About Us

Since 2013, Mine & Yours has been leading Canada’s luxury resale movement. We’re a recognized destination for buying and selling authentic pre-owned luxury goods, serving a loyal in-store and online community of fashion lovers worldwide.

Our vision is to create a fashion community that values luxury, quality, and sustainability. By extending the life of luxury pieces, we help reduce fashion waste while making high-end fashion more accessible. What sets us apart is our highly curated collections and inspiring, welcoming boutiques where every visit brings the excitement of discovering something new.

Our Core Values

Passion for Product - Every piece is a jewel, every detail matters.
Connect and Uplift - We rise by lifting others.
The Store is Our Stage - Every detail tells our story.
Hustle Together - One team, one dream - we get it done.
Sustainably Conscious - Mindful today, responsible for tomorrow.

These values shape how we lead, collaborate, and support one another while delivering exceptional experiences for our clients.

Position Overview
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.

Key Responsibilities
Client Communication & Experience

• 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

Order Support & Issue Resolution

• 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

E-Commerce Operations Support

• 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

Cross-Functional Collaboration

• 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

Process & Continuous Improvement

• 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

Qualifications

• 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
• Experience with Gorgias, Shopify, or similar platforms is an asset
• Proactive, solution-oriented, and calm under pressure

Benefits & Perks

• 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.

Our Commitment to Inclusion

At Mine & Yours, diversity, equity, and inclusion are central to who we are. We know these values strengthen our business, our team, and our impact in the world. We welcome all qualified candidates to apply and are committed to providing an inclusive and accessible experience for everyone.