Community & CX Specialist

Withinus Natural Health Inc.; Vancouver; On-site; CAD 56,000 - 65,000; Full time

Benefits offered by this job

Extended health and dental coverage

Wellness spending account

RRSP match

Stock options program

Birthday & volunteer days

Professional development support

Product discount

Job summary

withinUs is a Canadian wellness brand seeking a CX operations and field engagement specialist. You will own Gorgias day-to-day, ensure CX workflows reflect our hospitality-like standard, and drive CSAT/NPS insights while partnering with retail teams to deepen loyalty.

Bring 2–3 years in CX or hospitality, strong communication skills, CRM experience, and a bias for structured processes. This full-time, hybrid role is based in the Lower Mainland with field activations and events.

Qualifications

• 2 to 3 years in CX operations, customer service, hospitality, or a brand-facing role.
• Genuine passion for wellness and natural health; you live it, and you'll use what we formulate.
• Even-keeled under pressure and you don't take things personally; you make them right.
• A natural relationship builder, equally comfortable deepening trust or resolving a complaint.
• A confident communicator energized by people, in person or on camera.
• Experience with a CRM or helpdesk platform such as Gorgias or Salesforce.

Responsibilities

• Own CX platform management including daily reviews, escalation triage, ensuring responses reflect withinUs brand voice.
• Keep CX platform current with product updates, promotions, policies, and FAQs.
• Spot patterns in customer feedback and propose preventive solutions.
• Deliver weekly CX reporting that informs decisions, not just inbox metrics.
• Build lasting relationships with loyal customers and design moments to reward them.
• Represent the customer perspective to internal teams and partner with retail partners.

Skills

CX operations

Customer service

Wellness passion

Under pressure

Relationship building

Confident communicator

CRM experience

Gorgias experience

Salesforce experience

Google Workspace

Tools

Gorgias

Salesforce

Google Workspace

Job description

Compensation: $56,000 - $65,000 CAD base, plus performance bonus (individual and company targets)

Reports to: Brand & Customer Experience Manager

Department: Brand and CX

About withinUs

withinUs® is a Canadian, woman-founded natural health supplement company. We started in our founder's Burnaby basement in 2013, launching with our first product, TruMarine® Collagen, and we've held onto that same attention to detail ever since. We're a Certified B Corporation® and a recognized Great Place to Work®, and our products hold a Health Canada NPN license. Along the way, we've built a circle of women in business who mentor and advise us, many of them withinUs customers themselves, invested in seeing this brand success as much as we do.

Today, our products sit on shelves in 2,200+ locations across the country, and our mission hasn't changed since day one: to help women invest in their health with confidence. That mission shows up in a philosophy we call omotenashi, anticipating what someone needs before they ask. It's the standard we hold ourselves to, in the product and in every person we bring onto this team.

About the Role

We think about CX the way great hospitality brands think about their guests: every interaction is a chance to make someone feel seen, heard, and valued. That's not just a mindset here; it shows up in the numbers. Our CSAT (Customer Satisfaction Score) sits at 92%, and our NPS (Net Promoter Score) is 85, ahead of brands famous for customer loyalty, like Apple and Costco, which typically land in the high 60s to high 70s. That's what hospitality-level care produces, and it's the bar you'd be stepping in to protect and raise.

What Success Looks Like (First 6 Months)

• CX platform running smoothly, holding or beating our 92% CSAT and 85 NPS
• Weekly CX reporting that's shaping real team decisions, not just tracking numbers
• Loyal customer touchpoints in place, and you can point to what's actually working
• 10+ field activations and retail visits, run independently
• Two real gaps in the customer journey found and fixed, ones nobody else caught
• Retail partners engaged, and in-store teams who can speak to our products with real confidence

CX Platform Management

• Own Gorgias day-to-day: daily reviews, escalation triage, and making sure every reply sounds like withinUs, never like a script
• Keep the platform current with product updates, promotions, policies, and FAQs, so the answer is always right
• Spot patterns in what customers are telling us before they turn into bigger problems, and bring solutions to the table before anyone asks
• Deliver weekly CX reporting that actually shapes decisions, not just numbers that sit in an inbox

Customer Relationships and Loyalty

• Build genuine, lasting relationships with our most loyal customers
• Create moments throughout the year that surprise and reward the customers who keep coming back
• Design and run customer surveys, then turn what we learn into recommendations we act on
• Track customer sentiment across every channel and spot opportunities to deepen the relationship
• Represent the customer's perspective internally, catching friction before it becomes a pattern
• Stay closely connected with retail partners so no request or question sits unanswered

Customer Communication

• Handle escalated inquiries with the composure and consistency that protect the brand under pressure
• Respond to low CSAT scores and Google reviews with care, turning a bad moment into a reason to stay
• Show up in comments and DMs across withinUs social channels with warmth and speed, on brand every time

Field and Community Engagement

• Help plan and shape events and activations, not just execute them
• Represent withinUs at trade shows, wellness events, fitness activations, and retail partner visits
• Run field logistics: setup, teardown, sampling, branded collateral
• Train in-store teams to speak confidently about our products
• Debrief after every activation with a recap and what you learned about the customer

What You Bring

• 2 to 3 years in CX operations, customer service, hospitality, or a brand-facing role
• Genuine passion for wellness and natural health; you live it, and you'll use what we formulate
• Even-keeled under pressure. Difficult interactions don't rattle you, and you don't take them personally; you make them right
• A natural relationship builder, equally comfortable deepening a loyal customer's trust or resolving a complaint
• A confident communicator who's energized by people, in a room or on camera
• Experience with a CRM or helpdesk platform such as Gorgias or Salesforce
• Sharp written communication with an ear for tone and brand voice
• Highly organized, able to juggle field and desk work without dropping either
• A self-starter who thrives in a small, fast-moving team, curious and adaptable
• Google Workspace proficiency, Shopify or Klaviyo experience is an asset
• Valid driver's licence and vehicle access are an asset for field visits

Your Growth Path

This role is the foundation of our CX function. Build it well, and there's a real path to more: leading a team, driving platform strategy, shaping CX-informed revenue decisions, or being the person this runs through when your manager is out, not just holding the fort, actually running it.

The Culture

The same care we bring to our customers, we bring to each other. Leadership here is hands-on, not top-down; decisions get made by the people closest to the work, and real respect matters more than politics or ego. People stay because the work means something; it shows in every customer who comes back, and because of who they're doing it alongside: a team you actually learn from and enjoy being around.

Working Conditions

Full-time, hybrid role based in or near the Lower Mainland. Regular in-person time is expected for training and periodically after, plus field days for trade shows, retail visits, and community activations. Occasional evenings and weekends required for events. Occasional travel may be required outside the Lower Mainland.

What We Offer

We offer a base salary of $56,000 - $65,000 CAD plus a company performance bonus. The final offer will reflect experience, qualifications, and alignment with the scope of the role.

• Extended health and dental coverage, including mental health support
• $90/month wellness spending account
• 3% RRSP match after 2 years
• Employee Stock Option Program after 2 years of full-time employment
• Paid birthday and volunteer days
• Up to $5000 annually in professional development support
• Complimentary withinUs products plus Friends & Family discount

Our Commitment to Inclusion & Accommodation

We welcome applicants of all backgrounds, abilities, and identities. Accommodations are available at any stage; just let us know.

Land Acknowledgment

withinUs® operates on the unceded traditional territories of the xʷməθkʷəy̓əm (Musqueam), Sḵwx̱wú7mesh (Squamish), and Sel̓íl̓witulh (Tsleil-Waututh) Nations.

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