Lululemon

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) serves as the Global Technology Support hub for lululemon’s retail stores. As a key frontline connection between IT and our educators - as well as corporate users - the EHC plays a crucial role across the organisation.

We deliver a world-class support experience globally via phone, email, and our ServiceNow platform. Our team handles a wide range of technical inquiries and works to resolve any issues that arise. As an EHC team member, you are empowered to be resourceful, think creatively, and provide effective solutions for our educators. Our team thrives on authentic connection and a passion for solving technical challenges.

The EHC operates in a fast-paced environment, setting goals, celebrating achievements, centring well-being, community engagement, and personal growth - all aligned with our core values. And yes, we have a lot of fun along the way!

core responsibilities 

As part of the EHC team, you provide technical support to our stores while delivering an exceptional user experience. Beyond resolving tickets, you're empowered to think creatively, solve problems, and build trusted relationships.

You don’t just fix issues - you look deeper to identify root causes and help prevent them from recurring, contributing to long-term system stability. In a fast-paced, ever-evolving environment, you stay agile, eager to learn, and adaptable, building expertise in store technology while fostering strong partnerships with users and vendors.

• Troubleshoot and resolve retail application issues through the full incident lifecycle, leveraging ITSM incident management best practices while balancing multiple priorities.
• Build deep knowledge of in-store technologies and operational workflows, partnering with Level 3 Support Agents and cross-functional teams for continuous improvement.
• Own and manage tickets in ServiceNow, ensuring timely updates, SLA and KPI adherence, and achieving high customer satisfaction across incidents, tasks, and tech calls.
• Monitor and manage ticket queues by identifying patterns, trends, and recurring issues; create Parent or Problem tickets to track and document broader impacts.
• Take ownership of escalations by coordinating with appropriate teams or vendors, following through until resolution, and ensuring timely communication with stakeholders.
• Communicate clearly and professionally across all support channels (phone, email, remote, in-person) with thorough documentation of each interaction.
• Collaborate with vendors and internal partners to address complex issues, reduce ticket backlog, and drive resolution efficiency.
• Provide guidance to Level 1 Support Agents, contribute to project initiatives, participate in the on-call rotation, and remain flexible for evening and weekend shifts.

qualifications

• 2+ years of hands-on experience in Level 2 IT support, ideally in a multi-location retail environment. Alternatively, a completed qualification (degree, diploma or certification) in an IT-related field with 1+ year of relevant support experience
• 1+ years of experience with Windows, iOS/iPadOS, macOS, and device management platforms (Intune, Jamf or MobileIron)
• Experience troubleshooting and supporting retail hardware and peripherals, including POS systems, barcode scanners, receipt printers, payment terminals, label printers, and mobile devices.
• Foundational understanding of networking concepts (TCP/IP, LAN/WAN, Wi-Fi, DNS, DHCP) and basic understanding of troubleshooting connectivity issues
• Experience using ITSM tools (ServiceNow or Jira) to manage and resolve incidents, including familiarity with ITIL-based incident and problem management workflows
• Proficient in using remote access tools to support users like Logmein or Windows app (Windows Virtual Desktop)
• Strong organisational and multitasking abilities with a focus on meeting SLAs, KPIs, and delivering exceptional user experience
• Clear, professional communication skills - capable of explaining technical issues in simple terms to non-technical users
• A growth mindset - curious, adaptable, and eager to learn new tools and systems in a fast-paced technology environment
• Flexibility to work evenings, weekends, and participate in an on-call rotation as required

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

Authorisation 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 recognises exceptional individual and team performance. The typical hiring range for this position is from $66,000 – $86,800 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 programme, 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. Recognising 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 catalogue of development course offerings 
• People networks, mentorship programs, and leadership series (to name a few)

#LI-ZP #LI-Hybrid

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 

Please note this Remote role is subject to a rotating working pattern and the schedule alternates every two weeks.