Proactive 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

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.