Jobs in Canada

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Added 1 min ago
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Aisle

Customer Wellness Specialist

Vancouver, BC, Canada

Salary Range: $55,000 - $60,000 CAD · Full-time

Apply on LinkedIn About employer

Applications open in a new tab.

Job details

Pay: Salary Range: $55,000 - $60,000 CAD
Job type: Full-time
Apply by: Apr 6, 2027
Experience: At least 2 years of ecommerce customer experience in a DTC or online retail business
Posting language: English
Posted: Oct 8, 2026

Original job description

Job Posting: Customer Wellness Specialist

Location: Vancouver, BC (In-Office, in-person required)

Start Date: TBD

Employment Type: Full-time, permanent

Reports to: Chief Operating Officer

Salary Range: $55,000 - $60,000 CAD

Apply to: anna@periodaisle.com

Posting closes: October 16th, 2026

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. They 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 Specialist is an experienced ecommerce customer experience role. We are looking for someone who has already run proactive outreach, social customer care, and returns in a live ecommerce business, and who wants to design and own those functions at Aisle rather than learn them from scratch.

You will work alongside our Customer Wellness Lead and you both report to our Chief Operating Officer sharing the support queue, with distinct areas of ownership. Yours are proactive customer outreach (getting ahead of oversells, address problems, and shipping delays before customers have to ask), social media customer care that resolves issues on the channel instead of sending customers to email, and the returns and return-to-sender (RTS) workflow, which includes hands-on support in our Vancouver warehouse.

You will not just work these processes. You will build the playbooks, automations, and reporting behind them, and you will be accountable for results. Because of the warehouse component, this is an in-person role based in Vancouver.

What Success Looks Like

Within your first year, we expect you to have:

Reduced RTS packages and oversell-related tickets through earlier detection and outreach
Met response and resolution targets on social channels, resolving issues on-platform rather than moving them to email
Documented the returns, RTS, and proactive outreach processes so they run consistently, even when you are away
Automated recurring outreach scenarios in Gorgias and Shopify, freeing the team for higher-value conversations
Reported regularly to the COO on results and trends, with clear recommendations for improvement
Specific targets will be set with the COO in your first 90 days.

Key Responsibilities

Proactive Customer Outreach

Design and run Aisle's proactive outreach program for oversells, backorders, shipping delays, and address issues
Use Shopify order and inventory data to spot problems early and reach customers before they have to ask
Identify and resolve address issues on upcoming shipments to reduce RTS packages
Track the outcomes of outreach (ticket volume, resolution rates, customer response) and refine the approach

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
Set and meet response time and resolution targets, and report on social service performance
Develop response guidelines and templates that protect brand voice, and use judgment on when to escalate sensitive or high-risk interactions

Warehouse Support: Returns & Return-to-Sender

Work on-site in the warehouse to process customer returns, exchanges, and RTS packages
Design, document, and own the returns and RTS process from customer request through to resolution
Identify root causes of RTS packages, correct address or order data in Shopify, and coordinate reshipment
Partner with the warehouse team to keep processing on schedule and flag recurring fulfillment or quality issues

Gorgias and Shopify Operations

Share the support queue with the Customer Wellness Lead, dividing ownership by focus area and keeping tone and quality consistent across channels
Build and maintain Gorgias macros, rules, views, and automations that trigger or support proactive outreach
Handle replacements, refunds, store credits, and order edits in Shopify, with consistent tagging and clear notes

Cross-Functional Influence

Bring customer and fulfillment data to Operations and Marketing, and make recommendations on root causes, process changes, and pre-purchase information
Provide coverage for the Customer Wellness Lead on the broader queue, and receive the same in return
Help onboard and train future Customer Wellness team members as the team grows

Qualifications & Experience

At least 2 years of ecommerce customer experience in a DTC or online retail business
Hands-on experience with Gorgias (or a comparable helpdesk) and Shopify, including order management, refunds, exchanges, and order edits
Experience providing customer service on social media, with a clear and warm brand voice
Experience with proactive or outbound customer communication, including delivering disappointing news well
Experience documenting processes or improving how a support team works
Strong written communication and attention to detail, particularly with order data and shipping accuracy
Sound judgment on when to resolve and when to escalate, and comfort working independently
Able to work in person in Vancouver and comfortable with some hands-on warehouse work (lifting, sorting, standing)

If your experience looks different from the above but you have compelling comparable skills, we would still like to hear from you.

Assets (Nice to Have)

Deep Shopify experience is a major asset, including admin, order editing, customer data, and reporting
Experience building automations, rules, and workflows in Gorgias
Experience with returns tools, shipping carriers, or 3PL coordination
Experience reporting on customer service metrics such as response time, resolution time, and CSAT

What We Offer

A role with real ownership and accountability for proactive outreach, social customer care, and returns
Direct access to our Chief Operating Officer and the chance to influence how Operations and Marketing respond to customer feedback
A supportive, collaborative team environment, working side by side with our Customer Wellness Lead
Competitive compensation and benefits
Room to grow as the Customer Wellness team expands

How to Apply

Please send your resume to anna@periodaisle.com. Tell us about a process you built or improved in a customer service role, and what changed because of it. We would love to hear it.

Apply on LinkedIn About employer

More about this job

Responsibilities

Own proactive customer outreach, social media customer care, and returns and return-to-sender workflows, including hands-on warehouse support. Build and improve processes, automations, and reporting in Gorgias and Shopify, and share customer and fulfillment insights with Operations and Marketing.

Requirements

Requires at least two years of ecommerce customer experience, hands-on experience with Gorgias or a comparable helpdesk and Shopify, and experience with social media service and proactive customer communication. Candidates should have strong written communication, attention to detail, process improvement skills, sound judgment, and the ability to work in person in Vancouver and perform hands-on warehouse tasks.

Skills

Ecommerce Customer Experience
Gorgias
Shopify
Proactive Customer Outreach
Social Media Customer Care
Returns Processing
Return-To-Sender Management
Order Management
Refunds And Exchanges
Customer Service Metrics
Process Documentation
Workflow Automation
Written Communication
Data Analysis
Cross-Functional Collaboration
Warehouse Operations

Visa sponsorship

Not detected in the job text

Hiring contact email

anna@periodaisle.com

Keywords

Ecommerce
Direct-To-Consumer
Customer Experience
Gorgias
Shopify
Social Media Customer Care
Proactive Outreach
Returns
Return-To-Sender
Order Management
Refunds
Exchanges
Backorders
Oversells
Shipping Delays
Address Verification
Customer Service Metrics
Response Time
Resolution Time
Customer Satisfaction
Workflow Automation
Helpdesk Macros
Process Documentation
Warehouse Operations
Fulfillment
Customer Data
Inventory Data
Cross-Functional Collaboration

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Jobs in Canada

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Jobs in Canada