Description

Hey, 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.

We're hiring 8, Lower Mainland (Greater Vancouver) British Columbia-based Casual Customer Care Associates to join us on March 24th, 2025.

Location: Remote (The comfort of your home), based within 70 Kilometers or under a 1.5-hour commute to our office located at 1010 Raymur Avenue, Vancouver, Canada.

Scheduling:
Start times vary between 9:00 am - 11:00 am PST.
All shifts will be 8 hours.
Availability is required on Friday, Saturday, Sunday, and Monday though scheduling on all four days will depend on overall availability. (Does not mean all days)
You will work one weekend day (Saturday or Sunday) each week, with some instances where both days may be required.
Schedules are provided approximately two weeks in advance on average.
An 11:00 am - 7:00 pm PST shift will be scheduled once every six weeks as part of a rotation.
Additional 11:00 am start times may be assigned outside of the rotation if needed to fill gaps.
From time to time, they may need to be available for shifts starting as early as 6:00 am PST Monday to Friday or 7:00 am PST on weekends when coverage is required.
Holiday Blackout: For the first 90 days in your role, you will not be able to book any time off.

Availability:

You will be working a minimum of 3 days per week and a maximum of 5 days per week (based on the demands of the business). Mandatory availability for Friday, Saturday, Sunday, and Monday.

Training Schedule: You'll be required to complete two weeks of full-time training that starts Monday (March 24th) and ends Friday (April 4th ) with daily hours of 8 am - 4 pm PST.
There will be 1-2 days of mandatory in-office days for product training

We provide you with: a laptop, second monitor, keyboard, mouse, and headset.

As a casual employee:
After your first two weeks of training, you'll be supporting weekend coverage (Friday, Saturday, Sunday, and Monday) plus available weekdays
More shifts are available based on your availability and the demands of the business
$22.50 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 are someone who loves solving problems.
Bringing in a customer-obsessed attitude.
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.
Be based in Lower Mainland (Greater Vancouver) British Columbia.
Preference will be given to those with previous contact/ call center experience.
Completion of criminal background check.

Interview schedule:

Phone screens with Talent Acquisition team: Monday 24th- Wednesday 26th
Video Interviews with Customer Care Leads: Feb 27th- March 3rd
Hiring Decisions by March 4th
Offers: March 5th
First Day: March 24th, 2025
Training Schedule: Monday- Friday 8 am - 4 pm PST
Vacation Blackout Period: First 90 days (3 months) of being in the role

About Article
Hi there, we're Article. Since 2013 we've been redefining the furniture industry one sofa at a time.
Vancouver, Canada is home to our HQ (and our first retail store)
Ho Chi Minh City, Vietnam is home to our Asia HQ
Our US and Canadian logistics network serves our customers coast to coast.

Criminal Background Checks:

Having a criminal record does not restrict your employment at Article. Criminal background checks are only conducted with your permission and after a conditional employment offer has been accepted.

The decision if a criminal record will restrict your employment will be done on a case by case decision, where we conduct an "individualized assessment"-a reasoned, evidence-based determination as to whether the applicant's past conviction has a direct and adverse relationship with the specific job duties of the position.

Work Authorization:

Unless otherwise stated, all open roles require legal authorization to work in the location where the job is based, without requiring VISA sponsorship.

For US based roles, Article participates in E-Verify

Equal Opportunity Statement:

At Article, we value and respect individuals for their different talents, skills, abilities, and unique contributions. Employment decisions are based on merit and business needs, and not on race, ethnic origin, color, religion, age, sex, sexual orientation, gender identity or expression, marital status, family status, disability, genetic characteristics, personal beliefs, or any other classification protected by federal, state, provincial, and local laws and ordinances.

Accommodations:

If an applicant requires an accommodation due to a disability or any other protected characteristic feel free to email or let the hiring team know at any stage of the recruitment process.

This email will only respond to accommodations, all non-related emails will be deleted.

Artificial Intelligence in Hiring:

All applications are carefully reviewed by humans. We do not use artificial intelligence or ranking algorithms in our hiring decisions.