Compensation: $56,000 - $65,000 CAD base, plus performance bonus (individual and company targets)Reports to: Brand & Customer Experience ManagerDepartment: Brand and CXAbout withinUswithinUs® 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 Excellent 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 RoleWe 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 NPSWeekly CX reporting that's shaping real team decisions, not just tracking numbersLoyal customer touchpoints in place, and you can point to what's actually working10+ field activations and retail visits, run independentlyTwo real gaps in the customer journey found and fixed, ones nobody else caughtRetail partners engaged, and in-store teams who can speak to our products with real confidenceCX Platform ManagementOwn Gorgias day-to-day: daily reviews, escalation triage, and making sure every reply sounds like withinUs, never like a scriptKeep the platform current with product updates, promotions, policies, and FAQs,



so the answer is always rightSpot patterns in what customers are telling us before they turn into bigger problems, and bring solutions to the table before anyone asksDeliver weekly CX reporting that actually shapes decisions, not just numbers that sit in an inboxCustomer Relationships and LoyaltyBuild genuine, lasting relationships with our most loyal customersCreate moments throughout the year that surprise and reward the customers who keep coming backDesign and run customer surveys, then turn what we learn into recommendations we act onTrack customer sentiment across every channel and spot opportunities to deepen the relationshipRepresent the customer's perspective internally, catching friction before it becomes a patternStay closely connected with retail partners so no request or question sits unansweredCustomer CommunicationHandle escalated inquiries with the composure and consistency that protect the brand under pressureRespond to low CSAT scores and Google reviews with care, turning a bad moment into a reason to stayShow up in comments and DMs across withinUs social channels with warmth and speed, on brand every timeField and Community EngagementHelp plan and shape events and activations, not just execute themRepresent withinUs at trade shows, wellness events, fitness activations, and retail partner visitsRun field logistics: setup, teardown, sampling, branded collateralTrain in-store teams to speak confidently about our productsDebrief after every activation with a recap and what you learned about the customerWhat You Bring2 to 3 years in CX operations, customer service, hospitality, or a brand-facing roleGenuine passion for wellness and natural health; you live it, and you'lluse what we formulateEven-keeled under pressure. Difficult interactions don't rattle you, and you don't take them personally; you make them rightA natural relationship builder, equally comfortable deepening a loyal customer's trust or resolving a complaintA confident communicator who's energized by people,



in a room or on cameraExperience with a CRM or helpdesk platform such as Gorgias or SalesforceSharp written communication with an ear for tone and brand voiceHighly organized, able to juggle field and desk work without dropping eitherA self-starter who thrives in a small, fast-moving team, curious and adaptableGoogle Workspace proficiency, Shopify or Klaviyo experience is an assetValid driver's licence and vehicle access are an asset for field visitsYour Growth PathThis 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 CultureThe 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 ConditionsFull-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 OfferWe 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 account3% RRSP match after 2 yearsEmployee Stock Option Program after 2 years of full-time employmentPaid birthday and volunteer daysUp to $5000 annually in professional development supportComplimentary withinUs products plus Friends & Family discountOur Commitment to Inclusion & AccommodationWe welcome applicants of all backgrounds, abilities, and identities. Accommodations are available at any stage; just let us know.Land AcknowledgmentwithinUs® operates on the unceded traditional territories of the xwməθkwəy̓əm (Musqueam), Sḵwx̱wú7mesh (Squamish), and Sel̓íl̓witulh (Tsleil-Waututh) Nations.You can also follow us onLinkedIn to stay up to date on future opportunities.

📌 Community & Cx Specialist (Vancouver)
🏢 Withinus Natural Health
📍 Vancouver