Customer Wellness Associate

Job Posting: Customer Wellness Associate

Location: Vancouver, BC (In-Office)

Start Date: TBD

Employment Type: Full-time, permanent

Reports to: Chief Operations Officer

Salary Range: $46,000 – $54,000 CAD

Applications Close: Thursday October 8th

Apply to: anna@periodaisle.com

Who We Are

Aisle is a Vancouver-based, B Corp–certified period and functional underwear company, building products and a customer experience that reflect our values: thoughtful, sustainable, and genuinely helpful. Our Customer Experience team is the heart of that promise - the people who make sure every customer, whether they reach us by email, chat, or social media, feels heard and taken care of.

Position Overview

The Customer Wellness Associate is an entry-level role supporting Aisle's growing customer base through proactive, outbound-first communication, hands-on warehouse order support, and direct-to-customer social media care.

You'll work closely alongside our Warehouse Team and Customer Wellness Lead, sharing the day-to-day support queue but with your own areas of focus: getting ahead of issues before customers have to ask (oversells, address problems, shipping delays), resolving customer concerns directly on social media rather than routing them to email, and supporting warehouse-side processing of returns and return-to-sender (RTS) packages.

This is a great fit for someone early in their customer service career who is organized, empathetic, comfortable switching between a computer and warehouse tasks, and excited to help build a best-in-class support experience for a growing ecommerce brand.

Key ResponsibilitiesProactive Customer Outreach

• Monitor order and inventory data to flag oversells, backorders, and shipping delays, and reach out to affected customers before they have to ask
• Identify and resolve address issues on upcoming shipments to reduce return-to-sender packages
• Send timely, warm, on-brand updates when something changes with a customer's order

Social Media Customer Care

• Own front-line customer service across Aisle's social channels (comments and DMs), resolving issues directly on-platform instead of redirecting customers to email
• Monitor social channels for service-related questions and respond with brand voice and empathy
• Escalate sensitive or high-risk social interactions to the Social Media Manager as needed

Warehouse & Returns Support

• Process customer returns and exchanges in the warehouse, following established tagging and quality protocols
• Manage return-to-sender (RTS) packages - identifying the cause, correcting address or order data, and coordinating reshipment
• Partner with the warehouse team to keep returns processing on schedule and flag recurring fulfillment issues

Customer Support Operations

• Support the shared support queue (Gorgias/Shopify) alongside the Customer Wellness Lead, with a focus on outbound and proactive tickets
• Keep accurate order notes, tags, and resolution records
• Help maintain macros for recurring outbound scenarios (oversells, delays, address corrections)

Collaboration & Learning

• Work with the Customer Wellness Lead to divide queue ownership and keep tone and quality consistent across channels
• Share recurring customer and fulfillment issues with Operations to support root-cause fixes
• Receive regular mentorship and feedback, with room to grow into broader customer experience responsibilities

Qualifications & Experience

• Experience in digital customer service, retail, hospitality, or another customer-facing role 
• Comfortable moving between digital communication and hands-on warehouse tasks in the same day
• Strong written communication skills and comfort representing a brand's voice on social media
• Detail-oriented, particularly with data entry, order tracking, and shipping/address accuracy
• Organized and calm under a high volume of customer interactions
• Comfortable with light physical warehouse work (lifting, sorting, standing)

Assets (Nice to Have)

• Experience with Shopify - a major asset
• Experience with Gorgias or another customer service/helpdesk platform
• Experience managing a brand's social media presence or community engagement
• Interest or background in ecommerce, DTC, or consumer packaged goods
• Interest in the period care, wellness, or sustainability space

What We Offer

• Structured on-the-job training and mentorship from our team
• Hands-on experience across customer support, fulfillment, and social media for a growing ecommerce brand
• A supportive, collaborative team environment
• Competitive entry-level compensation and benefits
• Room to grow into broader customer experience responsibilities over time

How to Apply

Please send your resume to anna@periodaisle.com. Tell us about a time you turned a frustrated customer into a happy one - we'd love to hear it.