{"id":1988871,"url":"https://alion.io/job/positrace-customer-experience-specialist","title":"Customer Experience Specialist","company":{"id":3878597,"name":"PosiTrace","domain":"positrace.com","url":"https://alion.io/company/positrace","size_band":"51-200","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"BambooHR","truth_index":null},"role":"Customer Success","role_family":"Customer Success","seniority":null,"employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Burnaby, Canada"],"countries":["CA"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-10-05T00:00:00Z","employer_posted_date":"2026-10-05","last_verified_at":"2026-10-22T11:14:01Z","board_verified":true,"closed_at":null,"days_open":17,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":17},"description":"Positrace is a profitable, founder-led SaaS company specializing in GPS fleet tracking, AI-powered dash cameras, and asset management solutions. As we continue to grow internationally, we're looking for a Customer Experience professional who is passionate about building strong customer relationships.\nAs a Customer Experience Specialistat PosiTrace you will work in a fast-paced, high-volume environment where customers are a priority and issues need to move quickly. You will manage a portfolio of customers with different needs, levels of engagement, and expectations.\nDifferent teams may naturally approach customer needs from different operational perspectives and priorities. As a CES, part of your role is to bring the customer perspective into those conversations, align the right stakeholders, and help drive issues toward timely and effective resolution. Part of your responsibility is to recognize that gap, advocate for the customer, and bring the right people together to move things forward.\nYour primary focus is the health and success of the customer relationship. You will work to ensure customers are satisfied, receiving value from our solutions, and positioned for a strong long-term partnership with us.\nWhile the CES does not own the sales process, you play an important role in retention and growth. When a healthy account presents an opportunity for expansion, you will partner closely with the Account Management team to ensure the relationship, timing, and customer experience support a successful commercial conversation.\nThis is a role for someone who takes ownership. You will not always have a perfect process, a complete handoff, or every answer available. Our organization is continuously evolving, and priorities can change quickly. Training will happen largely on the job, so we are looking for someone experienced enough to assess a situation, determine what needs to happen, and take action without waiting for step-by-step instructions.\nWe also expect you to bring structure to the work. With a high volume of customers and competing priorities, organization, follow-up, documentation, and attention to detail are essential. A customer cannot become an afterthought simply because the team is busy.\nWhat makes this role rewarding is the opportunity to build meaningful, long-term relationships with customers and see the impact of your work throughout their journey with us. You will become a trusted point of contact for the customers you support, helping them navigate challenges, achieve their goals, and get lasting value from their partnership with PosiTrace.\nYou will also be part of a collaborative and multicultural team that genuinely enjoys working together. We support one another, share ideas and experiences across markets, and celebrate our wins as a team. If you enjoy connecting with people, solving real problems, learning from different perspectives, and seeing the relationships you build turn into long-term customer partnerships, there is a lot of fulfillment in this role.\nThis environment may notbe the right fit if:\nYou need fully established processes and detailed instructions before taking ownership.\nYou prefer a predictable workload with clearly defined priorities at all times.\nYou are uncomfortable challenging internal teams when a customer issue requires greater urgency.\nYou see customer service as simply responding to requests rather than proactively preventing problems.\nYou prefer to wait for another team to solve an issue rather than coordinate the people needed to resolve it.\nYou are primarily motivated by sales ownership or closing commercial opportunities.\nYou become frustrated when processes change or when you need to help build the process yourself.\nYou need extensive formal training before becoming comfortable managing customers independently.\nYou struggle to stay organized when managing multiple accounts, issues, renewals, and priorities simultaneously.\nThis role is a strong fit if:\nYou naturally take ownership when something is unclear or falling through the cracks.\nYou can manage a demanding customer portfolio without losing sight of the details.\nYou are comfortable saying, “This isn't working for the customer; here's what we need to do.”\nYou know how to distinguish between a customer who is simply asking for help and a customer who is genuinely at risk of leaving.\nYou can work across teams and influence people who do not report to you.\nYou are proactive rather than reactive.\nYou enjoy improving processes while simultaneously managing the day-to-day workload.\nYou understand that retention is everyone's responsibility, but you are willing to be the person who makes sure it actually happens.\nWhy Join PosiTrace?\nWork with a collaborative international team across Canada and Mexico\nOpportunity to make a meaningful impact on company and customer relationship\nBe part of a growing technology company where your ideas and initiatives matter\nAt PosiTrace, the customer experience function sits at the intersection of relationship management, operational execution, problem solving, and revenue protection.\nIf you are looking for a role where you can take ownership, make an immediate impact, and help build a stronger customer experience function while the organization continues to evolve, we'd like to hear from you.","description_format":"text","description_chars":5322,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Transportation & Logistics","Fleet Management","Car Electronics"],"lifecycle":[{"event":"open","at":"2026-10-07T04:22:21Z"}],"visa":[],"liveness":{"score":63,"band":"ok","label":"Likely open","p_open":1,"p_active":0.704,"p_room":0.9,"age_days":17,"expected_fill_days":32,"reasons":["conf:10","win:mid"],"computed_at":"2026-10-22T06:10:10Z"},"pay":null,"html_url":"https://alion.io/job/positrace-customer-experience-specialist","json_url":"https://alion.io/job/positrace-customer-experience-specialist.json","meta":{"generated_at":"2026-10-22T18:39:25Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":1463,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-23T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":3878597},"rest":"https://alion.io/mcp/rest/get_company?id=3878597"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fpositrace-customer-experience-specialist"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fpositrace-customer-experience-specialist"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fpositrace-customer-experience-specialist"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/positrace-customer-experience-specialist\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fpositrace-customer-experience-specialist"}]}