Community & CX Specialist

Compensation: $56,000 - $65,000 CAD base, plus performance bonus (individual and company targets)

Reports to:

Brand & Customer Experience Manager

Department:
Brand and CX

within

Us® is a Canadian, woman-founded natural health supplement company. We started in our founder's Burnaby basement in 2013, launching with our first product, Tru Marine® Collagen, and we've held onto that same attention to detail ever since. We're a Certified B Corporation® and a recognized Great 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 within

Us 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.

We 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 NPS
• Weekly CX reporting that's shaping real team decisions, not just tracking numbers
• Loyal customer touchpoints in place, and you can point to what's actually working
• 10+ field activations and retail visits, run independently
• Two real gaps in the customer journey found and fixed, ones nobody else caught
• Retail partners engaged, and in-store teams who can speak to our products with real confidence

CX Platform Management

• Own Gorgias day-to-day: daily reviews, escalation triage, and making sure every reply sounds like within
  
  Us, never like a script
• Keep the platform current with product updates, promotions, policies, and FAQs, so the answer is always right
• Spot patterns in what customers are telling us before they turn into bigger problems, and bring solutions to the table before anyone asks
• Deliver weekly CX reporting that actually shapes decisions, not just numbers that sit in an inbox

Customer Relationships and Loyalty

• Build genuine, lasting relationships with our most loyal customers
• Create moments throughout the year that surprise and reward the customers who keep coming back
• Design and run customer surveys, then turn what we learn into recommendations we act on
• Track customer sentiment across every channel and spot opportunities to deepen the relationship
• Represent the customer's perspective internally, catching friction before it becomes a pattern
• Stay closely connected with retail partners so no request or question sits unanswered

Customer Communication

• Handle escalated inquiries with the composure and consistency that protect the brand under pressure
• Respond to low CSAT scores and Google reviews with care, turning a bad moment into a reason to stay
• Show up in comments and DMs across within
  
  Us social channels with warmth and speed, on brand every time

Field and Community Engagement

• Help plan and shape events and activations, not just execute them
• Represent within
  
  Us at trade shows, wellness events, fitness activations, and retail partner visits
• Run field logistics: setup, teardown, sampling, branded collateral
• Train in-store teams to speak confidently about our products
• Debrief after every activation with a recap and what you learned about the customer

What You Bring

• 2 to 3 years in CX operations, customer service, hospitality, or a brand-facing role
• Genuine passion for wellness and natural health; you live it, and you'll use what we formulate
• Even-keeled under pressure. Difficult interactions don't rattle you, and you don't take them personally; you make them right
• A natural relationship builder, equally comfortable deepening a loyal customer's trust or resolving a complaint
• A confident communicator who's energized by people, in a room or on camera
• Experience with a CRM or helpdesk platform such as Gorgias or…