Customer Experience & Social Media Communications Specialist

# Customer Experience & Social Media Communications Specialist

**Location:** Vancouver, BC (Hybrid – 1–2 days in office per week)
**Employment Type:** Full-time, Permanent
**Salary:** $55,000–$62,000 CAD

A growing consumer-focused company is seeking a Customer Experience & Social Media Communications Specialist to manage customer interactions across social media and proactive communication channels.

**Key Responsibilities:**
- Manage customer inquiries, comments, and direct messages across social media platforms, resolving issues promptly and professionally.
- Proactively communicate with customers regarding order delays, shipping issues, incorrect addresses, and inventory discrepancies.
- Maintain a warm, clear, and consistent brand voice in all written communications.
- Monitor customer feedback and share recurring concerns and insights with Marketing and Operations teams.
- Coordinate with warehouse teams on returns, exchanges, reshipments, and fulfillment issues.
- Support the development of customer service guidelines, FAQs, and response templates.
- Track response times, resolution rates, and customer service performance.

**Requirements:**
- Minimum 2 years of experience in e-commerce customer service, social media management, or customer experience.
- Excellent written communication, grammar, and interpersonal skills.
- Strong problem-solving abilities, attention to detail, and customer-first approach.
- Experience with Shopify and helpdesk platforms such as Gorgias is an asset.
- Ability to work in the Vancouver office 1–2 days per week.

**What’s Offered:** Competitive compensation, benefits, a collaborative team environment, and opportunities for career growth.