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 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
Want to learn more from the people doing the job? Click this Link
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.
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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
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.
Must-Have & Qualifications:
- Experience working in customer-facing roles, preferably with call center or sales experience.
- Background in managing omnichannel support across voice, chat, and email channels.
- Excellent English written communication skills with the ability to read your audience and determine the appropriate tone.
- Currently based in Canada.
- Legally able to work in Canada (up to full-time hours year-round; no student visas).
- Completion of a criminal background check.
Customer Experience & Mindset:
- A customer-obsessed attitude and a genuine love for solving complex problems.
- Warm, welcoming, and enjoys talking on the phone while providing honest, kind, and clear communication.
- Confidently de-escalates tense situations through active listening and solution-focused support.
Adaptability & Performance:
- Comfortable rising to a challenge, handling frequent change, and quickly adapting to new information and procedures.
- High level of comfort with accountability, quality standards, and performance expectations.
- Flexible to work Canadian holidays.
Technical Skills & Requirements:
- Tech-savvy and able to quickly shift between multiple software applications seamlessly.
- Experience using, or ability to quickly learn, Slack, G Suite, and internal technology (ERP/CRM systems).
- A stable home internet connection with a minimum speed of 30 Mbps (ideally 50+ Mbps).
#INDARTICLECC
Video Screens with Talent Acquisition team:
Video Group Interviews with Customer Care Leads:
Hiring Decisions:
First Day:
Training Schedule:
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July 6, 2026 - July 24, 2026
Vacation Blackout Period:
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July 6, 2026 - August 17, 2026
Hi there, we’re Article.
Since 2013, we’ve been redefining the furniture industry one sofa at a time.
Where we’re based:
- HQ: Vancouver, BC
- Asia HQ: Ho Chi Minh City, Vietnam
- Fulfillment centres: Calgary, Jacksonville, Richmond, & Patterson
- Retail Stores: Vancouver (open), San Francisco, Bellevue & Toronto (opening soon), with more locations opening in 2027.
Artificial Intelligence (AI) in Hiring:
At Article, we value authenticity and transparency in our hiring process. We want to get to know the real you, not an AI-generated version. Here are some guidelines around Artificial Intelligence in Hiring and what we expect from you.
From us, you can expect that humans make hiring decisions.
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 made on a case-by-case basis, 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
Be Aware of Scam Jobs/ Recruitment Fraud:
Click here for more information on
Scam Jobs.
If you receive a suspicious message or job offer claiming to be from Article, please do not engage. Forward the message to
[email protected] so we can investigate.
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:
Reasonable accommodations are related to a disability or another protected characteristic. Applicants can also request accommodation at any stage of the recruitment process by notifying the hiring team or emailing
[email protected]. This email is dedicated to accommodation requests only—non-related messages will not receive a response.
