Tier 1 Customer Experience - 6 Month Term

Company: Moby (a division of Western Fibre Communications Corp.)

Department: Customer Experience

Industry: Telecommunications

Target Start Date: December 15, 2026, starts as temporary role potential to become permanent

Candidate Areas of Interest: Technology, Customer Support, Technical Support, Problem-Solving, Organized, Attention to detail, Team Collaboration, Continuous Learning, Adaptability, Excellent communication and process improvement

Work Location: Hybrid after training

• Training requirement: Minimum 2 weeks in-office in Calgary, AB
• Post-training schedule: 2 days in office / 2 days remote

About Moby

Moby is an independent fibre optic telecommunications provider delivering high-speed Internet, TV, and Home Phone services, with a strong focus in Alberta and the potential to support nationally. We are not a reseller of incumbent carriers - we design, deploy, and operate our own fibre optic infrastructure.

Finally, an alternative.

We’re growing, and we’re looking for a Tier 1 Customer Experience Representative who thrives in a fast-paced, customer-focused environment and enjoys solving problems that directly impact customer experience.

About the Role

As a Tier 1 Customer Experience Representative, you’ll be the first point of contact for our customers. You’ll handle high-volume inbound inquiries, resolve common technical and billing issues, and ensure accurate documentation while knowing when and how to escalate issues appropriately.

This role is critical to maintaining customer satisfaction, reducing escalations, and supporting efficient operations across the organization.

Key Responsibilities

• Handle inbound customer inquiries via phone, email, and chat
• Provide Tier 1 support for Internet, TV, and Phone services
• Troubleshoot and resolve basic technical, billing, and service issues
• De-escalate customer concerns professionally and empathetically
• Accurately log, update, and close tickets in the CRM/ticketing system
• Educate customers on services, tools, and self-service options
• Escalate issues according to defined SOPs and workflows
• Collaborate with Tier 2/3 Support, Finance, Network, and Sales teams
• Identify recurring issues and contribute feedback for process or knowledge base improvements
• Perform other duties as assigned.

Qualifications & Experience

Must-haves

• 1+ year of high-volume call center or customer support experience
• 1+ year of technical support experience (telecom or ISP preferred)
• Strong verbal and written communication skills
• Active listening and de-escalation skills
• Strong attention to detail and documentation accuracy
• Ability to follow SOPs and structured workflows
• Comfortable working in KPI-driven environments

Nice-to-haves

• Experience in ISP, telecom, or technical support environments
• Familiarity with CRM or ticketing systems
• Basic understanding of networking or service provisioning concepts
• Experience with AI-assisted or automated support tools

Education

• High School Diploma required
• Post-secondary education considered an asset

Why you’ll love working at Moby

In addition to a competitive compensation and benefits package, you’ll enjoy a culture built on tenacity, collaboration, trust, growth, and having a good time doin’ it. You'll love the a hybrid work environment, casual dress, on-site gym access and paid time off!

We love our people, so we invest in regular team events, development sessions, and cross-functional collaboration.

Here’s what the Moby team says:

• “The flexibility is real. I can work from home, manage my day, and still feel totally supported.”
• “Zero micro management. They trust me to deliver and that makes me want to deliver even more.”
• “You actually get to build things here. If you have an idea, you can take it from concept to launch.”

• “It’s exciting working for a disruptor. We’re taking on industry giants and making an impact.”
• “Moby is a karaoke company!”

Tenacity, collaboration, and innovation - that’s the Moby way.