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.

Customer Experience Specialist Customer Experience

Manager HAVEN Corporate Headquarters 21 - 23 per hour based on experience 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.

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.

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 explicit, 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.

Accurately pick, pack, process, and ship online orders in a timely and professional manner. 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.

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.

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. Previous experience in customer service, preferably in a premium or luxury retail environment Familiarity with e-commerce platforms and customer service tools — experience with Shopify and Gorgias is a strong asset 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 A natural eye for when something is off — in a customer interaction, a packed order, or a process — and the instinct to flag it #

📌 Customer Experience Representative Web Services (Vancouver)
🏢 HAVEN APPAREL
📍 Vancouver