Customer Wellness Specialist

Aisle; Vancouver; On-site; CAD 55,000 - 60,000; Full time

Benefits offered by this job

Ownership & accountability

Access to COO

Collaborative team

Competitive compensation

Growth opportunities

Job summary

Aisle, a Vancouver-based DTC underwear brand, is hiring a Customer Wellness Specialist. This in-person role focuses on proactive outreach, social customer care, and the returns/RTS workflow, with hands-on warehouse duties in our Vancouver facility.

You will design playbooks, automations, and reporting, own the processes, and partner with the Customer Wellness Lead to deliver consistent, brand-aligned support across channels.

Qualifications

• 2+ years in ecommerce customer experience in a DTC or online retail setting.
• Hands-on experience with Gorgias or similar helpdesk and Shopify including orders, refunds, and edits.
• Experience delivering customer service on social media with a warm brand voice.
• Experience with proactive or outbound customer communication and notifying customers ahead of issues.
• Experience documenting processes or improving support team workflows.
• Strong written communication and meticulous attention to order data and shipping accuracy.

Responsibilities

• Design and run the proactive outreach program for oversells, backorders, delays, and address issues.
• Use Shopify data to spot problems early and reach customers proactively.
• Identify and resolve address issues to reduce RTS packages.
• Track outreach outcomes and refine the approach.

Skills

Ecommerce customer experience

Gorgias experience

Shopify experience

Proactive outreach

Process documentation

Written communication

Independent work

Tools

Gorgias

Shopify

Job description

Job Posting: Customer Wellness Specialist

Start Date: TBD

Employment Type: Full-time, permanent

Reports to: Chief Operating Officer

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

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

• 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 elevate 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 resolutionIdentify 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 elevate, 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