Customer Care Associate (Casual) | $23.50/hour

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 frontline voice of Article to our customer base.
We're looking for Casual Customer Care Associates to join us on Monday, July 6th, 2026!
Please note: Interviews will take place for this role between June 15-17. These will be group-format video interviews, meaning you will be in a video interview with other candidates at the same time.
Location: Remote (The comfort of your home), based in Canada
As this role is open to candidates across Canada, all schedules are set in Pacific Time. For candidates located in the Eastern Time zone, this means shifts may occur between 12:00 p.m. and 10:00 p.m. EST, depending on the assigned schedule.
Schedule: Our Customer Care Centre is open:
Monday-Friday 6:00 am - 7:00 pm PST/ 9:00 am - 10:00 pm EST
Saturday-Sunday 7:00 am - 7:00 pm PST/ 10:00 am - 10:00 pm EST
This role is primarily scheduled between 9:00 a.m. and 5:00 p.m. PST, with a rotating late shift from 11:00 a.m. to 7:00 p.m. PST.
Late shifts are part of a regular rotation and will be assigned outside of the rotation based on business needs.Weekend availability is required. Team members are scheduled to work every weekend, which may include Saturdays, Sundays, or both, depending on operational requirements. Actual schedules may vary from week to week, so flexibility within your stated availability is essential and required.
This role requires consistent availability and is not suited to candidates seeking ad-hoc or occasional scheduling.
Training Schedule:
New Particles will complete three weeks of full-time training, which will happen Monday to Friday from July 6, 2026 - July 24, 2026 with daily hours of 8:00 am - 4:00 pm PST/ 11:00 am - 7:00 pm EST.
Holiday Blackout:
For the first 6 weeks, there is a holiday blackout, meaning you will not be able to book unpaid vacation time off during this period, unless previously booked.
Once you are past this training time, as long as your availability meets our minimum requirements, you can increase or decrease your availability monthly.

• CCA Particles are remote (working from the comfort of your home)
• We provide you with everything you need to set you up for success: laptop, monitor, mouse, keyboard and a headset
• Access to a 45% discount on our entire product range (15% for friends and family)!
• Competitive hourly pay: $23.50 per hour + 4% vacation pay
• Ongoing training opportunities and the chance to support a Canadian furniture brand

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Why We Need You:
The Article Customer Care team always strives to offer a remarkably better customer experience through a variety of channels, including phone, email, live chat, and more. This role is for you if you enjoy working independently while providing resolutions to our customers through authentic connections. As part of our team, you will significantly impact Article's brand by making every customer interaction a delightful one.
Why Article?
Customer obsession is one of our key values that we rely on time and time again. Our Customer Care team is one of the only departments that speak to our customers and therefore has valuable knowledge of what is important to our customers and what needs to be improved to better operate as a business. We always want to pursue remarkably better and come up with solutions that make life easier for our customers. Our customers are receptive to these efforts and we are exceptionally proud of how much value our Customer Care team adds to Article.
How the team works:
We are a collaborative team with over 30 full-time, part-time, and casual associates across Canada. Our Customer Care team works cross-functionally with different departments, including Logistics, eComm, Creative, and Product teams, to ensure a seamless experience for our customers. Delivering on this is integral to offering the highest standard of customer service.
We take a balanced approach when evaluating performance in order to provide our customers with the best customer experience, but also provide specific feedback on how you can grow. We believe in providing timely, honest, and thoughtful feedback. When you first start with us, you will work closely with your Customer Care Team Leader to make sure you're set up for success.
What You'll Do:

• Respond to customer inquiries via phone, chat, and email, with a customer-focused mindset
• Maintain an in-depth knowledge of Article products and programs to assist customers with product inquiries and style input
• Prioritize the customer experience by taking opportunities to build meaningful connections with our customers; adapt you approach according to customer needs and motivations
• Assist customers through the pre-purchase journey
• Assist customers with processing order changes, exchanges, replacements, and returns requests with a sense of urgency
• Collaborate with internal teams (Logistics, Quality etc.) to ensure quick and effective resolution of customer issues
• Participate in special projects, task teams, and perform other duties as required

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
• You're happy to switch between phone calls, emails, and live chats as required
• Customer-obsessed mindset with experience working in customer-facing roles, preferably with call center or sales experience
• You enjoy talking on the phone and are welcoming to our customers while looking to provide honest, kind and clear communication
• Confidently de-escalate escalated situations through active listening and solution-focused support.
• We are looking for someone who is comfortable rising to a challenge; you can handle change, quickly adapt to new information and procedures. There are opportunities to learn something new each day!
• Comfortable with accountability, quality and performance expectations
• 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)
• Excellent English written communication skills — you read your audience to determine the appropriate tone to use
• Legally able to work in Canada
• Flexible to work Canadian holidays
• Preference will be given to those with previous contact/ call centre experience
• Completion of criminal background check

#INDARTICLECC
Interview schedule:Video Screens with Talent Acquisition team: June 10-12, 2026
Video Group Interviews with Customer Care Leads: June 15 - 17, 2026
Hiring Decisions: June 19, 2026
First Day: July 6, 2026
Training Schedule: July 6, 2026 - July 24, 2026
Vacation Blackout Period: July 6, 2026 - August 17, 2026