The Ontario Cannabis Store provides safe, responsible access to recreational cannabis for adults 19 and older. We operate the sole legal online store for recreational cannabis in Ontario and are the provincial wholesaler of cannabis for private retail stores.
Working at the OCS is a unique opportunity to be part of an agile start-up in a ground-breaking new industry. We’re a diverse team passionate about delivering a great customer experience, working together with mutual respect and building value out of our differences. We’re an inclusive organization that understands that delivering great results comes out of ensuring every voice is heard.
About the Role
We’re looking for a Customer Operations Specialist to join our team. The Customer Operations Specialist will be responsible for providing expert level, tailored, on demand, and proactive white glove service to OCS’ OMNI Channel customers. They will be responsible for enabling long term B2B Customer success in conducting business with the OCS, and in navigating the OCS environment in a frictionless way. They will also be responsible for providing expert level troubleshooting to support the implementation of new products or services, and training and education of OCS customers.
About Your Day
- Provide on-demand, and tailored training and education to OCS’ B2B Customers on OCS’ products, services, and policies.
- Provide preemptive training and education to OCS’ B2B Customers based on historic engagement trends, needs, and customer segmentation.
- Provide guidance to OCS’ B2B Customer on successful, and frictionless navigation of OCS environment.
- Assist OCS’ B2B Customers in setting up and navigating current or new programs effectively resulting in positive customer sentiment and customer adoption.
- Promote the value of OCS’ products or services by emphasizing the benefits to OCS’ B2B Customer.
- Provide fast and accurate solutions for complex issues.
- Manage and resolve escalated customer contacts.
- Lead investigative process for customer impacting issues.
- Maintain accurate CRM (Client Relationship Management) records of customer account issues and solutions.
- Raise complex concerns, or trends for escalated review and investigation by the OMNI Channel Customer Support team.
- Provide feedback to enable continuous improvement based on data.
- Collaborate with OMNI Channel Customer Support team members to provide high level of customer service.
- Provide ad hoc support in severe customer impacting situations.
- High School Diploma or Equivalent (Post-Secondary Education, in a related field or equivalent experience is preferred)
- 5+ years of Customer Service experience in related field (1-2 years of experience in retail, customer management, customer service-based role is preferred)
- Previous experience with B2B Systems and Customer Record Management Systems
- Microsoft Office Suite Experience
- This position currently offers a fully remote work schedule. (The in-office requirement is depending on business needs. The OCS office is located near York Mills and Yonge St. However, OCS reserves the right to change this policy and its office location at any time.)
- City: Toronto, ON
- Employment Type: Permanent, Full- Time (Bargaining Unit Role; Represented by OPSEU)
- Required Travel: Rare, usually within the GTA
- Application Deadline: June 13, 2025
The target hiring range for this position is $73,113- $78,000. This is a pay grade 7 BU role, with a salary range of $73,113-$89,361. Placement in the salary range will be based on factors such as market conditions, internal equity, and candidate experience, skills, and qualifications relevant to the role.
We are committed to providing an accessible, equitable and inclusive candidate and employee experience. We provide reasonable accommodation throughout the recruitment process and in employment. If you require an accommodation please let us know, we will work with you to meet your needs.