Job Description

Customer Experience Agent and Registered Holistic Nutritionist (12-month contract) - VitaminLab

About Us:

At VitaminLab, we're on a mission to make personalized health accessible to the world - and we're just getting started.

Founded in 2017, we've been recognized as one of Canada's Top Growth Companies and are proud to build our products in a state-of-the-art facility in Victoria, BC. We partner with health professionals and practitioners to create supplements that are fully customized to each individual - bringing precision, science, and personalization together in a way that transforms everyday health.

We're growing fast - expanding globally, innovating constantly, and driven by values that define us: Innovation, Curiosity, Growth, Personalization, Collaboration and Grit. If you're ready to build, lead, and be part of a brand that's changing the future of wellness, we'd love to have you on the journey.

About the Role:

We are seeking an experienced full-time employee (40 hrs/wk) who has at least 2+ years experience in customer service and is a registered holistic nutritionist. The ideal candidate will have a working knowledge of technical programs used for customer management, as well as payment and subscription processing. This position will be based in Victoria, BC (In-person or Hybrid). We require availability Monday to Friday between the working hours of 8 am and 4:30 pm PST.This is a 12-month contract position, offering the opportunity to gain valuable experience and make a meaningful impact within our Customer Experience team. The possibility of extending the role or transitioning to a permanent position will be assessed towards the end of the contract depending on business needs and performance.

Responsibilities of the Role:

Closely monitor communication platforms and respond to customer requests, queries, and frustrations. Navigate across many technological platforms to get to the bottom of customer issues and create solutions. Chat with customers about their personalized formulas and make recommendations to help them reach their goals. Share proactive ideas for improving our products and services. Work with the Head of CE as well as Product and Marketing teams to roll out initiatives to increase customer satisfaction. Communicate with various departments to implement solutions and get results for the client. Act as a quality assurance enforcer with new website updates, new customer initiatives and any other required support. Convey a smile through a phone call or email and diffuse customer issues with empathy and compassion. Complete nutritional consults to support our customers in optimizing their personal formulas Conduct Health Canada regulated calls with our Canadian customers to ensure formulas are safe to each individual Provide nutritional insight to our teams for ongoing promotional offers and social media posts Pitch in with the team on anything pressing that develops

You must:

Have 2+ years of experience in customer facing roles. Have a certification in holistic nutrition (R.H.N or C.H.N) Love helping others- you care about people and their experience with our brand. Be uber organized- things change quickly in startups, you're good at keeping track of things and staying calm under pressure. Pick things up quickly- you're naturally curious and quick to learn new things via training and self directed research. Be calm in challenging situations- when things go wrong or people are unhappy, you bring a sense of calm, common sense and empathy to the situation. You know that there's a solution and you're happy to help find a middle ground when necessary. Have a solid technology acumen- you're comfortable with online platforms, and are keen to learn new systems. Have excellent written and communication skills and an ability to represent the brand well- you understand the nuances of communicating via email and chat with customers, you come across as friendly, knowledgeable and enthusiastic to help. Have a desire to grow your career alongside the company. Have a sense of humour! We take our work seriously but we have fun doing it.

Other Assets (preferred but not required):

Experience with e-commerce platforms and online payment processing. Experience with omni-channel platforms including phone, chat, and ticketing systems Proficiency in Google workspaces including sheets, docs, teams, meets, and drive.

Our Amazing Perks & Employee Programs:

Personal Fridays: Enjoy 15 paid Personal Fridays per year Paid Vacation Time 5 Paid Sick Days (if you need them, we have you covered) Extended Health and Dental Benefits Fitness and Wellness Account Your Own Personalized Supplement Plan Professional Development Allowance Remote/Hybrid friendly with office access to those living in Victoria, BC Team Events and Socials An opportunity to grow and make an impact on an amazing team!

Please include a cover letter when applying, we'd love to hear about your interest in VitaminLab and, perhaps, nutrition/wellness and why you're excited about this role

The typical starting base salary range for this position is

$50,000 CDN

.

*Note: While we would love to meet every applicant, we have supplements to make! Only those candidates under consideration will be contacted. We thank you so much for your interest.

Our team handles both personal information and personal health information, which means candidates that receive and accept employment offers must undergo a background check.

Job Type: Fixed term contract
Contract length: 12 months

Pay: $50,000.00 per year

Benefits:

Casual dress Company events Dental care Employee assistance program Extended health care Life insurance On-site parking Paid time off Store discount Vision care Wellness program Work from home
Work Location: Hybrid remote in Victoria, BC V8T 4R4