Guest Support Content Optimization Support

Guest Support Content Optimization Support

Business Unit:
Guest Education Centre (GEC)

Time Type:
Full-time

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.

Guest Support is a function under the Global Digital organization. It includes both the digital frontline for our guests and the enabling teams that support our contact centre (GEC) with strategy and operational excellence. The Guest Education Centre (GEC) is our contact centre at lululemon - our digital frontline connection. It serves our North American guests through an omni-channel experience, engaging with guests and supporting their purchasing and resolution needs.

• Support the creation of messaging for sensitive guest topics and high-profile scenarios, ensuring clear, empathetic communication and accurate information sharing across GEC teams.
• Coordinate, maintain, and update guest messaging based on the current style guide, including written messaging templates and internal knowledge articles
• Write clear, compelling copy that is relevant and channel-appropriate (including Chat Bot, web, emails, quick text, and data and intelligence prompts) that supports a great guest experience.
• Review and edit guest impacting content for clarity and brand alignment for various Guest Support and cross-functional partners, including Operations, Resolutions, etc, as directed by Manager.
• Coordinate intake of communication requests for the GEC Operations and Support teams to ensure consistent and accurate information for guest experience.
• Support creation of Standard Operating Procedures (SOPs) by assessing clarity of language to enable data and intelligence.
• Maintain cohesive Knowledge content and structure, ensuring accurate and consistent guest messaging is available for educators and guests.
• Contribute to a respectful and inclusive team environment by welcoming and celebrating differences to ensure a supportive, productive, and fun experience for all team members

• Must reside and work in a province/state where lululemon operates.

• The Guest Education Centre operates across North American time zones from 4:30am PST until 9:30pm PST including extended service windows during peak seasons.
• Role is required to work variable hours, including mornings, afternoons, evenings, weekends, and holidays, based on hours of GEC Operations, team attendance, seasonality, and business demand.
• Work schedules can vary and will prioritize peak volume periods accordingly based on business demands.
• During peak time frames, special events, or other business circumstances, shifts may include earlier mornings or later nights.
• Work schedules may be adjusted with notice by the Manager or Workforce Management to support business needs.
• Work is completed remotely at a desk.

• 1+ years experience in a customer service, contact centre, operational or similar environment
• Education:
  
  High school diploma, GED or equivalent

• Education:
  
  Bachelor’s degree or equivalent an asset
• Experience in communications or copywriting an asset
• Experience with AI prompting or agentic AI an asset
• Familiarity with Salesforce or other Knowledge management platforms an asset
• Bilingualism (French/English) is an asset.

• 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.

• Inclusion & Diversity:
  Creates/supports an inclusive environment that values/celebrates differences
• Communication:
  Exceptional communication skills, both verbal and written, conveying information effectively and understanding information shared while interacting with others across various platforms/channels
• Data and Intelligence Literacy:
  Leverages data and AI tools to support informed decisions, generate insights, and enhance performance - whether executing day-to-day tasks or informing strategy
• Integrity/Honesty:
  Behaves in an honest, fair, and ethical manner
• Personal…