DescriptionHey, we're Article . Since 2013, we've been creating remarkably better furniture experiences one sofa at a time. As a Customer Care Associate, you're the face of Article to our customers, making every customer interaction a delightful one.
Important:
Location: You must be based in the Greater Vancouver/Lower Mainland area
Work set up: You can work in the office, or 100% remote (within the Lower Mainland)
Scheduling: Your work schedules will be provided at least two weeks in advance, with specific start times varying within a specified range.
All shifts are 8 hours long. The available shifts are:

• 9:00 am - 5:00 pm PST
• 11:00 am - 7:00 pm PST

Minimum Availability: minimum 5 days per week.
Required availability:

• Friday
• Saturday
• Sunday
• Monday

Required 3-week Training Schedule: 3 weeks of full-time training

• July 7th to July 25th
• Daily hours of 8:00 am - 4:00 pm PST
• 2 days of in-office training (July 9th and 10th)

Holiday Blackout: For the first 3 months of your employment, you will not be able to book any time off for vacation (July 7th to October 6th)
We provide you with: a laptop, a second monitor, a keyboard, a mouse, and a headset
As a casual employee:

• After your first three weeks of training, you'll be supporting weekend coverage (Friday, Saturday, Sunday and Monday), plus available weekdays
• To start, you'll work 5 x 8-hour shifts per week. Shifts may fluctuate between 3 and 5x 8-hour shifts in the next few months based on business needs
• More shifts are available based on your availability and the demands of the business
• $23.25 per hour + 4% vacation pay
• 25% discount on all Article furniture

What You'll Do:The Article Customer Care team strives to offer a remarkably better customer experience through a variety of channels, including phone, email, chat, and more. This role is for you if you enjoy working independently while providing resolutions to our customers through authentic connections.
Get to know our team:
We have over 50 Customer Care Associates working closely with different departments, including Logistics, Marketing, Creative, and Product teams to ensure a seamless experience for our customers.
We provide a balanced approach when evaluating your performance to provide specific feedback on how and where you can grow (from promotions to special projects). We believe in providing timely, honest and thoughtful feedback. When you start with us, you will work closely with your Customer Care Team Leader to ensure you're set up for success.
As a team, we walk the walk when it comes to Win Together, your teammates and managers have your back and create a supportive workplace of respect, fairness and fun.
Who you are:As a Particle (people of Article), you will have a high level of empowerment to solve challenging, meaningful customer problems the best way you can.

• You love solving problems
• Bringing in a customer-obsessed attitude
• Preference will be given to those with previous contact/ call centre experience
• Experience in conducting "Pre-purchase" calls
• You're happy to switch between phone calls, emails, and live chats as required
• You're tech-savvy, and you can quickly shift between multiple software applications. We use Slack, G Suite, and our internal technology (ERP/ CRM-like system)
• You'll need to have a stable internet connection with a minimum speed of 30 Mbps (ideally 50+ Mbps)
• Legally able to work in Canada (up to FULL TIME HOURS year-round/ no Student VISA)
• Be based in the Greater Vancouver/Lower Mainland area of British Columbia
• Completion of a criminal background check

Interview schedule:

1. Phone screens with Talent Acquisition team: (Start the week of June 9th)
   
2. Video Interviews with Customer Care Leads: (Start June 12th)
   
3. Hiring Decisions by (Start June 18th)
   
4. Offers: (Start June 19th)
   
5. First Day: July 7th, 2025
   
6. Training Schedule: (July 7th - July 25th)
   
7. Vacation Blackout Period: 3 months - July 7th to October 6th

#INDARTICLECC