Bloom is a full-service workplace design consultancy representing Huha on their search for a Customer Care Representative to join their team. As Talent Advisors, we will be the liaison between our Huha 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!

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Huha is an underwear brand making healthier, comfier skin-layer basics that encourage one’s sense of body positivity and self-love. In the process of creating what is better for our bodies and minds, we are creating a better world, too.

We believe that everyone deserves to feel comfortable in their skin. For too long, we’ve been trained to think that the way we look is more important than the way we feel, and we’re on a mission to change that.

We are a small but dedicated team with great ambitions. As a fast-growing startup, we believe that if we set our minds to a unified goal and work together to achieve it, the moon is the limit. Since our inception, we have doubled our growth year-over-year, given back to dozens of wonderful charities, and garnered tens of thousands of loyal customers who believe what we believe: that comfort is more important than vanity.

Huha is on a mission to create healthier, more comfortable garments that improve one’s sense of body positivity and self-love. Our values guide our work, and our mission guides our values.

About the Role

As the Customer Care Representative, you will be the first point of contact for our Huha customers, ensuring they have a positive and memorable experience with our brand. You will be answering inquiries, resolving issues, and providing support through various channels, from our emails to our live chat platform.

We are looking to add an enthusiastic, organized, and hardworking individual to our small, growing team! You are a self-starter and feel confident taking the initiative while also being an integral part of a team. You should be excited and passionate about customer service, creating processes, and overall being a key player in the building of a brand.

This is a full-time opportunity with a working schedule from Thursday to Monday, ensuring that our customers are taken care of all 7 days of the week. Your schedule will be 8 am – 4 pm on Saturday and Sunday and 9 am – 5 pm on Mondays, Thursdays, and Fridays.

The Opportunity

• Providing Huha’s community with an outstanding customer experience by responding to customer inquiries through multiple service channels, including email, chat, and Instagram direct messages.
• Serving as customers’ primary point of contact, ensuring all interactions are handled with care and professionalism.
• Identifying customers’ issues and nature of inquiry by gathering and reviewing information from various resources while providing a non-judgemental, safe space for customers to express their questions and concerns.
• Providing accurate information about our products, policies, and services.
• Addressing customer concerns, resolving issues, and ensuring that our customers feel satisfied and valued.
• Troubleshooting 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.
• Working alongside our fulfillment center, propelling customer queries and logistics.
• Nurture existing relationships with our retailers and wholesalers to ensure a smooth customer experience from onboarding to fulfillment.
• Sharing insights and feedback with the internal team to continuously improve our customer experience.

What You Bring to the Table

• You have experience in a customer service or customer-facing role within a DTC or e-commerce customer service environment.
• You have strong communication skills and can resolve or de-escalate challenging customer issues.
• You have proficient knowledge of customer service best practices.
• You are familiar with live chat platforms and customer service software.
• You have used e-commerce tools such as Shopify, Click Ship, and Loop.
• You are a collaborative team player who loves brainstorming with others.
• You think outside the box, coming up with unique solutions.
• You have a natural ability to remain patient, positive, and professional in all customer interactions.
Don’t sweat it if you don’t have everything listed above. We believe in growth and curiosity. If you have some of these qualities and are excited about this opportunity, then we want to hear from you!

The Process

• Applications are due by 4 pm PST on Friday, March 28th.
The interviewing process:
• Phone screen with Agnes, Talent Advisor from Bloom.
• In-person interview with Stephanie (Customer Care Manager).
• Take home assignment
• Final in-person interview with Jona (VP, Operations) and Alexa (CEO).
• Reference checks
• Offer
• The Huha office is near Main & 4th.

Location & Working Hours

• This is a hybrid role based in Vancouver, Canada, and will require travel to our office.
• At this time, we are only considering candidates based in the Vancouver area for this role. We appreciate your understanding and encourage you to explore other opportunities with us in the future if you’re located outside of this area.
• This is a full-time opportunity with a working schedule from Thursday to Monday, ensuring that our customers are taken care of all 7 days of the week. Your schedule will be 8 am – 4 pm on Saturday and Sunday and 9 am – 5 pm on Mondays, Thursdays, and Fridays.

Total Rewards

• Annual salary ranges from $50,000 – $55,000 CAD
• 15 days of vacation
• Extended health and wellness benefits plan
• A ‘welcome to Huha’ product package (all our best sellers!!), plus complimentary products for every new style and limited colours we launch
• Enjoy an extra staff discount on any additional purchases, plus a Friends and Family Discount for you to share

Like Bloom, Huha is committed to a fair and equitable hiring process for all candidates. To ensure that each candidate’s journey is consistent and the selection process is unbiased, Hiring Managers will not respond to any personal messages regarding this role or other opportunities. To apply, please submit your application via Bloom.

How We Hire

Huha is committed to a fair and equitable hiring process for all candidates. To ensure that each candidate’s journey is consistent and the selection process is unbiased, the team at Huha will not be responding to any personal messages regarding this role or other opportunities.

Huha is a proud equal opportunity workplace that is committed to equal employment opportunity regardless 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 and compassionate people who can execute from the ground up and support the work that Huha believes in.

Huha is committed to developing an inclusive, barrier-free recruitment process and work environment.

Should you require any accommodation, please inform us, and we will work with you to meet your accessibility needs. For any accessibility-related assistance, requests for information in accessible alternative format, or to report any accessibility problems, please share in your application or email agnes@buildwithbloom.com.