Full-time posting
Job title: Product and Customer Operations Associate
- Company: VCycene Inc. (LILA smart composters)
- Location: Markham, Ontario. Hybrid, 3 days per week onsite.
- Job type: Full-time, permanent
- Start date: January 2027
- Salary: [range to be set before posting]
- Reports to: Co-founder and CTO
About the role
Every LILA composter we ship ends up in someone's kitchen. One person at VCycene owns what happens after that: the onboarding call, the support ticket, the return, the replacement, and the internal platform that tracks all of it. We are hiring that person.
The job is part operations and part building. You resolve today's tickets and returns, then fix the workflow that caused them, often by shipping the software change yourself with AI coding tools.
About VCycene
VCycene builds LILA, a smart home composter sold across Canada and the US, and Lovely, its companion app. We are a small hardware team in Markham. You will work directly with the founders, engineering, sales, and our logistics partners.
What you will do
- Run customer support. Own the support queue across email, phone, and text. Lead onboarding and troubleshooting calls. Diagnose user, firmware, and hardware issues, and escalate the ones that need engineering.
- Manage our outsourced support partner. Train the after-hours team, write the SOPs they work from, and check the quality of their replies.
- Close out returns, replacements, and warranty cases. Take each return from authorization through inspection to refund approval. Keep the replacement queue moving. File carrier damage claims and follow them to settlement.
- Build makeLILA, our internal operations platform. Write short PRDs for workflow changes, then ship them using Claude Code. Modules cover service tickets, refunds, sales, fulfillment, inventory, and fleet monitoring, plus carrier and warehouse API integrations.
- Coordinate fulfillment. Work with 3PL warehouses in Canada and the US on outbound orders, replacements, and returns. Handle cross-border documents, duties, and tariffs. Inspect inbound shipments.
- Track unit economics. Report cost per customer and per production batch: COGS, shipping, warranty, refunds, and support. Turn the numbers into recommendations.
- Bring the customer's voice to product. Summarize recurring feedback for the hardware and Lovely app teams, test releases before customers get them, and ask happy customers for reviews.
What we are looking for
- 2+ years in customer operations, technical support, logistics, or product operations. Strong new graduates with co-op experience in one of these will also be considered.
- Direct customer contact by phone or video, including complaints and refund conversations.
- A project built with AI coding tools, scripts, or code, or another example that shows you learn technical tools quickly.
- Spreadsheet work involving costs or margins.
- Clear written English. Your mini-project is the sample.
- Legally authorized to work in Canada.
Nice to have
- Hardware, consumer electronics, or appliance experience
- Reverse logistics, warranty, or carrier claims experience
- Cross-border shipping, customs, or 3PL experience
- HubSpot, Zendesk, ClickUp, or a similar ticketing tool
- Experience writing PRDs or product specs
- Mandarin or another additional language
- Driver's licence for occasional GTA warehouse visits
What to expect
Some of this job is hard. You will take calls from frustrated customers and sometimes tell them no. Many processes are unfinished, and you will be the one to write them. In return you get wide ownership early: customer operations, logistics, analysis, and software you ship yourself, working directly with company leadership.
How to apply
- Apply through this posting with your resume.
- Include our mini-project, which takes about three hours: https://claude.ai/code/artifact/8373b16d-61ee-4f16-8c30-981571263a11.
- Upload your submission as the cover letter or as the last page of your resume file.
