Customer Care Associate (Casual) | $23.50/hour

Article•Vancouver, BC

3d•Remote

About The Position

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. This role is open to candidates across Canada and is remote, based in Canada. The Customer Care Centre is open Monday-Friday 6:00 am - 7:00 pm PST/ 9:00 am - 10:00 pm EST and Saturday-Sunday 7:00 am - 7:00 pm PST/ 10:00 am - 10:00 pm EST. The 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. Weekend availability is required, with team members scheduled to work every weekend. Flexibility within stated availability is essential and required. This role requires consistent availability and is not suited to candidates seeking ad-hoc or occasional scheduling. New hires will complete three weeks of full-time training, 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. For the first 6 weeks, there is a holiday blackout period. Once past this training time, availability can be increased or decreased monthly. CCA Particles are remote and provided with a laptop, monitor, mouse, keyboard, and headset. Benefits include a 45% discount on products (15% for friends and family), competitive hourly pay of $23.50 per hour + 4% vacation pay, and ongoing training opportunities.

Requirements

High level of empowerment to solve challenging, meaningful customer problems
Love solving problems
Customer-obsessed attitude
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
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
Comfortable rising to a challenge; can handle change, quickly adapt to new information and procedures
Comfortable with accountability, quality and performance expectations
Tech-savvy, and can quickly shift between multiple software applications (Slack, G Suite, internal technology)
Stable internet connection with a minimum speed of 30 Mbps (ideally 50+ Mbps)
Excellent English written communication skills
Legally able to work in Canada
Flexible to work Canadian holidays
Completion of criminal background check

Nice To Haves

Previous contact/call centre experience

Responsibilities

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 your 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