

We work in higher education, so that means you’ll be going back to school…kind of. You’ll be working daily to provide technical support to students, instructors and staff who use our tool every day to enhance the classroom experience. You’ll also be working hand in hand with your fellow Top Hatters to collaborate and solve all kinds of problems!

You Will:

  • Help our bookstores, students and Top Hatters with a wide range of challenges
  • Provide effective and efficient support to bookstore supply chain issues
  • Effectively manage relationships with the 3PL regarding support functions
  • You will be able to troubleshoot issues with 3rd party suppliers to mitigate and solve issues
  • Find the root cause behind the pain points
  • Communicate across the organization to resolve customer issues
  • Provide administrative support to the Supply Chain and Distribution team
  • Elevate the customer experience to ensure Top Hat remains the industry leader in service
  • Perform other duties as required

About You:

  • You have 1-2 years of experience in a related field under your belt
  • You are proficient in English and have strong verbal and written communication skills
  • You have held a customer-facing role previously and you loved it!
  • You’re a problem solver and have exceptional diagnostic skills
  • You get technology and are considered a nerd (we’re full of them here, don’t be shy). You’re not scared to get your hands dirty and figure out how things work
  • You are obsessively customer-focused. You have a high level of customer service aptitude and can manage customer expectations
  • You are a natural at managing your time and prioritizing your tasks
  • You are curious and genuinely investigate the issues your customers are dealing with. You assertively represent the voice of the customer
  • You are an amazing communicator. You know how to listen, build rapport and respond empathetically to customers
  • You’re a master multi-tasker and keep your cool in high-pressure situations
  • It would be great if you also knew a thing or two about Salesforce, databases, or JIRA

Ten reasons people choose to join the Top Hat team:

  • A noble mission that creates meaningful, fulfilling work
  • A team that cares deeply for customers and for each other
  • Professional learning and development for all role levels
  • The latest and greatest technology to do your job
  • Competitive benefits and health/lifestyle spending accounts
  • We’re currently embracing an engaging, remote-first culture and work experience
  • A management team focused on performance, growth, engagement and connection
  • Our winning strategy and market potential
  • Employee-led, exec sponsored employee resource groups committed to Diversity and Inclusion
  • Passionate customers that believe in us—and what we do

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