Role overview

Since our inception in 2017, PURPLE has been on a mission to redefine denim culture. Blending industrial design, streetwear, and luxury fashion, we've curated a collection of men’s denim and luxury basics that transcend trends. At PURPLE, we take pride in challenging conventions through design that is grounded in a contemporary spirit and timeless quality.

We are a team of creative, collaborative, and highly dynamic people who love what we do, and we strongly believe that our diverse team of motivated individuals makes our company strong and successful. Reporting to the Head of Customer Service, this role primarily focuses on customer support, managing order inquiries, returns, exchanges, and shipping issues while coordinating closely with warehouse and internal teams to ensure a smooth customer experience. The role supports day-to-day operations by tracking shipments and resolving fulfilment issues. They also provide support to e-commerce functions, assisting with product updates, merchandising, and marketplace operations as needed.

Job Responsibilities:

Customer Service Support

Respond to customer inquiries via email, text and phone
Assist customers with order tracking, shipping updates, returns, and exchanges.
Work closely with the warehouse to investigate lost, delayed, or damaged shipments.
Communicate shipping priorities, rush orders, and special handling requests to the warehouse.
Assist with tracking shipments and resolving fulfilment delays and lost package claims

Operations

Process customer returns and exchanges in internal systems (Shopify, NetSuite, Loop) and marketplace portals (Farfetch, TikTok).
Coordinate with the warehouse to confirm receipt and inspection of returned items.
Monitor return trends and flag recurring product or fulfilment issues.
Ensure timely refund processing and accurate inventory updates.
Assist in monitoring inventory levels across e-commerce and retail channels.
Monitor backorders and work with inventory team to fulfil/cancel as required.

E-Commerce & Marketplace Support

Support product uploads, pricing updates, image management, and product descriptions.
Troubleshoot basic PDP and web issues and escalate technical concerns as needed.
Assist with daily operations across e-commerce platforms and marketplaces like Farfetch.

Qualifications and Skills:

Strong attention to detail and ability to work with accuracy in data entry and online systems
Good written and verbal communication skills for customer support and internal coordination
Comfortable learning and using digital tools and platforms (e.g., e-commerce systems, email, ticketing tools)
Strong problem-solving skills with a willingness to troubleshoot and escalate issues when needed
Highly organized with the ability to manage multiple tasks in a fast-paced environment
Customer-focused mindset with a positive and professional approach
Strong team player with a willingness to learn e-commerce operations, orders, and returns processes
Experience with Shopify, Gorgias, Loop is considered an asset

Benefits:

Extended health & dental Benefits
3 weeks’ vacation
Generous employee discount program
Casual dress policy
Generous compensation and corporate bonus program
Company-wide socials and events

Please note this job is located in our Vancouver office and is expected to be performed on-site.

If you are excited about the opportunity to join our fast-growing team, please submit your resume and any other relevant information.

We thank all applicants for their interest; however, only those candidates selected for interviews will be contacted. We are an equal opportunity employer; all employment is decided on the basis of qualifications and business needs.