Account Coordinator, Customer Support in Markham, Ontario at GoBolt

About GoBolt

Our Mission:

At GoBolt, we provide a technology-driven, customer-centric and sustainable approach to ecommerce and last-mile logistics for businesses of all sizes – from local brands to large national retailers. By operating as an extension of our customer's team, we deliver best-in-class services every step of the way.

We're building North America’s largest electric vehicle fleet to help bring sustainability to an industry notorious for its heavy impact on the environment. We are in high growth mode and building for the future, which is where you come in!

We are on the lookout for an Account Coordinator, Customer Support who shares our passion for Customer Obsession. In this dynamic role, you will play a critical supporting part in the day-to-day communications and support of our client accounts, partnering closely with Account Managers to ensure operational excellence, timely issue resolution, and a best-in-class customer experience.

Salary: $55k-60k

Location: Can be located in Ottawa, Montreal, Calgary, Richmond BC or near Markham Ontario as this is a hybrid work model based out of one of our warehouses.

We are recruiting for active vacancy.

Key Responsibilities:

• Support Account Managers in the day-to-day management of client accounts, acting as a key point of contact for routine client communications;
• Coordinate with internal teams (operations, fulfillment, transportation, and tech) to ensure client requests, escalations, and service requirements are addressed promptly;
• Serve as a frontline customer support resource for clients, responding to inbound inquiries with empathy, urgency, and a solutions-first mindset;
• Own and manage escalations from start to finish, applying critical thinking to assess severity, identify the right cross-functional partners, and drive resolution within SLA;
• Track client SLAs, flag potential issues proactively, and assist in driving resolutions through to completion;
• Maintain accurate account documentation, SOPs, and CRM records to ensure data integrity across the customer lifecycle;
• Investigate and triage client tickets, working cross-functionally to identify root causes and prevent recurrence;
• De-escalate sensitive or high-stakes client situations with professionalism, keeping stakeholders informed and managing expectations throughout the resolution process;
• Document recurring customer issues and partner with internal teams to recommend process or product improvements that reduce ticket volume over time;
• Stay up to date with industry trends, regulations, and best practices in supply chain and logistics;
• Identify opportunities to improve internal processes that impact the client experience.

TLDR; you need to be highly organized, detail-oriented, comfortable juggling multiple priorities at once, and live our "Get Sh!t Done" value. Strong communication and a bias for action in this role are a must.

What We Are Looking For:

• Minimum 2-3 years experience in an account coordination, customer success, customer service, or an operations support role;
• Experience or strong interest in the 3PL/Fulfillment/Last mile field is highly preferred;
• Exceptional organizational skills and the ability to manage multiple priorities and stakeholders simultaneously;
• Strong critical thinking skills, with the ability to break down ambiguous problems, weigh trade-offs, and make sound judgment calls under tight deadlines;
• Proven ability to handle client escalations calmly and professionally, de-escalating situations while driving toward resolution;
• Excellent written and verbal communication skills, with the ability to communicate clearly with both clients and internal teams;
• Strong empathy and active listening skills, with a passion for delivering exceptional customer support experiences;
• Demonstrated commitment to customer service excellence;
• A proactive, solution-oriented approach with the ability to take ownership of issues from start to finish;
• Comfort working in a fast-paced, ambiguous environment where priorities can shift quickly.

Why Join Us?

We are innovative, goal-oriented, and are always on the search for energetic and passionate people who are eager to learn and would like to have a rare opportunity to grow within one of Canada's fastest-growing companies. We offer a workplace where respect, diversity, and inclusion are the cornerstones of our culture. Our team members are encouraged to bring their authentic selves to work, contributing to our collective mission in their unique ways. Aside from an amazing culture, we also offer competitive salaries and a comprehensive benefits package including health, dental, and vision plans for you and your family. If you are eager to make a difference and contribute to a fast paced exciting environment, we would love to hear from you.

GoBolt is an equal-opportunity employer that recognizes the value and importance of a diverse workforce. GoBolt is committed to providing assistance during all phases of the employment cycle, including recruiting through to the end of the employment relationship. If you require accommodation because of injury, illness, or disability during any portion of GoBolt’s recruiting process, please let us know by contacting your recruiter's point of contact, and we will do everything we can to accommodate you.

At GoBolt, we value innovation and efficiency. In line with Ontario’s Working for Workers Act, we utilize AI-powered tools to assist in the screening and initial assessment of candidates for this position. This helps us focus on your skills and reduces bias. While AI helps us get started, your journey with us is guided by real people. Every final decision is made by a member of our team who values the unique perspective you bring.