Bilingual Customer Experience Coordinator

Positions to Fill: One (1) Open Role
Reason for Open Position: New Position
Employment Type: Full-Time, Permanent, Salaried.
Employment Location: Pending Successful Candidate (Preference will be given to candidates located in the GTA with availability to support as a hybrid employee - 2 days in Toronto office + 3 days remote. However, due to the language requirements of this role, candidates across Ontario, or other areas of Canada with bilingual skills who are able to work remotely in the eastern time zone are welcome to apply).
Salary: $50,000.00 - $62,000.00 CAD. *This salary range is based on an assessment of the local market and may vary depending on the successful candidate's experience. This range is based on base salary and does not include additional bonus program and total rewards eligibility.
Overtime Eligible: Yes

Three Ships Beauty is hiring We’re looking for a Bilingual Customer Experience Coordinator to help deliver thoughtful, high-quality support across every consumer touchpoint. This role is central to how our community experiences the brand, from first question to long-term loyalty.

You’ll be responsible for responding to consumer inquiries across channels, resolving issues with empathy and clarity, and turning feedback into insights that help shape our products, packaging, and messaging. You’ll collaborate closely with our Marketing, Product Development, Operations, and Warehouse teams, acting as a trusted steward of our brand voice and the voice of our customer.This is a great opportunity for someone looking for a hybrid based position, who has a passion for skincare, a strong ability to problem-solve, and takes pride in creating meaningful, human customer experiences.

PRIMARY RESPONSIBILITIES

Consumer Support

- Respond to consumer inquiries across all channels (email, social, website reviews and phone etc.) using a warm, professional, Three Ships aligned tone.
- Handle a wide range of interactions, from simple questions and skin-care routine recommendations to complex or escalated concerns; ensuring timely resolution and clear communication.
- Support the Customer Experience Manager with ad-hoc needs & coverage of our virtual consultation program, connecting with customers virtually to address their skin concerns & recommend products.

Administration, Documentation & Reporting

- Log all consumer interactions accurately and promptly, following internal systems and processes.
- Maintain and update our customer database, tracking trends, feedback themes, service issues, and insights.
- Monitor feedback channels and flag emerging risks related to product quality, compliance, legal considerations, or reputational impact.
- Monitor core KPIs set by the Customer Experience Manager, ensuring ticket resolution targets, replies per ticket target, and any other team metrics are met or exceeded.

Voice of the Consumer & Cross-Functional Collaboration

- Share Voice of the Consumer insights with internal teams to inform website updates, product improvements, packaging decisions, and marketing strategies.
- Collaborate with our Product Development Team on quality assurance to ensure responses to product-related inquiries are informed, compliant, and aligned with guidelines.
- Craft thoughtful responses to escalated or sensitive communications in partnership with, Marketing, and Brand teams.
- Support the marketing & product development teams with ad-hoc French language

Continuous Improvement

- Identify opportunities to improve tools, workflows, automation, and knowledge systems to enhance efficiency and reporting clarity.
- Support the Manager of Consumer Experience in evolving engagement tools that drive consistency and first-contact resolution.

REQUIREMENTS

- High school diploma required; post-secondary education in Business, English, French, Cosmetology, or Communications, asset.
- Bilingual English & French skills required. Must have full professional proficiency in written & verbal English. Must have full professional proficiency in written French (professional proficiency in verbal French is an asset).
- Past experience in a customer service role is an asset.
- Exceptional written and verbal communication skills, with the ability to explain product details, order updates, and next steps clearly and empathetically.
- Strong de-escalation skills and a calm, professional approach to challenging interactions.
- Experience using customer support platforms (e.g., Richpanel, Gorgias) and proficiency in Gsuite products.
- Highly organized, detail-oriented, and self-motivated, with a strong sense of ownership.
- Adaptable, curious, and excited to learn in a fast-moving, evolving environment.
- Passionate about delivering standout customer experiences and building lasting brand loyalty.
- Open to new projects and cross-functional initiatives as our team grows- we’ll support you every step of the way.
- Passion for the skin & beauty industry is an asset.
- Previous skincare education or esthetician certification is an asset.

