Associate Support Analyst – Educator Help Center

who we are

lululemon is an innovative performance apparel company for yoga, running, training, and other athletic pursuits. Setting the bar in technical fabrics and functional design, we create transformational products and experiences that support people in moving, growing, connecting, and being well. We owe our success to our innovative product, emphasis on stores, commitment to our people, and the incredible connections we make in every community we’re in. As a company, we focus on creating positive change to build a healthier, thriving future. In particular, that includes creating an equitable, inclusive and growth-focused environment for our people.

about this team

The Educator Help Centre (EHC) is the epicentre of technical support at lululemon. We’re a fast-paced team passionate about problem-solving and critical thinking, providing global support to our people across all facets of the business, including Store Educators, the Guest Education Center, Distribution Centers, and Store Support Centers. We bridge the gap between potential lost sales and exceptional customer experiences for our employees.

Our goal is to provide a best-in-class, empathy-centric support experience to lululemon employees across multiple channels: Online chat, over the phone, email, in person or through our internal IT software. As a member of the EHC, you are empowered to think outside the box in order to find solutions and resolve issues for employees. We value teamwork and feedback, and believe that everyone has a role to play when it comes to creating and achieving our vision for the EHC’s future. Plus, we have a great time doing it!

We are eager and excited to pick up new skills and apply them to our day-to-day role. There is a lot of variety at the EHC to keep you stimulated, but enough familiarity to become an expert in certain technologies.

We are a fast-moving organization, and the Technology team is no exception! This means you must be agile, adaptive to change, and a quick learner. You work with your fellow EHC team members to provide technical support and expertise to our stores, GEC’s, Distribution Centres, and corporate employees. More than just solving incidents, you are empowered to find creative and innovative solutions, and collaborate with other experts in the EHC to ensure problems are resolved efficiently.

You play an important role in identifying the needs of our employees and providing personalized support. If necessary, you’ll escalate complex issues and collaborate with team members with more specialized knowledge to resolve them – i.e. one of our Support Analysts.

core responsibilities

General duties include:

• Provide a world-class support experience to our employees via phones, live chat, email, ServiceNow (our ITSM tool), in-person and any future channels
• Diagnose, troubleshoot, and resolve technology issues and concerns (Point of Sale (POS), in-store devices, printers, laptops, PC, Zoom room hardware + more)
• Learn, utilize, install and troubleshoot up to 350+ software applications with a wide range of complexity (Active Directory, Microsoft 365, Zoom, Workday, X-store, + more)
• Provide discovery, diagnosis, and level 1 network troubleshooting for stores and corporate offices
• Manage entire lifecycle of incidents through our ServiceNow tool, updating priority and providing accurate and timely updates to our employees
• Collaborate with Service Excellence and Cross-Functional Tech teams by providing detailed documentation on any incident that requires their support
• Action and fulfill access requests for employees
• Monitor the EHC incident queue and ServiceNow dashboards to identify opportunities to help teammates solve issues more efficiently
• Participate in ongoing learning and development opportunities and trainings as our technologies advance and our processes change
• Maintain and update Knowledge Base Articles using our ITSM tool, ServiceNow
• Communicate with external vendors to order new hardware, schedule technician visits and use escalation channels where needed.
• Track trends to help identify Major incidents or problem tickets
• Adhere to our Standard Operating Procedures (SOP) and aim for excellence in our key performance metrics (Customer Satisfaction, Service Level Agreements, Mean Time to Resolve and Speed to Answer)
• Use Microsoft Copilot and other AI powered tools to support productivity
• Commitment to the betterment of the EHC through collaboration and honest, timely feedback to peers, leadership and partners
• Shift flexibility – We provide support for international stores 24/7 with 18/7 coverage in the office, so the flexibility to work evenings and weekends is necessary

qualifications

• Demonstrated excellence in customer service experience
• Demonstrated ability to communicate effectively and professionally via phone, email, and in-person
• Proven ability to prioritize and organize multiple tasks
• Familiarity with Microsoft (Office 365)
• Familiarity with AI-powered tools, including Microsoft Copilot is a nice to have
• Background in contact center environment is a nice to have
• Background or education in a technical field is a plus
• Excellent interpersonal skills: The ability to foster connections and build trust while gathering relevant information. Proactive in communication where there may be issues or support is needed

must haves

• Acknowledge the presence of choice in every moment and take personal responsibility for your life.
• Possess an entrepreneurial spirit and continuously innovate to achieve great results.
• Communicate with honesty and kindness and create the space for others to do the same.
• Lead with courage, knowing the possibility of greatness is bigger than the fear of failure.
• Foster connection by putting people first and building trusting relationships.
• Integrate fun and joy as a way of being and working, aka doesn’t take yourself too seriously.

additional notes

Authorization to work in Canada is required for this role.

compensation and benefits package

lululemon’s compensation offerings are grounded in a pay-for-performance philosophy that recognizes exceptional individual and team performance. The typical hiring range for this position is from $26.59/hr ($55,300) – $34.90/hr ($72,600) annually; the base pay offered is based on market location and may vary depending on job-related knowledge, skills, experience, and internal equity. As part of our total rewards offering, permanent employees in this position may be eligible for our competitive annual bonus program, subject to program eligibility requirements.

At lululemon, investing in our people is a top priority. We believe that when life works, work works. We strive to be the place where inclusive leaders come to develop and enable all to be well. Recognizing our teams for their performance and dedication, other components of our total rewards offerings include support of career development, wellbeing, and personal growth:

• Extended health and dental benefits, and mental health plans
• Paid time off
• Savings and retirement plan matching
• Generous employee discount
• Fitness & yoga classes
• Parenthood top-up
• Extensive catalog of development course offerings
• People networks, mentorship programs, and leadership series (to name a few)

Note: The incentive programs, benefits, and perks have certain eligibility requirements. The Company reserves the right to alter these incentive programs, benefits, and perks in whole or in part at any time without advance notice.

workplace arrangement

Hybrid

In-person collaboration and connection is important to our culture. Work is performed onsite, minimum 4 days per week.

#LI-Onsite

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