Customer Experience & Operations Associate

Full-Time | In-Person The Lash Shop is looking for a friendly, organized, and highly detail-oriented Customer Experience & Operations Associate to join our team.

This is a hands-on role for someone who is equally comfortable helping a customer over the phone, reviewing an online order, assisting someone in our retail space, and jumping in to pack and ship orders.

You'll play an important role in making sure our customers have a great experience from the moment they contact us to the moment their order leaves our headquarters.

About The Lash Shop The Lash Shop is a professional beauty brand specializing in lash products, education, and innovative lash lift systems. We're a growing team, and we're looking for someone who wants to take ownership of the customer experience while helping our day-to-day e-commerce operations run smoothly.

What You'll Do

E-Commerce & Order Management

- Review new orders each morning and prepare approved orders for fulfillment.
- Print and organize packing slips so orders are ready for the shipping team.
- Review orders for anything that requires additional attention before fulfillment, including fraud flags, verification requirements, discount issues, unusual orders, or special instructions.
- Contact customers when additional information or verification is required.
- Place orders on hold or escalate issues when necessary.
- Help pick, check, pack, and ship orders as needed.
- Assist with customer pickups and order-related issues.

Customer Service
- Respond to customer inquiries through email, WhatsApp, phone, and other customer service channels.
- Provide friendly,



knowledgeable, and professional support.
- Help customers with product questions, orders, shipping, returns, replacements, and general inquiries.
- Follow up on customer issues and make sure they are properly resolved.
- Know when an issue can be handled independently and when it needs to be escalated.

Social Media DMs

- Monitor and respond to customer inquiries received through our social media platforms.
- Answer straightforward product and customer service questions.
- Identify messages that should be passed to our Media Team, management, or another team member.
- Make sure important customer messages don't get missed.

Retail & In-Person Customer Experience

- Welcome and assist customers visiting our retail area.
- Help customers select products and answer product questions.
- Process in-person purchases.
- Create a friendly, polished, and skilled customer experience.
- Keep the retail area clean, organized, stocked, and presentable.

General Operations

- Packing, shipping, product packaging, restocking, and other day-to-day tasks when needed.
- Help keep our headquarters clean, organized, and ready for customers and staff.
- Support the team during busy periods.
- Work collaboratively with our teams.

We're Looking for Someone Who





- Is excellent with customers, both in person and over the phone.
- Communicates clearly and professionally in writing.
- Is extremely organized and detail-oriented.
- Notices when something doesn't look right and takes the initiative to investigate.
- Is comfortable making decisions while knowing when to ask for help.
- Can prioritize and move between different responsibilities throughout the day.
- Is comfortable working on a computer and learning new systems.
- Is dependable, proactive, and able to work independently.
- Doesn't mind hands-on work such as packing orders, restocking products, and keeping the workspace organized.
- Enjoys working in a small, growing business where responsibilities can change throughout the day.

Experience Experience with Shopify or other e-commerce platforms is a strong asset.

Previous experience in any of the following would also be valuable:

- Customer service
- E-commerce
- Retail sales
- Order processing
- Shipping and fulfillment
- Administrative or operations roles
- Beauty or professional beauty products

Experience in the lash or beauty industry is helpful, but not required. We care more about finding someone who is smart, dependable, organized, great with people, and willing to learn. Schedule: Full-time

Work Location: In person

Pay: $18.00-$22.00 per hour

Expected hours: 35.0 per week

Benefits

- In office parking

Ability to commute/relocate:
- North York, ON M6B 1P5: reliably commute or plan to relocate before starting work (required)

Work Location: In person

📌 Customer Experience & Operations Associate (North York)
🏢 THE LASH SHOP
📍 North York