Description du poste
**About the role**
PureGard is looking for a creative, organized and customer-focused team member to support our Sales and Marketing Director. You will help customers get timely, accurate answers and create content that helps families enjoy the outdoors with confidence.
This role follows the rhythm of our business. During peak season, the focus is customer service, helpdesk coordination and social media content. During the off-season, the focus shifts toward campaign planning, content production and preparing resources for the next season. Customer support continues throughout the year.
**Priorities, independence and coverage**
During peak season, address urgent customer issues first and organize routine enquiries around protected time for scheduled content and campaign work. Flag workload conflicts early so the Director can adjust priorities or arrange support before deadlines are missed.
Once trained, handle routine customer enquiries independently using approved information and documented procedures within the authority delegated by the Director. Escalate product reactions, safety questions, unresolved complaints and exceptions requiring approval. Schedule and publish approved content; submit new claims, offers and material changes to automated responses for approval.
The Director sets priorities and arranges a trained backup for absences and periods of high demand. Keep handover notes current so open customer cases and scheduled marketing work can continue.
**Peak season responsibilitiesCustomer service and helpdesk**
* Monitor the helpdesk and respond to customer tickets from email, website chat, social messages and phone or voicemail channels as assigned.
* Answer product, order, delivery and promotion questions using approved information. Coordinate with administration and fulfillment teams to resolve issues and keep customers informed.
* Keep tickets organized with clear notes, categories, follow-up dates and resolution details. Follow up on open cases and escalate complaints, product reactions and questions requiring approval.
* Work alongside the AI customer service chatbot and support agent: review conversations, take over cases that need a person and flag inaccurate or incomplete answers.
* Help maintain approved FAQs, response templates and the AI knowledge base. Test proposed updates and submit changes for review.
* Share recurring customer questions, service problems and feedback with the Director to improve communication and customer experience.
**Social media and content creation**
* Create and schedule social posts, Stories, reels, photos and short videos using the approved content calendar and brand guidelines.
* Assist with filming and editing product education, family outdoor content, seasonal campaigns and company updates.
* Draft newsletters and campaign messages; check spelling, links, offers and mobile appearance before approval.
* Monitor comments and messages, encourage useful conversations and refer service i