Job Posting: Customer and Social Media Communications Specialist
Location: Vancouver, BC (Hybrid, in office 1-2 days per week)
Start Date: TBD
Employment Type: Full-time, permanent
Reports to: Chief Operating Officer
Salary Range: $55,000 - $62,000 CAD
Apply to: anna@periodaisle.com
Who We Are
Aisle 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 customers trust us with something personal. How we show up for them, in their inboxes and in their DMs, is a big part of why they stay with us and tell their friends.
Position Overview
The Customer and Social Media Communications Specialist sits at the intersection of customer service and social media. You will be the voice of Aisle in the places our customers talk to us most: our social channels and our proactive customer communications.
This job exists for one reason: to make our customers happy. Every part of it, from a quick reply to a comment to a thoughtful message about a delayed order, comes back to leaving a person feeling heard, helped, and glad they chose Aisle. We are looking for someone who loves doing that, and who sees customer experience as a career they want to build.
Words are your main tool. In this role, excellent written communication is not a nice-to-have, it is the job. Customers form their opinion of Aisle from what you write, so we need someone whose messages are clear, warm, accurate, and on-brand every time, whether they are three words long or three paragraphs.
Your focus is solving problems where they start. When a customer comments or sends a DM, you resolve it on the channel instead of sending them to email. When we know something has gone wrong with an order (an oversell, an address issue, a delay), you reach out first, with warmth and clarity. You will also turn what you hear from customers into insight for our Marketing and Operations teams, so the problems you solve once get fixed for everyone.
You will work alongside our Customer Wellness Lead as a teammate, and report to our Chief Operating Officer. You will also liaise closely with our warehouse team on returns, return-to-sender (RTS) packages, and order issues. This is a hybrid role with 1 to 2 days per week in our Vancouver office.
Who We Are Looking For
Skills can be taught. Genuine love of helping people cannot. The best fit for this role is someone who:
- Truly enjoys helping customers, and feels a lift when someone writes back to say we made their day
- Writes beautifully and simply: clear, friendly, free of errors, and never robotic or copy-pasted
- Reads the situation behind a message and responds to the person, not just the ticket
- Takes ownership of a problem until it is actually solved, even when the fix involves another team
- Goes a step beyond the minimum, such as a proactive heads-up or a small gesture that makes someone feel looked after
- Handles personal and sensitive topics, including health and the body, with warmth, discretion, and respect
- Stays patient, kind, and clear when a customer is upset, and takes pride in how Aisle sounds
- Is curious about how great customer service teams work, and wants to grow with ours as it scales
Room to Grow
Our customer base is growing, and our Customer Wellness team is growing with it. This role is built for someone who wants more than a job answering messages. As the team scales, we expect there will be opportunities to take on more responsibility, such as shaping how we handle customer service across channels, helping train and onboard new teammates, and stepping into a larger customer service role as Aisle continues to grow.
Key Responsibilities
Social Media Customer Care and Community Engagement
- Own front-line customer service across Aisle's social channels (comments and DMs), resolving issues directly on-platform instead of redirecting customers to email
- Write real-time responses in Aisle's brand voice, with empathy and good judgment, including on sensitive topics such as health and the body
- Monitor mentions, comments, and conversations about Aisle, and engage thoughtfully to build community
- Set and meet response time and resolution targets, and track social service performance
- Develop response guidelines and templates, and know when to escalate high-risk or sensitive interactions
Proactive Customer Communication
- Reach out to customers before they have to ask when we have oversold, an address looks incorrect, or a shipment is delayed
- Write messages that take responsibility, explain what is happening, and make clear what we are doing to make it right
- Use Shopify order and inventory information to spot issues early and communicate clearly with affected customers
- Track the outcomes of proactive outreach and refine the approach over time
Marketing Partnership and Customer Insight
- Share customer questions, feedback, and recurring themes from social and support channels with Marketing and Operations
- Flag opportunities to turn customer questions and conversations into helpful content, FAQs, and help center updates, and help write them
- Support Marketing with community engagement and customer communications around launches and promotions
Warehouse and Operations Liaison
- Coordinate with the warehouse team on customer returns, exchanges, RTS packages, and order issues, and keep customers informed along the way
- Identify root causes of RTS packages and recurring fulfillment issues, and flag them to the right team with clear, concise written summaries
- Correct address and order details in Shopify and coordinate reshipments as needed
Team Collaboration and Growth
- Work alongside the Customer Wellness Lead, sharing the support queue (Gorgias) and keeping tone and quality consistent across email, chat, and social
- Provide coverage for the Customer Wellness Lead, and receive the same in return
- Maintain clear notes, tags, and records so any teammate can pick up a conversation and the customer never has to repeat themselves
- Help document processes and, over time, help onboard new Customer Wellness team members as the team grows
Qualifications & Experience
- A genuine love of helping customers, backed by examples of how you have shown it
- Excellent written communication skills: a warm, clear, polished writing voice, with strong grammar and spelling and the ability to adjust tone to the person and the situation
- At least 2 years of experience in ecommerce customer experience, social media community management, or a role that combines the two, ideally with a consumer or DTC brand
- Experience responding to customers on social media in real time, in an on-brand voice
- Comfort with proactive, outbound communication, including delivering disappointing news well
- Sound judgment on when to resolve a situation yourself and when to escalate
- Strong attention to detail with order information and shipping details
- Ability to work well across Customer Experience, Marketing, and Operations
- Interest in building a long-term career in customer experience or communications
- Able to be in our Vancouver office 1 to 2 days per week
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)
- Shopify experience is a major asset, including order management, order edits, and customer data
- Experience with Gorgias or a comparable helpdesk platform
- Experience with social inbox or social management tools
- Experience writing help center articles, FAQs, or brand voice guidelines
- Experience reporting on social and customer service metrics such as response time, resolution time, and CSAT
- Experience mentoring or training teammates
- Experience with a wellness, health, or sustainability brand, or a genuine interest in the period care space
What We Offer
- A team that treats customer happiness as the point of the work, not a side effect of it
- A real opportunity to grow into a larger customer service role as our team scales
- A hybrid schedule with 1 to 2 days per week in our Vancouver office
- A role with real ownership of how Aisle sounds and shows up for customers on social media
- Direct access to our COO and the chance to influence how Marketing and Operations respond to customer feedback
- A supportive, collaborative team, working side by side with our Customer Wellness Lead
- Competitive compensation and benefits
How to Apply
Please send your resume to anna@periodaisle.com , along with a short note (a few sentences is plenty) answering this question:
- Tell us about a time you went out of your way to make a customer happy. What did you do, and how did they react?
We read every answer closely. It matters as much as your resume, and it is also our first look at your writing, so please write it the way you would write to one of our customers.
