Customer Success Coordinator

We are hiring two Customer Success Coordinators to support our growing team. While both roles share core responsibilities, one position will have a specialized focus on Incentives & Operations, supporting participant incentive programs and operational workflows in addition to core Customer Success responsibilities.

This position is ideal for someone early in their career who is highly organized, technically curious and eager to build hands-on experience across customer success, operations and incentives management in a fast-growing tech environment.

Reporting to the Director of Customer Success, you’ll play a critical role in ensuring our clients and research participants have a seamless, positive experience - from incentive fulfillment to day-to-day project support - while occasionally stepping in to provide tech support coverage when needed. This is an entry-level role designed for someone at the beginning of their career who is excited to learn, take ownership and grow over time.

Who are we? 

When you join Rival Group, you’re not just accelerating your career—you’re also helping shape the future of customer insights and market research.

We’re a forward-thinking, results-driven organization obsessed with helping innovative brands get closer to their customers in a way that feels fresh, organic, and fun. Rival Technologies, the tech arm of our business, is the world’s best conversational research platform and one of Vancouver’s fastest-growing tech companies. 🚀 Reach3 Insights, our consulting side, is an award-winning 🏆 market research agency with offices in Chicago, Toronto, and Vancouver. Together, we’re helping brands like Coca-Cola, Kellogg’s, Dell Technologies, REVOLT TV, and Roblox get better insights they can use to deliver better products, create more impactful marketing campaigns, and improve the end-to-end customer experience.

Our customers LOVE our tech and services. We’re growing fast—and we’re inviting great people to join us on the ride 🎢

If making measurable, immediate impact while having fun sounds like your jam, then we invite you to apply! 👇

What you’ll do:

• Assist customers with their projects and overall day-to-day relationship, driving product adoption, satisfaction, retention, and renewals for subscription accounts
• Build and maintain trusted advisor relationships with customers, creating strong champions who value and advocate for our platform
• Support customers in successfully leveraging our platform to achieve their desired outcomes
• Identify opportunities for ad hoc clients to develop into subscription accounts
• Identify, isolate, and escalate issues or bugs in partnership with the helpdesk to ensure timely resolution
• Use data and reporting to identify “at-risk” accounts and support proactive outreach

Additional Support

• Support Customer Success Managers with project setup, coordination, and execution
• Monitor projects and accounts to identify risks and opportunities
• Occasionally join client calls to support delivery and gain client-facing experience
• Provide infrequent backup coverage for tech support (training provided)
• This coverage is infrequent (typically a few weeks per year in total) and supported by training. Over time, your familiarity with our platform through customer success and incentives work will make this coverage straightforward.

Incentives & Operations Focused

• Own end-to-end execution of participant incentive programs
• Manage sweepstakes draws, prize fulfillment, redraws, and incentive tracking
• Fulfill digital gift cards, points-based rewards, and ad hoc incentives with strong attention to detail
• Manage the incentives support inbox and resolve participant inquiries
• Track incentive retainers and provide balance updates to Customer Success Managers
• Build and improve incentive processes, templates, and workflows

What You'll Have:  

• Undergraduate degree required (or equivalent work experience)
• 0-2 years of Customer Success or a related customer-focused role
• Excellent written and verbal communication skills
• Strong customer-first mindset with a passion for delivering exceptional experiences
• Ability to remain composed, organized, and solution-focused in fast-paced or high-pressure situations
• Adaptable communication style with the ability to tailor messaging to different audiences
• Experience in a customer support, operations, coordination, or service-oriented role (professional, internship, or equivalent experience)
• Strong organizational skills and attention to detail - you enjoy keeping things accurate, tidy, and on track
• Clear, professional written communication skills
• Comfort working independently and taking ownership of defined responsibilities
• A collaborative mindset and willingness to support teammates when needed
• Technical curiosity and confidence learning new tools, systems, and platforms
• Ability to manage competing priorities and meet deadlines in a fast-paced environment
• Flexibility and responsiveness, including occasional monitoring of emails outside standard working hours when required

Nice To Have: 

• Interest in technology, market research, or data-driven work
• Experience working with multiple stakeholders or teams
• Familiarity with CRM systems, helpdesk tools, or incentive programs (not required)

Why us for your next career adventure?  

💵 Fair compensation

We’re committed to pay equity/fair pay practices and closing the gender salary gap. 

• In determining salary, Rival Technologies considers many factors including the successful candidate’s skillset and experience as well as internal equity. The salary range for this position is $50,000 to $ 60,000, with the upper portion typically reserved for tenured employees who have developed extensive job knowledge and expertise within the company.
• This role is open in Vancouver and Toronto. 

Our compensation package also includes:

• Home office, Internet and Cellphone stipends
• RRSP plan with employer matching
• Parental leave top up

💆‍♂️ Flexibility and time off

• Hybrid working model and home office benefits
• Comprehensive paid time off that covers vacation, sick, and personal days. 

🩺 Health and wellness

• 100% employer-paid health and dental plan
• Health spending account
• Generous sick, personal, and mental health days
• $1,000 annual mental health benefits with Canada Life

🤝 A great place to work you can be proud of

According to a survey of our employees conducted by an independent agency:

• 91% of our people believe management practices are equal and impartial
• 86% have pride in their work and the organization
• 91% agree that their teammates are friendly, supportive and welcoming

Our values at Rival:

• Courage
• Results
• Energy
• Kinship

The not-so-fine-print 🧐

If you think you’re a good fit, please connect with us ASAP with your resume. You must be eligible to work in Canada to be considered for this role. At Rival, we value the unique qualities and experiences that each candidate brings to the table. We believe in a personal approach to hiring and take the time to thoroughly review each resume ourselves. Rest assured, we do not use AI or automated systems to review or filter resumes. Every application is carefully reviewed by our hiring team to ensure a fair and personalized evaluation process. If you don’t see yourself fully reflected in every job requirement listed on the posting above, we still encourage you to reach out and apply. Research has shown that individuals in underrepresented groups often only apply when they feel 100% qualified. We are proud to be an equal opportunity workplace committed to building a team culture that celebrates diversity and inclusion. Rival provides equal employment opportunities to all employees and applicants without regard to race, religion, age, ancestry, gender, sex, sexual orientation, national origin, citizenship status, physical or mental disability, veteran status, marital status, or any other characteristic protected by applicable law.

Rival is also committed to fostering a culture of belonging, which includes ensuring an accessible work environment and employment practices. If you require accommodation at any point in the selection process, please email peopleteam@rivalgroup.io

Finally, we know from time to time emergencies happen and you may need to reschedule an interview — we understand and encourage you to be in communication without worrying about losing the opportunity or your credibility.

Please note given our security and compliance certifications, final applicants will be required to undergo a background check.

No recruiters and no phone calls, please!