Quality Returns Support

Location: This is a remote opportunity for those based in the US or Canada. Vancouver, BC or Toronto, ON are preferred locations.



Who we are



lululemon is a yoga-inspired technical apparel company up-to big things. The practice and philosophy of yoga informs our overall purpose to elevate the world through the power of practice. We are to be growing global company with locations all around the world, From Vancouver to Shanghai, and places in between. We owe our success to our innovative product, our emphasis on our stores, our commitment to our people, and the incredible connection we get to make in every community we are in.



About this team



The Guest Education Centre (GEC) is the contact center for lululemon. With offices in Vancouver, and remotely, we are a vital frontline connection with our guests. Most people call them customers, but because we create an inviting environment, we call them our guests.



A day in the life



As a Return Support, you live and breathe product identification and education, supporting guests when their gear doesn't quite live up to their standards. You'll navigate through tough conversations and situations passed on to you from GEC Educators without breaking a sweat. You are innovative in creating solutions for elevating guest experience but aren't afraid to stand your ground when the situation requires it and will use your connections with our warehouses and other teams to your advantage.



As a member of the lululemon team, you work in a fast-paced environment where we emphasize goal setting, health and fitness, community involvement and personal development through our core values. We also have a lot of fun!



Role Responsibilities

• Auditing any Quality Promise Submission from Guests.


• Ensures thorough and accurate tracking of all guest feedback and follow up conversations.


• Ensures all escalated issues are responded to within specified timelines.


• Coaches and supports GEC Educators and Quality Promise Expert Educators with guest situations in a patient and approachable manner.


• Supports Educators with questions in person and via chat.


• Supports the Communication Specialist in maintaining returns articles in Knowledge and supporting new content creation.


• Manages the development and delivery of projects.


• Tracks, analyzes, and shares trends.


• As a guest experience ambassador, you take a stand for the lululemon guest experience as a whole.


• Provides product education by communicating features, fabric properties, and function of product. Product expertise is second nature to us.


• Completes returns and provides returns to guests utilizing CashStar, CSC, and Microsoft Dynamics.


• Has responsive, confident, and candid communications with guests and internal teams including but not limited to: Global Quality, SSC Legal, Resolutions Support, Order Support and our DC teams.


• Reports to the GEC Quality Returns Support Team Lead.


• Performs additional projects, duties, and assignments as required.

Skills and Qualifications

• Innovative with entrepreneurial spirit, you are a catalyst for change.


• Pro-active and solution-oriented with out of this world problem solving skills.


• Unified, big picture outlook - you are driven by the connection between your teams work and creating a great guest experience


• Strong organizational and multitasking abilities.


• Strong time management skills and ability to prioritize tasks.


• Attention to detail is a must. You understand the importance of our guests and cross functional partners' time.


• Proven ability to give and receive feedback to peers, leadership, and cross functional partners.


• Ability to work independently with minimal supervision.


• Love of all things lululemon product.


• Excellent verbal and written communication.


• Intermediate to advanced computer skills; this includes proficiency in Microsoft Office, an ability to type 50 wpm, and strong experience navigating the internet.


• High school diploma required.


• 6-12 months in an educator role or similar position.


• Bilingualism (French/English) is an asset

Must Haves

• Acknowledges the presence of choice in every moment and takes personal responsibility for their life.


• Incorporates DEI principles into daily work.


• Possesses an entrepreneurial spirit and continuously innovates to achieve great results.


• Communicates with honesty and kindness and creates the space for others to do the same.


• Leads with courage, knowing the possibility of greatness is bigger than the fear of failure.


• Fosters connection by putting people first and building trusting relationships.


• Integrates fun and joy as a way of being and working—doesn't take themselves too seriously.

Work from Home - Hardware & Location Expectations

• Contracts are tied to a specific location. The expectation is that work should be exclusively from the specified home location outlined in the original offer letter.


• Employees must use lululemon provided devices, not personal devices.


• Must be able to work from their place of residence that is a quiet, distraction-free environment.


• A public or shared office space , coffeeshop, or an area that has an unsecured share internet space are not an acceptable work place.


• A hardwired internet speed with a minimum of 50Mbps or greater is a role requirement (15Mbps upload speeds or greater). Hotspots dial-up and wireless connectivity aren’t allowed.


• Recommended connection should have less than 120ms of latency (ping).

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Employees are scheduled based on business needs. Shift times range from 6am to 7pm on weekdays and 6am to 6pm weekends. Our guests lead lives outside the standard 9-5 and we are right there with them.



Compensation and Benefits Package



lululemon’s compensation offerings are grounded in a pay-for-performance philosophy that recognizes exceptional team performance. The base pay range for this position is from $19.60-$26.57/hour CAD or $19.25-$26.51/hour USD, subject to minimum wage in the location. The base pay offered is based on market location and may vary depending on job-related knowledge, skills, experience, and internal equity. This position has a target bonus of an additional 10%, subject to certain requirements and the Company’s discretion, bringing the total hourly target compensation range between $21.56-$29.23/hour CAD or $21.18-29.16/hour USD.



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:



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Full hardware setup (e.g., laptop, display)

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Extended health and dental benefits, and mental health plans

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Paid time off

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Savings and retirement plan matching

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Generous employee discount

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Monthly wi-fi reimbursement

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Fitness & yoga classes

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Parenthood top-up

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Extensive catalog of development course offerings



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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.