Customer Care Representative – DTC E‑Commerce Support, Brand Advocacy & Community Engagement

About Flexara Jobnity is a fast‑growing, purpose‑driven workplace design consultancy that partners with visionary brands to create products that celebrate comfort, body positivity, and self‑love. Our partner brand, a premium underwear line, is dedicated to crafting healthier, skin‑friendly basics that empower people to feel good in their own skin. With a relentless focus on sustainability, inclusivity, and community impact, Remotara helps these brands scale their operations, deepen customer relationships, and build cultures where every employee can thrive. Why This Role Matters At Skillora, we see the Customer Care Representative as the heart of the brand‑consumer relationship. You will be the first point of contact for a vibrant community of shoppers who expect a seamless, supportive, and memorable experience every time they interact with the brand. By delivering outstanding service across email, live chat, and social media, you will directly influence brand loyalty, repeat purchase rates, and the overall perception of Nexspire’s partner in the market. Role Overview As a Customer Care Representative for Worklio’s partner brand, you will provide polished, empathetic, and solution‑focused support to customers across multiple channels. You will troubleshoot orders, educate shoppers about product benefits, and collaborate with internal teams to ensure every touchpoint reflects the brand’s values of comfort, confidence, and inclusivity. Key Responsibilities Respond promptly and professionally to customer inquiries via email, live chat, and Instagram Direct Messages, delivering a consistently positive experience. Serve as the primary point of contact, ensuring every interaction is handled with care, empathy, and respect. Gather and analyze customer information to accurately diagnose issues, while creating a safe, non‑judgmental space for shoppers to express concerns. Provide clear, accurate information about products, policies, sizing, and sustainability initiatives. Resolve complaints, process refunds, and negotiate solutions that leave customers feeling valued. Troubleshoot order issues using Shopify, Click Ship, and Loop, including tracking, fulfillment discrepancies, and returns. Collaborate closely with fulfillment centers, logistics partners, and internal teams to ensure timely resolution of escalated cases. Maintain strong relationships with retailers and wholesale partners, guiding them through onboarding, order placement, and fulfillment processes. Collect and communicate customer feedback, trends, and pain points to product, marketing, and operations teams for continuous improvement. Contribute to the development and refinement of support processes, FAQs, and knowledge base articles. What You Bring to the Table Proven experience in a customer‑facing role within a direct‑to‑consumer (DTC) or e‑commerce environment. Exceptional written and verbal communication skills, with a talent for de‑escalating challenging situations. Deep understanding of customer service best practices and a passion for delivering “wow” moments. Familiarity with live‑chat platforms, ticketing systems, and social‑media messaging tools. Hands‑on experience with Shopify, Click Ship, and Loop or similar e‑commerce fulfillment solutions. Collaborative mindset; you thrive in brainstorming sessions and love sharing ideas with cross‑functional teammates. Creative problem‑solving ability; you think outside the box to craft unique, effective solutions. Patience, positivity, and professionalism in every customer interaction. Preferred Qualifications Previous experience in the apparel or intimate apparel industry. Knowledge of body‑positive marketing and inclusive branding strategies. Experience working in a startup environment where agility and ownership are prized. Multilingual abilities, especially in French or Spanish, to support a broader customer base. Familiarity with data‑driven customer insights tools (e.g., Zendesk Explore, Gorgias analytics). Core Skills & Competencies Empathy & Active Listening: Ability to understand customer emotions and respond with genuine care. Attention to Detail: Accurate data entry, meticulous order tracking, and precise communication. Time Management: Efficiently handle a high volume of inquiries while meeting service level targets. Tech Savvy: Quick adoption of new platforms, troubleshooting tools, and internal workflows. Team Collaboration: Open communication with fulfillment, product, and marketing teams. Adaptability: Thrive in a fast‑changing environment, embracing new processes and product launches. Work Schedule & Location This is a hybrid, full‑time position based in Vancouver, Canada. You will be required to work on‑site at our office near Main & 4th for collaboration days and occasional training sessions. The schedule is designed to ensure coverage across the entire week: Thursday, Friday, Monday – 9:00 am – 5:00 pm Saturday, Sunday – 8:00 am – 4:00 pm We are currently considering candidates who