At Poppy & Peonies, we also believe deeply in our responsibility to care for the environment. We are committed to protecting the health of our planet and the wellbeing of the animals that live on it. All of our bags are made from high-quality vegan leather, and our full product line is vegan, cruelty-free, and PETA-approved. We ship our products plastic-free and use a mix of recycled, compostable, and biodegradable materials to help reduce shipping waste. We are always looking for thoughtful new ways to make our products and supply chain more sustainable and to lessen our overall carbon footprint.
About the Opportunity
We’re looking for a Customer Experience Representative to join our growing team and help us deliver the kind of service our customers won’t stop talking about.
As one of the first people our customers connect with, you’ll play a big role in shaping their experience with Poppy & Peonies. From answering questions and troubleshooting issues to offering thoughtful support by email and live chat, you’ll help make every interaction feel easy, positive, and on-brand. If you love helping people, solving problems, and being part of a team that cares deeply about the customer journey, this role is for you.
This is a full-time position, with working hours from Monday to Friday, 8:30 a.m. to 4:30 p.m. EST.
A Complete Guide to Using Proxies for Online Jobs, Surveys, and AI Platforms-Free Proxies Included
Also Read: Remote Data Annotation Specialist
The Opportunity
- Serving as customers’ primary point of contact, ensuring all interactions are handled with care and professionalism.
- Responding to all customer inquiries via live chat (Todio), email, and other communication channels.
- Providing accurate information about our products, policies, and services.
- Addressing customer concerns, resolving issues, and ensuring that our customers feel satisfied and valued.
- Troubleshoot our customers’ orders via Shopify, Click Ship, and Loop.
- Collaborating closely with internal team members to ensure consistency and to address any escalated issues or special requests.
- Sharing insights and feedback with the internal team to continuously improve our customer experience.
What You Bring to the Role
- You have experience in a customer service or customer facing role within a DTC or ecommerce customer service environment.
- You have strong communication skills and can resolve or de-escalate challenging customer issues.
- You have familiarity with live chat platforms and customer service software. We use Tidio (live chat) for our live chat.
- You have familiarity with ecommerce tools such as Shopify, Click Ship, and Loop.
- You’re a collaborative team player who can brainstorm with others.
- You’re flexible and can adapt to changing priorities on the go.
- You have a natural ability to remain patient, positive, and professional in all customer interactions.
The Recruitment Process
A Complete Guide to Using Proxies for Online Jobs, Surveys, and AI Platforms-Free Proxies Included
- Video screen with Niamh, Talent Advisor from Bloom
- Video interview with Stephanie, VP Operations & Erica, HR Advisor
- Take Home Assignment
- Final video interview with Stephanie and Zeveren, Customer Experience Representative
- Reference checks
- Offer
Total Rewards
- Annual Salary ranges from $50,000- $60,000
- 3 weeks of paid vacation per year
- $1,500 CAD annual health spending account
- $250 CAD annual period & menstrual budget
- $1,000 CAD annual allowance towards Poppy & Peonies product
- $400 CAD home office setup allowance
- We are a fully remote team across North America. This role will be a fully-remote opportunity, however, there may be domestic or international travel for team gatherings and events!
