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 detail-oriented and customer-focused Customer Success Representative – Warranty to manage and grow our after-sales warranty program. This role sits at the heart of our customer experience: from handling service issues and warranty claims, to ensuring smooth communication with both customers and our warranty provider (Aviva). The ideal candidate has experience in service, aftercare, or warranty operations, and can balance customer care with sound financial decision-making.

This is a hybrid role, open to candidates across Canada, with standard hours of 8:30am–5:00pm EST, Monday to Friday. You will report directly to the Head of Operations.

What you’ll be doing

• Manage the full warranty lifecycle for SecondShop’s 30-day guarantee and 11-month extended coverage period.
• Handle customer service issues post-sale, including repair/replacement assessments (up to 4–5 years on product lifecycle).
• Submit and reconcile 500+ monthly consumer warranty orders with our provider, Aviva, including invoices, reporting, and documentation.
• Make cost/coverage decisions—balancing financial analysis with customer satisfaction.
• Write clear and professional customer communications explaining warranty outcomes and coverage decisions.
• Pull reporting and track orders requiring warranty coverage to ensure accurate, timely resolution.
• Collaborate with internal operations and service partners to ensure service calls are managed effectively and billed back correctly.

Who we are looking for

• Experience in warranty, service, or aftercare roles (appliances, automotive service, OEM/parts management, or home/insurance claims preferred).
• Strong customer-facing communication skills with the ability to explain technical or financial coverage decisions.
• Proven administrative skills—able to manage high-volume reporting, invoices, and reconciliation accurately.
• Analytical thinker with attention to detail and confidence in financial trade-offs (repair vs. replace).
• Independent, self-motivated professional who thrives without close hand-holding.
• Must be comfortable in a fast-moving, high-growth startup environment.

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! 

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