Customer Care Associate

Mine & Yours • Vancouver, BC

10d

About The Position

The Customer Care Associate is responsible for delivering a seamless, high-touch client experience across all digital channels. This role supports both customer experience and e-commerce operations, ensuring inquiries, orders, and product information are managed accurately and efficiently. This individual is detail-oriented, solutions-driven, and confident operating in a fast-paced environment. They play a key role in driving customer satisfaction, supporting conversion, and maintaining operational excellence across the online business.

Requirements

• 1-3 years of experience in customer service, preferably within e-commerce, retail, or luxury
• Strong written communication skills with the ability to adapt tone to a luxury brand voice
• Highly organized with strong attention to detail
• Comfortable managing multiple priorities in a fast-paced environment
• Proactive, solution-oriented, and calm under pressure

Nice To Haves

• Experience with Gorgias, Shopify, or similar platforms is an asset

Responsibilities

• Respond to all customer inquiries via Gorgias, email, and SMS within 24 hours, maintaining a professional, brand-aligned tone
• Provide accurate product, order, and shipping information, including personalized support where needed
• Deliver a high-touch, concierge-style experience aligned with Mine & Yours’ luxury positioning
• Support communication during high-volume events such as sales, launches, and promotions
• Investigate and resolve customer issues related to orders, returns, payments, or courier delays
• Proactively communicate updates and resolutions in a clear and timely manner
• Escalate complex or sensitive cases to the Customer Care Lead or Ecommerce Manager as needed
• Ensure all resolutions align with company policies while prioritizing customer satisfaction
• Assist with order management, including order edits, cancellations, and coordination with fulfillment teams
• Support product-related inquiries by referencing Shopify, internal systems, and product details
• Assist in maintaining accurate product information, including flagging discrepancies or missing details
• Support operational workflows during peak periods to ensure orders are processed efficiently
• Work closely with Customer Care, Ecommerce, Retail, and Studio teams to ensure efficient order management and a consistent customer experience
• Communicate relevant client feedback or recurring issues to the Customer Care Lead for resolution
• Assist during key promotions, launches, and operational shifts to maintain workflow continuity
• Maintain an organized Gorgias helpdesk, ensuring tickets are properly tagged, assigned, and resolved
• Track KPIs such as response time, resolution rate, and order turnaround
• Identify trends in customer inquiries and recommend workflow or communication improvements
• Support ongoing optimization of templates, macros, and internal processes

Benefits

• Comprehensive benefits package including: extended health, dental, and vision care.
• Access to a virtual healthcare platform and Employee & Family Assistance Program.
• Generous product discount and exclusive access to curated inventory.
• Opportunities for professional development and growth within the business.
• A collaborative, entrepreneurial environment where your impact is visible.
• The opportunity to work alongside a passionate team with a shared love for luxury and fashion.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed