Job Posting: Customer Wellness SpecialistStart Date: TBDEmployment Type: Full-time, permanentReports to: Chief Operating OfficerSalary Range: $55,000 - $60,000 CADPosting closes: October 16th, 2026Who We AreAisle 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 OverviewThe 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 LikeWithin your first year, we expect you to have:Reduced RTS packages and oversell-related tickets through earlier detection and outreachMet response and resolution targets on social channels, resolving issues on-platform rather than moving them to emailDocumented the returns, RTS, and proactive outreach processes so they run consistently, even when you are awayAutomated recurring outreach scenarios in Gorgias and Shopify, freeing the team for higher-value conversationsReported regularly to the COO on results and trends,



with clear recommendations for improvementSpecific targets will be set with the COO in your first 90 days.Key ResponsibilitiesDesign and run Aisle's proactive outreach program for oversells, backorders, shipping delays, and address issuesUse Shopify order and inventory data to spot problems early and reach customers before they have to askIdentify and resolve address issues on upcoming shipments to reduce RTS packagesTrack the outcomes of outreach (ticket volume, resolution rates, customer response) and refine the approachSocial Media Customer CareOwn front-line customer service across Aisle's social channels (comments and DMs), resolving issues directly on-platform instead of redirecting customers to emailSet and meet response time and resolution targets, and report on social service performanceDevelop response guidelines and templates that protect brand voice, and use judgment on when to elevate sensitive or high-risk interactionsWarehouse Support: Returns & Return-to-SenderWork on-site in the warehouse to process customer returns, exchanges, and RTS packagesDesign, 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 reshipmentPartner with the warehouse team to keep processing on schedule and flag recurring fulfillment or quality issuesGorgias and Shopify OperationsShare the support queue with the Customer Wellness Lead, dividing ownership by focus area and keeping tone and quality consistent across channelsBuild and maintain Gorgias macros, rules, views, and automations that trigger or support proactive outreachHandle replacements, refunds, store credits, and order edits in Shopify,



with consistent tagging and clear notesCross-Functional InfluenceBring customer and fulfillment data to Operations and Marketing, and make recommendations on root causes, process changes, and pre-purchase informationProvide coverage for the Customer Wellness Lead on the broader queue, and receive the same in returnHelp onboard and train future Customer Wellness team members as the team growsQualifications & ExperienceAt least 2 years of ecommerce customer experience in a DTC or online retail businessHands-on experience with Gorgias (or a comparable helpdesk) and Shopify, including order management, refunds, exchanges, and order editsExperience providing customer service on social media, with a clear and warm brand voiceExperience with proactive or outbound customer communication, including delivering disappointing news wellExperience documenting processes or improving how a support team worksStrong written communication and attention to detail, particularly with order data and shipping accuracySound judgment on when to resolve and when to elevate, and comfort working independentlyAble 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 reportingExperience building automations, rules, and workflows in GorgiasExperience with returns tools, shipping carriers, or 3PL coordinationExperience reporting on customer service metrics such as response time, resolution time, and CSATWhat We OfferA role with real ownership and accountability for proactive outreach, social customer care, and returnsDirect access to our Chief Operating Officer and the chance to influence how Operations and Marketing respond to customer feedbackA supportive, team-oriented team environment, working side by side with our Customer Wellness LeadCompetitive compensation and benefitsRoom to grow as the Customer Wellness team expands

📌 Customer Wellness Specialist (Vancouver)
🏢 Aisle
📍 Vancouver