About the role
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
About Peace Collective
Established in 2015, Peace Collective is a lifestyle brand that helps you look good while giving back to the causes you believe in. We aim to create conversations and awareness around prevalent social issues by helping you make an impact through on-trend apparel. Our mission is to donate $1,000,000 to causes we’re passionate about by 2030.
In addition to two retail locations in Toronto, Ontario, Peace Collective has a growing wholesale brand that offers clients exclusive access to our creative team to develop their company's unique designs and tell their brand's story through their new merch.
To learn more about us and our cause, visit our website www.peace-collective.com or check us out on social media:
Instagram: @peacecollective | Facebook: www.facebook.com/thepeacecollective
About the role
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
About Peace Collective
Established in 2015, Peace Collective is a lifestyle brand that helps you look good while giving back to the causes you believe in. We aim to create conversations and awareness around prevalent social issues by helping you make an impact through on-trend apparel. Our mission is to donate $1,000,000 to causes we’re passionate about by 2030.
In addition to two retail locations in Toronto, Ontario, Peace Collective has a growing wholesale brand that offers clients exclusive access to our creative team to develop their company's unique designs and tell their brand's story through their new merch.
To learn more about us and our cause, visit our website www.peace-collective.com or check us out on social media:
Instagram: @peacecollective | Facebook: www.facebook.com/thepeacecollective