Role Overview

Join Lululemon's innovative Educator Help Centre (EHC) as a Senior Support Analyst in Vancouver, British Columbia. This critical role serves as the frontline technology support for retail stores, Guest Education Centre, and corporate offices worldwide. As a key player in Lululemon's global support operations, you'll ensure seamless day-to-day technology experiences for thousands of employees. Lululemon, renowned for premium performance apparel in yoga, running, and training, prioritizes people-first culture with emphasis on growth, connection, and well-being.

The EHC team delivers best-in-class support via phone, email, live chat, ServiceNow, and in-person assistance. As a Senior Support Analyst, you'll troubleshoot complex issues, maintain queue health, and drive operational excellence using AI tools and analytics. This position offers variety, continuous learning, and authentic connections in a collaborative, high-energy environment. Thrive at Lululemon while helping employees serve guests with cutting-edge tools.

Key Responsibilities at Lululemon

As Senior Support Analyst - Educator Help Center, your impact will be immediate and meaningful:

• Maintain global ticket queue health: Ensure every case progresses appropriately with timely, high-quality resolutions across all channels.
• Act as operations SME: Provide deep expertise on workflows, tools, and standards to elevate team performance.
• Drive analytics insights: Monitor EHC performance through reporting, identify trends, and recommend scheduling, training, and tech improvements.
• Oversee queue management: Triage critical incidents, coordinate escalations, and partner with Technology during high-impact events.
• Build Knowledge Base excellence: Collaborate cross-functionally to create accurate, actionable documentation for Level 1 support.
• Leverage AI and automation: Streamline workflows, analyze data, and generate documentation for efficient decision-making.
• Support talent acquisition: Participate in recruiting, interviewing, and onboarding with focus on technical capability and support excellence.
• Represent EHC operations: Serve as voice in cross-functional projects, vendor communications, and strategic initiatives.
• Coach and mentor: Guide team on complex issues, share best practices, and foster consistent best-in-class support delivery.

Qualifications & Requirements

To excel as Senior Support Analyst at Lululemon, bring these qualifications:

• Excellent leadership skills to coach and empower support teams effectively.
• Deep knowledge of IT support operations, ServiceNow, and multi-channel troubleshooting.
• Strong analytical abilities for operational reporting, trend analysis, and process enhancements.
• Experience with AI technologies, automation tools, and knowledge base management.
• Proven cross-functional collaboration with vendors, stakeholders, and technology teams.
• Passion for empathetic problem-solving and creating authentic employee connections.

Previous experience in high-volume support environments and familiarity with retail tech stacks preferred.

Salary & Benefits

Competitive compensation for Senior Support Analyst roles in Vancouver ranges from 85,000 - 105,000 CAD annually, based on experience. Lululemon offers exceptional perks:

• 50% employee discounts on premium athletic apparel.
• Comprehensive health and wellness benefits including gym reimbursements.
• RRSP matching and performance bonuses.
• Generous PTO and parental leave policies.
• Professional growth opportunities with training budgets.
• Modern Vancouver office with flexible hybrid options.
• Team events fostering fun, collaborative culture.

Why Join Lululemon?

Lululemon isn't just athleisure—it's a movement for healthier, more connected lives. As a Senior Support Analyst, you'll contribute to positive change in an equitable, inclusive environment. Our Vancouver headquarters buzzes with innovation, from technical fabrics to transformative guest experiences. Enjoy work-life balance, personal development, and community impact while wearing cutting-edge gear. Join a team passionate about people, technology, and performance.

How to Apply

Ready to elevate Lululemon's technology support? Apply now for Senior Support Analyst - Educator Help Center in Vancouver. Submit your resume highlighting IT support leadership and analytics experience. We're hiring fast—don't miss your chance to join a thriving global brand committed to your growth.