Customer Advocacy Specialist

What we will offer you: Culture: Join a supportive and inclusive work environment where teamwork, respect, and open communication are at the core of everything we do.

Opportunity: A continuous focus on professional development with many opportunities for training & career growth.

Health & Wellness: Competitive health benefits right from the start including health & wellness spending accounts & maternity leave top-up. Access our employee assistance program for confidential counseling, mental health support, and various resources to help you navigate life’s challenges.

Competitive Compensation: We offer a highly competitive salary package, ensuring that your hard work and dedication are recognized and rewarded accordingly.

Flexibility: We understand the importance of work-life balance, we offer flexible hybrid work options to help you manage your personal and professional commitments.

Technology: Work with state-of-the-art tools and technologies that empower you to excel in your role and stay at the forefront of industry trends.

Safety Focused: We care about you and have committed to a zero-harm workplace.

The Customer Advocacy Specialist is a strategic role responsible for managing high-profile external inquiries and customer escalations while driving advocacy initiatives that enhance trust and compliance. This position serves as a critical liaison between the organization and external stakeholders, ensuring timely, accurate, and compliant responses to sensitive issues.

What you'll do:

- Lead Customer Advocacy Team: Supervise and develop a team that handles complex and sensitive external inquiries, including Attorney General offices, Better Business Bureau (BBB), and media contacts.

- Manage Escalations: Oversee resolution of high-impact customer escalations, ensuring alignment with company policies and regulatory requirements.

- Strategic Advocacy Initiatives: Design and implement programs that strengthen customer trust and promote positive brand reputation.

- Cross-Functional Collaboration: Partner with Legal, Compliance, Operations, and Customer Experience teams to ensure consistent messaging and adherence to regulatory standards.

- Executive-Level Communication: Represent the organization in high-stakes discussions with external agencies and internal leadership, demonstrating strong executive presence.

- Compliance Oversight: Maintain deep understanding of consumer protection laws and industry regulations to guide team actions and mitigate risk.

- Other Duties: Performs other related duties as assigned.

What you bring:

- Bachelor’s degree required; advanced degree preferred.

- 3+ years in customer service, advocacy, or related field.

- Proven experience managing teams and complex escalations.

- Exceptional communication and negotiation skills.

- Strong executive presence and ability to influence senior stakeholders.

- Knowledge of compliance and regulatory frameworks.

- Ability to thrive in a fast-paced, high-pressure environment.

- Legal authorization to work in Canada is required. We will not sponsor individuals for employment visas now or in the future for this job opening.

Superior Propane is Canada’s leading and reliable propane provider. Customers have trusted the experts at Superior to fuel their homes and businesses since 1951. Customer Focus, Performance, Safety, and Winning with People are the four key values that are the foundation of everything that we do.

"Here at Superior Propane we are an equal opportunity employer committed to the inclusion and accommodation of all individuals. If you have an accommodation need during the recruitment & selection process, we encourage you to connect with us at aoda_hr@superiorpropane.com to let us know how we can enhance your experience."