Hi, I’m Stephanie. I’m the Operations Manager at Poppy & Peonies, a fun and energetic brand that believes styles and function should co-exist. We’re passionate about creating practical pieces that help make life a little easier and lighten the load, literally.

My time here at Poppy & Peonies has been a wild adventure. I started off 6 years ago filling orders in our small office, and now I manage an incredible team who has helped us expand into new product categories and collaborate with some exciting influencers and brands.

We believe in our responsibility to care for our environment and we are passionate about preserving the health and welfare of our planet, and the animals that live on it. All of our bags are made from high-quality vegan leather, and our entire product line is vegan, cruelty-free, and PETA-approved. We ship our products plastic-free and we use a combination of recycled, compostable, and biodegradable materials to mitigate shipping waste, and we are constantly looking for new ways to make our products and supply chain more sustainable to reduce our carbon footprint.

About the Role

We are looking for our second Customer Experience Representative to join our growing team.

As our Customer Experience Representative, you will be the first point of contact for our Poppy & Peonies customers, ensuring they have a positive and memorable experience with our brand. You will be responsible for answering inquiries, resolving issues, and providing support through various channels, from our emails to our live chat platform. This role is crucial in maintaining the high standards of customer service that we strive for.

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 Operations
Take home assignment
Final video interview with Stephanie & 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 12:00pm-8:00pm ET.

Our use of AI in hiring

We believe transparency matters, especially as technology evolves. At Bloom, we may leverage AI as a supportive tool when developing role descriptions, interview questions, take home assignments, and interview guides, where appropriate, with the goal of improving clarity, consistency, and accessibility for candidates. However, we do not use AI to source, assess, screen, or interview candidates. Every application is reviewed by a human, every interview is conducted by a human, and all hiring decisions are made by people, not automated systems. Human judgment, care, and accountability are central to how we hire.

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 [email protected]

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