YOU ARE A GOOD FIT IF YOU

- Believe customer experience is a core part of brand building.
- Love turning feedback into meaningful improvements.
- Thrive in collaborative, cross-functional environments.
- Bring empathy, clarity, and care to every interaction.
- Align with the Three Ships values of Hustle, Integrity, Compassion, and Curiosity.

TEAM MEMBERS YOU’LL WORK CLOSELY WITH

- Customer Experience Manager - Your direct manager and primary partner in shaping our customer support strategy, workflows, and tools.
- Marketing Team - Collaborate on aligned messaging, launches, promotions, and ensuring our brand voice is consistent across all consumer touch points. Partner on social engagement, review responses, and community management to deliver thoughtful, on-brand interactions.
- Product Development Team - Works closely with you to ensure accurate, compliant responses to product inquiries and to surface trends that inform product improvements.
- Operations & Warehouse Team - Collaborates on order-related inquiries, shipping issues, and proactive communication to ensure a smooth end-to-end customer experience.

HOW TO APPLY

Please submit your application through our application link by February 16th. We appreciate all applicants' interest, but only those selected for an interview will be contacted.

Accessible Recruitment Process: We strongly encourage applications from visible minorities, individuals with disabilities, and members of the LGBTQ2+ community. Three Ships actively encourages applicants to self-identify. Requests for accommodation due to a disability or any other protected characteristic can be made at any stage of the recruitment process and during employment by contacting our People Operations Team.

Use of AI: While we may use AI enabled applicant tracking systems to sort resumes or streamline administrative tasks in the hiring process, all decisions about who joins our team are made by people. We do not use AI to rank, score, or eliminate candidates without human review & final decision making.

WORK PERKS

- Competitive compensation.
- Annual performance bonus.
- We're all owners All full-time permanent team members are granted stock options. Build long-term ownership in the future we’re creating together.
- Annual learning & development credit.
- Comprehensive health benefits package, including medical, dental, life, AD&D long-term disability and vision coverage.
- Fun team offsites & socials.
- Flexible work hours & hybrid work model.
- Week of Christmas and New Years off + 2 additional weeks of paid vacation (3 weeks total).
- Annual Paid Day Off for your Birthday
- Unlimited Wellness Days (to support your physical & mental health).
- Half-day Fridays in the summer.
- Free skincare
………And so much more

WHO WE ARE

Three Ships is a results-driven beauty brand backed by natural ingredients and real science. Look closer at our formulas and you’ll find all natural, 100% plant + mineral-derived ingredients selected for their clinically-proven performance and skin-loving qualities. Nothing else.

Since launching in 2017, our products are carried in +400 retailers across North America, have thousands of 5-star reviews online, and have appeared in Dragons’ Den, ELLE, People Magazine and Forbes. We are also the recipient of the RBC Canadian Women of Influence Award (2020), and were named to the Forbes 30 Under 30 List (2022).We are backed by some of the world’s leading angel investors, and have amazing plans for the future

We are an equal opportunity employer. We truly see our team as our family, and focus on four core values: compassion, hustle, integrity, and curiosity.

- Hustle - we work hard and smart. We believe that hard work, resourcefulness and dedication will take us far. Less ego, more grit.
- Integrity - we look for people who are honest and good team players. We don’t believe in shortcuts - we take the right path, even if it’s the harder one.
- Compassion - we foster good vibes and positivity, and celebrate wins as a team. We don’t believe in pointing fingers or pushing blame. We trust each other and always assume the best intentions.
- Curiosity - asking questions is one thing, asking questions and having the willingness to discover the answers is another. We embrace, seek out, and share new experiences and ideas.