Description & Requirementswho 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 global technology support team for our retail stores, Guest Education Centre (GEC), and our corporate offices (SSC's). As the frontline connection between employees and Technology, the EHC plays a critical role in enabling seamless day‑to‑day operations across the company.
We deliver a best‑in‑class support experience through phone, email, live chat, ServiceNow, and in‑person assistance. Our team troubleshoots and resolves a wide range of technical issues, ensuring our employees have the tools and technology they need to serve our guests and perform at their best.
Members of the EHC are empathetic problem solvers who are empowered to think creatively, take ownership, and find effective resolutions. We value authentic connection and are passionate about helping others through thoughtful, solution‑oriented support. The work offers a balance of variety and familiarity, allowing team members to continually learn while becoming experts in our applications, tools, and guest experience.
The EHC is a collaborative, high‑energy team that thrives in a fast‑paced environment. We set meaningful goals, prioritize personal development, and live our core values every day - and we make sure to have a lot of fun along the way.
core responsibilities You will work closely with your fellow Senior Support Analysts and leaders to ensure the smooth day‑to‑day operation of the Educator Help Centre (EHC). You play a key role in maintaining the health of our global ticket queues, ensuring every case is progressing appropriately and that employees receive timely, high‑quality support.
You'll use your deep understanding of our tools, processes, and workflows to elevate the team's performance. This includes supporting team members with guidance on complex issues, sharing best practices, and helping maintain consistency in how we deliver a best‑in‑class support experience across all channels.
You will collaborate with cross‑functional partners to build and refine Knowledge Base Articles, ensuring our Level 1 team has clear, accurate, and effective troubleshooting documentation that empowers them to resolve issues efficiently.
In addition, you'll analyze operational reporting to identify trends, performance gaps, and opportunities for improvement. Your insights will help inform scheduling, process enhancements, training needs, and technology improvements. The Technology Team Leads will rely on your operational expertise and holistic understanding of the EHC to provide recommendations that support our continuous improvement.
Serve as a subject matter expert on EHC operations, maintaining deep knowledge of workflows, tools, and performance standards across all support channels. You help ensure the overall health of the service queues and the quality of every ticket handled by the team.
Use operational reporting and analytics to monitor EHC performance, identify trends, and recommend improvements. You clearly communicate insights to stakeholders and influence enhancements to processes, documentation, and technology.
Oversee Queue Management Support activities, including triaging critical incidents and coordinating escalations. You act as a key operational partner to the broader Technology organization during high‑impact events.
Support communication with vendors and strategic partners, helping ensure alignment, accountability, and smooth collaboration on shared processes or tooling.
Participate in recruiting, interviewing, and onboarding activities for the EHC, bringing an expert perspective on technical capability, performance expectations, and support excellence.
Contribute to the creation, review, and approval of Knowledge Base Articles, ensuring documentation is accurate, high‑quality, and actionable for Level 1 support. You hold cross‑functional teams accountable for maintaining knowledge standards.
Act as the operational voice of the EHC in cross‑functional projects, initiatives, and conversations, helping represent team needs, employee experience considerations, and support requirements.
Leverage AI technologies and automation tools to streamline workflows, analyze data, generate documentation, and support more efficient decision‑making across the team.
qualifications - Excellent leadership skills with the ability to coach, enroll and train others
- Strategic problem solver with an operational and creative mindset.
- Able to demonstrate sound judgement, and strong decision-making abilities while working independently
- Highly motivated entrepreneur who takes calculated risks
- Strong time management skills and ability to prioritize tasks.
- Strong organizational and multitasking skills, attention to detail is a must.
- Able to work well under pressure and meet deadlines.
- Strong business acumen and written and verbal skills
- Experience with call center and/or ticketing systems, and with point-of-sale technologies is an asset
- Experience with AI Tooling is an asset
- Experience with vendor management and working closely with key third party strategic partners is an asset
- High school diploma or GED preferred; completion of post-secondary education will be considered an asset
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
$81,500 - 107,000 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.
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