Partner Support Consultant (Contract)

September 5, 2025

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Job Description

Description

Location: This hybrid role requires 3 days on-site at our Burnaby, BC office and 2 days remote per week.
Term: This is a full-time 6-month contract with the potential to conververt to a permanant position based on performance and business needs.
Salary: $53,000 – $60,000
Actual compensation within the range will be based on experience
We also offer quarterly variable compensation package (bonus) + benefits
About Specsavers
Welcome to Specsavers – where we’re not just about eyewear and eyecare, we’re a purpose-driven organization committed to changing lives through better sight. Ranked as the 11th Best Workplace in Canada and 16th Best Workplace in the world by Great Place to Work, we take pride in our optometrist-owned business model, providing quality eyecare and affordable eyewear to Canadians across the country.
Our journey began 40 years ago in the UK, with visionary optometrists Doug and Mary Perkins. Today, we support over 2,700 healthcare businesses, passionately caring for more than 44 million patients and customers worldwide.
At Specsavers, we believe that access to quality eyecare should be a right, not a luxury. That’s why we go above and beyond to transform the eyecare experience in Canada. With our advanced clinical equipment and an extensive range of affordable and high-quality eyewear, we’re here to make a real difference in the lives of our customers.
But that’s not all – we’re also dedicated to fostering a positive, inclusive and supportive work culture. We strive to create an environment where our partners thrive while benefiting from the collective support and resources of our dedicated teams.
If you’re passionate about making a difference, providing incredible care, and being part of a values and purpose-driven organization, join us on our journey to revolutionize the way Canadians experience eyecare. Together, we can change lives through better sight.
What You’ll Do
Purpose of the role
The Partner Support Consultant is an essential member of the Partner Support desk team, delivering high-quality telephone and Service Now ticket support to Partners nationally across Canada across a range of topics.
Key Responsibilities

  • First-level support for all store Partners across a variety of topics, including Operations, Product, and Marketing
  • Respond to and take ownership of Partners’ requests across a number of channels including phone, Service Now, and email
  • Accountable for either resolving the Partner’s requests within the support desk team or appropriately triaging it to the right department and monitoring for its resolution.
  • Continually focus on business improvement and reduction of Partners’ challenges by identifying any gaps in communications or processes and escalating these within the team
  • Actively seek to improve your own skills and product knowledge
  • Create and maintain organizational guides to ensure the support desk has the most up-to-date information
  • Encourage Partners to adopt best practices to achieve operational efficiency to allow businesses to focus on customer service
  • Navigate systems such as our Practice Management system, WINK
  • Support on the project and new initiatives as the business continues to grow

Essential
What We’re Looking For

  • Self-motivated, able to manage and prioritize workload effectively
  • Ability to support and champion change
  • Excellent verbal and written communication
  • Strong customer service focus
  • Good knowledge of incident and problem management
  • Passionate about delivering exceptional customer service

Nice to have

  • Experience with Service Now
  • Understanding of the optical business and market
  • Experience in retail operations
  • Franchise experience or having had large stores exposure and understanding of its complexity

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