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HAVEN Apparel Inc.

Customer Experience Specialist

Vancouver, BC, Canada

Pay: $21 - 23 per hour based on experience
Job type: Full-time
Apply by: Oct 25, 2026
Posting language: English
Posted: Sep 25, 2026

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Original job description

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.

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More about this job

Responsibilities

Deliver premium customer support across email, live chat, and in-store channels, handling inquiries, returns, delivery concerns, and escalated issues. Fulfill online orders, maintain customer service tools and procedures, support VIP relationships, and analyze customer feedback to recommend improvements.

Requirements

Previous customer service experience is required, preferably in premium or luxury retail, along with strong written communication, attention to detail, and the ability to manage multiple priorities independently. Familiarity with e-commerce platforms and customer service tools is expected; Shopify and Gorgias experience are strong assets, while Re:do and Signifyd experience is an additional asset.

Skills

Customer Service
Written Communication
Order Fulfillment
Returns and Exchanges
Conflict Resolution
E-Commerce Support
Attention to Detail
Process Documentation
Customer Feedback Analysis
Time Management
Luxury Retail Service
Escalation Handling

Visa sponsorship

Not detected in the job text

Keywords

Customer Experience
Customer Service
Premium Retail
Luxury Retail
E-Commerce
Order Fulfillment
Returns and Exchanges
Conflict Resolution
VIP Customer Service
Clienteling
Standard Operating Procedures
Response Templates
Gorgias
Re:do
Signifyd
Shopify
Slack
Customer Feedback Analysis
Fraud Management
Claims Handling
Live Chat
Customs Documentation

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