E-Commerce Customer Service Agent APPLY NOW

Company Overview

Founded in 2015, Peace Collective is a purpose-driven lifestyle brand that helps you look good while giving back to the causes you believe in. We create on-trend apparel that sparks conversations and raises awareness about important social issues. Our mission is to donate $1,000,000 to causes we’re passionate about by 2030.

With two retail locations in Toronto and a rapidly growing wholesale division, Peace Collective collaborates with partners to craft unique merchandise and tell meaningful brand stories through thoughtful design.

About The Role 

We’re looking for a passionate and detail-oriented E-Commerce Customer Service Agent to join our team. In this role, you’ll be the voice of Peace Collective — engaging with our community across email, live chat, social media, and SMS to deliver exceptional service and ensure every customer enjoys a seamless shopping experience.

Armed with strong product knowledge and a commitment to problem-solving, you’ll guide customers through inquiries, resolve issues efficiently, and embody the compassion and authenticity that define our brand.

Day in the Life...

• Engage with customers through written communication on multiple platforms (email, live chat, social media inboxes).
• Collaborate with the distribution team on order updates, changes, and return/exchange requests.
• Track and analyze key customer experience (CX) metrics to meet and exceed performance benchmarks.
• Collect and relay customer feedback to improve products, processes, and overall experience.
• Ensure all communication aligns with Peace Collective’s brand voice and tone.
• Serve as the point of escalation for outsourced CX agents, providing guidance and support in resolving complex cases.
• Manage orders alongside the operations team to ensure timely fulfillment and proactive communication about delays or issues.
• Investigate potential fraud and manage lost-package claims with shipping carriers.
• Identify and share customer trends, issues, and opportunities with internal teams.

Working Conditions

• Remote (WFH) position with initial training conducted at our Distillery District retail location in Toronto (7 Trinity Street).
• Collaborative, mission-driven environment that values empathy, creativity, and impact.

Qualifications

• 1+ year of e-commerce customer service experience.
• Strong written communication skills — empathetic, patient, and professional.
• Self-motivated and goal-oriented with excellent task and project management skills.
• Adaptable, receptive to feedback, and eager to continuously improve.
• Ability to balance customer satisfaction with adherence to company policies.

Nice to-have competencies:

Experience with any of the following tools is an asset:

• Richpanel
• Shopify
• Asana
• ShipHero
• Frate Returns