Customer Care Supervisor

OverviewHi there, we’re Article. Since 2013, we have been redefining the furniture industry one sofa at a time, it’s not easy — it requires solving challenging, meaningful problems. This is where you come in, as a Floor Supervisor Team Leader. You’ll be responsible for leading, coaching, and developing a team of Floor Supervisors to deliver exceptional customer experiences. This role partners closely with the Customer Care Assistant Manager to drive team performance, engagement, and continuous improvement while ensuring service level excellence and adherence to Customer Care standards.Department and LocationDepartment: Customer CareLocation: VancouverCompensationCompensation: $73,000 - $80,000 / yearWhy We Need YouOur team is looking for an amazing Customer Care Team Leader to head a team of passionate Customer Care Associates in delivering exemplary service. Providing exceptional Customer Service is one of the keys to our continued success and sales growth. As we continue to build high-performing teams and drive improvements, we need someone who excels at leading and coaching others. If you enjoy working on a team, interacting closely with other departmental leaders, and are passionate about helping others, we want to hear from youHow the team worksFor the right employee, not located in the Lower Mainland, BC, we are open to this role being fully remote. If you are in the Lower Mainland, you are required to be in HQ three days per week.Please note to ignore the sidebar that categorizes the role as a "hybrid". The system we use does not allow for multiple selections in the "Workplace Type" category.About the teamThe Customer Care Team is around 50 Particles and all across Canada.The shift for leads is 9:00 am - 5:00 pm PST/12:00 pm - 8:00 pm EST. Weekend coverage will be on a rotation basis (typically once a month per lead).You will have up to 7 reports.What You’ll DoYou’ll lead a team of 6 Floor Supervisors and 1 Product Specialist, responsible for customer inquiries, escalations, and product support across multiple service channels.Lead and execute team strategy aligned with Customer Care goals, including team structure, performance management, engagement, and morale.Oversee daily operations for a team of up to 12+ Floor Supervisors, providing coaching, mentoring, scheduling support, and service level management across phone, chat, and email.Act as a key advisor to the Customer Care Assistant Manager on Floor Supervisor performance, development, and operational needs.Manage real-time operations by prioritizing work, monitoring service levels, and supporting escalations to ensure high customer satisfaction.Lead effective team meetings that drive engagement, accountability, and continuous improvement.Partner cross-functionally (Logistics, Operations, QA, Retail) to identify and implement process improvements that enhance the customer experience.Ensure Customer Care SOPs are followed; support the development and rollout of new standards and best practices.Monitor quality and performance metrics, conduct CSAT reviews, and provide insights through regular reporting and leadership calibration sessions.Support recruiting, onboarding, training, and ongoing development of Customer Care team members.Recognize and motivate team members while providing timely feedback, performance reviews, and coaching.Participate in RTA support, Floor Supervisor coverage, and Weekend Manager on Duty rotations as needed.Who You Are3+ years of leadership experience in a customer care environment (Call Center).Proven ability to lead, coach, and develop high-performing teams.Strong communication skills (written, verbal, and interpersonal).Ability to multitask, prioritize, and meet performance targets in a fast-paced environment.Customer-first mindset with strong problem-solving and decision-making skills.Results-driven with excellent organizational and time management skills.Experience collaborating cross-functionally or supporting project-based initiatives.Proficiency with Google Workspace (Gmail, Docs, Sheets).Experience using or supporting CRM tools (preferred).Perks & BenefitsWealth:The salary range is $73,000 to $80,000. The starting salary will be determined by your transferable skills, knowledge, work experience, and the hiring team’s budget, which is based on business needs, market compensation data, and internal equity4% RRSP matched contributions through WealthsimpleLife:15 days of vacation*6 well-being (sick) days1 extra day off (Inclusion and Diversity Day)Hybrid work: 3 days a week in the officeWork remotely (anywhere in the world) for up to 3 weeksTotal Health:Excellent extended health and dental benefits packages$1000 health/lifestyle spending account* for your total physical and mental well-beingTELUS Health AppMental Health Assistance/CounsellingVirtual medical appointmentsOffice Space:If you're working from the Article Headquarters, it is a converted warehouse, with an open, accessible layout and no offices (even for our founders)Work from your desk, an Article sofa, collaboration spaces, or a private meeting roomStand-up desks can be requested tooOur kitchens are stocked with salty, sweet and healthy snacks, & all the premium coffees and teas to keep you buzzingPickleball, badminton, and table tennis matches happen, from very competitive to very casualOn-site fitness equipment with showers and towel serviceA dog-friendly office - well-socialized pups are welcomeGetting here:Free street parking (first come, first serve; no reserved spots for senior leaders)Indoor secure bike storage with change rooms and showers20-minute walk to either Main Street- Science World or VCC Clark Skytrain stationsExtra:45% discount on our entire product range (15% for friends and family)*Prorated#INDARTICLEArtificial 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-VerifyBe 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 careers@article.com 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 ta.accommodation@article.com. This email is dedicated to accommodation requests only—non-related messages will not receive a response. #J-18808-Ljbffr