Job Title:Customer Experience Specialist
Reports To:Customer Experience Manager
Location:
HAVEN Corporate Headquarters
200 - 353 Railway St
Vancouver, BC V6A 1A4
Canada
Compensation:$21 - 23 per hour based on experience
Job Description:The Customer Experience Specialist is a front-line brand ambassador responsible for delivering a premium, considered customer experience across all touchpoints. You will serve as a key point of contact for HAVEN's customers - handling inquiries, returns, and delivery concerns with care and precision - while also managing the day-to-day fulfillment of online orders. This role requires someone who understands that every interaction, whether a reply to an email or the packing of an order, is a reflection of the HAVEN brand.
Duties and Responsibilities:- Brand Positioning & Service Standards: Maintain a genuine understanding of HAVEN's positioning as an aspirational premium retailer with luxury coding, and apply that lens consistently across all customer interactions. Every touchpoint - whether an email response, a return, or a delivery inquiry - is a brand moment. The standard of communication and care should reflect where HAVEN sits in the market.
- Customer Experience Ownership: Champion a premium, solutions-first customer experience that reflects HAVEN's tone and values. Ensure consistency across all channels including email, live chat, and in-store support - from pre-purchase inquiry through to post-sale resolution.
- Customer Communication Standards: Maintain a high standard of written communication across all customer-facing channels. Responses should be clear, accurate, professionally composed, and consistent with HAVEN's brand voice - measured and considered in tone, never overly casual or corporate. Ensure response times meet expectations and that every interaction leaves the customer feeling heard and well-served.
- Order Fulfillment: Accurately pick, pack, process, and ship online orders in a timely and professional manner. Ensure correct items, quantities, and variations are selected for each order, packages are properly sealed and labeled, and all customs documentation is accurate where required.
- Returns & Exchanges: Process customer returns and exchanges accurately and efficiently, ensuring each case is handled in line with HAVEN's policies and with the same care as any other customer interaction. Use Re:do and relevant platforms to manage cases and flag patterns or recurring issues to the Customer Experience Manager.
- Conflict Resolution & Escalation Handling: Manage sensitive or escalated customer issues with discretion, professionalism, and a focus on finding fair outcomes while protecting HAVEN's brand reputation. Know when to escalate and when to resolve independently.
- VIP Experience Support: Support white-glove service standards for high-value and repeat customers. Assist in identifying VIP customers, maintaining positive ongoing relationships, and contributing to the clienteling culture being built across the organization. Recognize HAVEN Black members and ensure their interactions are handled with an elevated standard of care.
- Process Development & Documentation: Create and maintain clear SOPs, response templates, and internal workflows to ensure consistency, efficiency, and knowledge-sharing across the team. If you identify a better way of doing something, lead upward with the suggestion.
- Tool & Platform Management: Maintain and optimize tools including Gorgias, Re:do, Signifyd, Shopify, and Slack to streamline communication, claims handling, and operational efficiency. Stay current on platform updates and suggest improvements or replacements based on performance and research.
- Customer Feedback Analysis: Monitor patterns in customer inquiries, complaints, and returns. Compile insights and surface recommendations to the Customer Experience Manager, merchandising, and operations teams to address recurring issues proactively.
- Cross-Department Collaboration: Work closely with retail, e-commerce, marketing, and logistics teams to close feedback loops, address recurring issues, and ensure a smooth end-to-end customer journey.
- Continuous Improvement: Stay current on best practices in customer service, e-commerce support, and luxury retail. Proactively recommend innovations that improve the customer journey or internal operations, and apply HAVEN's work principles to everything you do.
- Culture & Standards: Embody and uphold HAVEN's company values and work principles, setting the standard for how work is done, not just what is delivered. Model the culture HAVEN holds itself to and hold those around you accountable to the same.
Qualifications:- Previous experience in customer service, preferably in a premium or luxury retail environment
- Comfortable working within established SOPs and processes - and proactive about flagging improvements when a better way is identified.
- Strong written communication skills - clear, professional, and brand-appropriate in tone
- High attention to detail across both written correspondence and order fulfillment tasks
- Comfortable working independently and managing multiple priorities in a fast-paced environment
- Familiarity with e-commerce platforms and customer service tools - experience with Shopify and Gorgias is a strong asset
- Genuine understanding of and interest in HAVEN as a brand - knowledge of the brands we carry and the world we operate in
Assets:- Experience with Re:do, Signifyd, or similar returns and fraud management platforms
- Background in luxury or aspirational retail, hospitality, or a service environment with elevated standards
- Experience handling escalated customer issues or sensitive complaints professionally
- Familiarity with fulfillment operations and order management workflows
- A natural eye for when something is off - in a customer interaction, a packed order, or a process - and the instinct to flag it
Contact method:Please send a cover letter and resume to careers@havenshop.com. Any interested applicants must include HAVEN Recruit: Headquarters Customer Experience Specialist in the subject line. Only applicants that are selected will be contacted.
