Customer Experience Representative (14 Month Contract) | Poppy & Peonies

Bloom; Canada; Remote; CAD 50,000 - 60,000; Full time

Job summary

A leading design consultancy in Canada is seeking a Customer Experience Representative for a 14-month remote contract. The ideal candidate has experience in customer service and strong communication skills. Responsibilities include serving as the primary contact for customer inquiries, resolving issues, and maintaining high service standards. The position offers an annual salary of $50,000 - $60,000 CAD, 3 weeks paid vacation, and a $1,500 health spending account.

Benefits

3 weeks paid vacation

5 additional flex days

$1,500 CAD health spending account

$250 CAD period & menstrual budget

$1,000 CAD allowance for products

$400 CAD home office setup allowance

Qualifications

• Experience in a customer service or customer-facing role.
• Ability to resolve or de-escalate challenging customer issues.
• Familiarity with e-commerce customer service environment.

Responsibilities

• Serve as customers' primary point of contact.
• Respond to inquiries via live chat and email.
• Provide accurate information about products and services.
• Resolve customer concerns and ensure satisfaction.
• Troubleshoot orders via Shopify and other tools.
• Collaborate with internal team to address escalated issues.
• Share insights to improve customer experience.

Skills

Customer service experience

Strong communication skills

Familiarity with live chat platforms

Team player

Adaptability to priorities

Patience and professionalism

Tools

Tidio

Shopify

Click Ship

Loop

Job description

Overview

Bloom is a full-service workplace design consultancy representing a Bloom Partner on their search for a Customer Experience Representative to join their team. As Talent Advisors, we will be the liaison between our Bloom Partner and yourself during this recruitment process. We do not use fancy tech to search through resumes at Bloom; every resume is reviewed by a human to ensure that we attain a consistent and equitable interview process. You will directly join our client’s team if you are selected as the successful candidate. We look forward to seeing your application!

About the Role

We are excited to be growing our team and are looking for our second Customer Experience Representative to join us on a 14-month contract.

As our Customer Experience Representative, you will be the first point of contact for our Poppy & Peonies customers, ensuring that every interaction reflects our commitment to providing a warm, supportive, and memorable brand experience. You’ll play a key role in maintaining our reputation for exceptional service by responding to inquiries, resolving issues efficiently, and offering thoughtful solutions that delight our customers.

This position is ideal for someone who thrives in a fast-paced, team-oriented environment and is passionate about creating outstanding customer experiences. As a vital member of our growing team, you’ll help shape how we connect with our community and uphold the high standards that define the Poppy & Peonies brand.

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 Table

• You have experience in a customer service or customer facing role within a DTC or e-commerce 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.

Don’t sweat it if you don’t have everything listed above. We believe in growth and curiosity. If you have some of these qualities and are excited about this opportunity, then we want to hear from you!

The recruitment process

• Phone screen with Erica, Talent Advisor from Bloom
• Video Interview with Stephanie, VP of Operations
• Take home assignment
• Final video interview with Zeveren, Customer Experience Representative
• Reference checks
• Offer

Location & Working Hours

• We are looking for someone located in the Eastern Time Zone to join our remote team with a working schedule from Wednesday-Sunday from 12:00 - 8:00 pm ET.

Salary and Benefits

$50,000 - $60,000 CAD per year

• Annual salary ranges from $50,000 - $60,000 CAD
• 3 weeks of paid vacation per year
• 5 additional flex days
• $1,500 CAD annual health spending account
• $250 CAD annual period & menstrual budget
• $1,000 CAD annual allowance toward Poppy & Peonies products
• $400 CAD one-time home office setup allowance

Like Bloom, Poppy & Peonies is committed to a fair and equitable hiring process for all candidates. To ensure that each candidate’s journey is consistent and the selection process is unbiased, Hiring Managers will not respond to any personal messages regarding this role or other opportunities. To apply, please submit your application via Bloom.

How we Hire

Poppy & Peonies is committed to a fair and equitable hiring process for all candidates. To ensure that each candidate’s journey is consistent and the selection process is unbiased, the team at Poppy & Peonies will not be responding to any personal messages regarding this role or other opportunities.

Poppy & Peonies is a proud equal opportunity workplace that is committed to equal employment opportunity regardless of race, colour, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. We’re looking for motivated and compassionate people who can execute from the ground up and support the work that Poppy & Peonies believes in.

Poppy & Peonies is committed to developing an inclusive, barrier-free recruitment process and work environment. Should you require any accommodation, please inform us and we will work with you to meet your accessibility needs. For any accessibility-related assistance, requests for information in accessible alternative formats or to report any accessibility problems, please share in your application or email [e-mail].

#LI-Remote