Customer Experience Specialist

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 200 - 353 Railway St Vancouver, BC V6A 1A4 Canada

$21 - 23 per hour based on experience

• 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. Every touchpoint — whether an email response, a return, or a delivery inquiry — is a brand moment. The standard of communication and care should reflect where HAVEN sits in the market.
• 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 clear, 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.
• Order Fulfillment:
  Accurately pick, pack, process, and ship online orders in a timely and professional manner. Ensure correct items, quantities, and variations are selected for each order, packages are properly sealed and labeled, and all customs documentation is accurate where required.
• Returns & Exchanges:
  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. Know when to elevate and when to resolve independently.
• 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. Recognize HAVEN Black members and ensure their interactions are handled with an elevated standard of care.
• Process Development & Documentation:
  Create and maintain clear SOPs, response templates, and internal workflows to ensure consistency, efficiency, and knowledge-sharing across the team. If you identify a better way of doing something, lead upward with the suggestion.
• 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…