Customer Service Representative – Wed–Sun (12 PM–8 PM) at Bloom – Remote
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About This Position
Hi, I’m Stephanie, the Operations Manager at Poppy & Peonies, a fun, energetic brand built on the belief that style and function should go hand in hand. We’re passionate about creating practical pieces that make life a little easier and help lighten the load, literally.
My journey at Poppy & Peonies has been such an exciting one. I started seven years ago packing orders in our small office, and today I have the privilege of managing an incredible team that has helped us grow into new product categories and build exciting collaborations with influencers and brands we admire.
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 OpportunityWe’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.
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.
- 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
- 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
- 5 additional flex days
- $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!
Our Commitment to you.
Like Bloom, Poppy & Peonies is proud to be an equal opportunity workplace. We are committed to equitable employment practices and do not discriminate on the basis 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, compassionate people who are excited to contribute, grow with the team, and support the values that Poppy & Peonies believes in.
Poppy & Peonies is committed to developing an inclusive, barrier-free recruitment process and work environment. Please inform us if you require any accommodation, and we will work with you to meet your accessibility needs. Requests for any accessibility-related assistance can be made to niamh@buildwithbloom.com.
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.
About Bloom: Bloom is a full-service workplace design consultancy representing Poppy & Peonies at they build 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!
$50,000 - $60,000 a year