Customer Care Associate - CX & Healthcare Skills

This is an entry-to-mid-level customer service role suited for professionals building foundational skills in customer experience (CX), healthcare-adjacent support, and contact center operations
.

Compensation check: At CAD $15/hour, this sits near Alberta's minimum wage (CAD $15/hr as of 2023). It is on the lower end for experienced customer care professionals in Canada, where similar roles in regulated industries often pay CAD $18–$22/hour. The lack of benefits beyond vacation and holiday pay is a notable gap for full-time work.

Culture signals: The language around "caregiver advocacy" and "putting people first" suggests a mission-driven, likely small-to-mid-size company in the health/wellness e-commerce space. Structured training and clear KPIs indicate some operational maturity.

Green flags: Clear metrics, structured onboarding, mission-driven work.
Red flags: Low compensation, no mention of benefits (health, dental), and strict performance thresholds from day one. This role is a solid first step in CX, but likely not a long-term fit without a clear promotion path.

As a Customer Care Associate, you will be responsible for providing top-tier service to help and support family caregivers, while remaining loyal to our top company value:
Putting people first
. You will use your strong service aptitude, attention to detail, and problem-solving ability to be a caregiver advocate. You will spend the bulk of your work day on the phone with customers, taking care of their needs and supporting them through their journey as a caregiver.

• Help, support, and care for our customers through quality conversations and customer service experiences
• Answer phones and assist customers with order placement, reorders, product questions and guidance, returns, and website navigation
• Ensure every customer feels valued and supported
• Build customer relationships based on trust, kindness, and reliability
• Recommend products that best serve our customers' interests
• Practice active listening, clarify information, and diffuse tension for upset customers
• Participate in ongoing training and learning opportunities
• Utilize software, databases, scripts, and tools appropriately
• Adhere to all company policies and procedures

• Customer Satisfaction (CSAT):
  Average of at least 4.5
• Autoship & Cross-Sell Pitch Rate:
  Average of at least 80%
• Average Handle Time (AHT): 6.2 minutes or less
• Q.A. Score:
  Average of at least 80%

• Must be located in Alberta, Canada
• 1–2 years of experience in customer care, patient care, or another service-related industry directly serving customers
• Proven history of strong service attitude (volunteer experience, passion projects, etc.)
• Exceptional resolution skills including empathy, active listening, ownership, first-contact resolution (FCR), written/verbal communication, and a professional phone voice
• Proficiency with computer skills, strong typing skills, and experience multitasking
• Reliable access to a private, secure, quiet workspace
• Reliable high-speed internet with a minimum download speed of 10 Mbps per person connected
• Must be legally authorized to work in Canada — we are unable to sponsor or take over sponsorship of an employment visa
• Ability to complete a 2-week training program:
  Monday–Friday, 9am–6pm EST, December 7th–18th

The ideal candidate has a passion for helping others. We want our Customer Care Associates to be caregiver advocates — empathetic, solution-oriented, and comfortable asking sensitive questions and defusing challenging situations. You communicate from a place of empathy and kindness, give and receive feedback openly, see problems as opportunities to grow, and look for ways to enhance processes to…