We’re First Light Technologies (FLT). We design and manufacture outdoor lighting for public places like walkways, parks, and parking lots — over 55,000 of our lights are installed on almost every continent. Since our start in 2019 we’ve grown our team from 13 people to 43, and our customers love our easy-to-use products. Our lights work right out of the box, producing reliable, quality light all night, every night. They don’t require connection to the electrical grid, saving our customers time, money, and energy.

The role 

Reporting to the CEO, the Customer Experience Manager is responsible for ensuring customers have a positive experience with FLT by overseeing operations, managing a team, and implementing feedback-driven improvements. They build strong relationships with customers and cross-functional teams, while continually enhancing processes and training for efficiency and satisfaction.

This is a full-time, permanent role that will be hybrid from our Victoria office. Our team works 40 hours a week, Monday - Friday, with flexible hours within that scope. 

We offer… 

• Salary range: $90,000 - $115,000
  
• Bonus program: we have a meaningful bonus program designed to allow staff to benefit from our shared success and individual contribution.
  
• RRSP matching program: Up to 5% of base salary.
  
• Stocked kitchen: we get regular deliveries for snacks, coffee, and tea so you can stay fuelled while you work. 
  
• Benefits program: we offer a competitive extended health and dental program including long-term disability and a Health Spending Allowance.
  
• Vacation days: start with 3 weeks annual holidays. 
  
• Annual paid closure: we close for a week every year so you can re-charge with your family and friends. 

What you’ll do… 

• Oversee and drive the performance of customer experience initiatives in support of organizational growth. 
  
• Inspire, coach, and mentor teams to consistently achieve and exceed performance targets.
  
• Coordinate, develop, and lead ongoing skills training to equip teams with the necessary tools to maintain and enhance their performance.
  
• Work cross-functionally with leadership to align customer experience efforts with business goals.
  
• Document, refine, and optimize processes to drive efficiency gains across the CE team.
  
• Oversee technical support, customer feedback, support shipping, cancellations, insurance documentation, custom requests, quotes, and accounts receivable (AR).
  
• Foster strong, enduring relationships with customers and staff by understanding and addressing their needs.

What you bring … 

• Proven experience in customer experience management, preferably in the manufacturing sector.
  
• Strong leadership skills with the ability to inspire, coach, and mentor teams.
  
• Excellent communication and interpersonal skills to build strong relationships with customers and staff.
  
• Ability to analyze customer feedback and implement improvements.
  
• Proficiency in process documentation and optimization.
  
• Technical proficiency in managing support issues, shipping, cancellations, insurance documentation, custom requests, quoting polls, and accounts receivable (AR).
  

Nice to haves…  

• Experience in B2B, solar, or clean technology industries.
  
• Knowledge of ERP’s, CRM software and other related customer experience tools.
  

How to apply 

Please send your application through our careers portal on BambooHR.  

If you don’t meet all of our requirements exactly or have taken a non-traditional professional path, we still want to hear from you! Use your cover letter to tell us about your unique experience — we recognize that skills are transferable. 

We're building a diverse, innovative team that thrives on solving complex challenges. We encourage applications from candidates who bring unique perspectives and experiences to our growing organization.

Please note that we are unable to support work visas of any kind.