Customer Care Team Leader (Supervisors)

Article; Vancouver; On-site; CAD 73,000 - 80,000; Full time

Benefits offered by this job

4% RRSP matched contributions

$1,000 health/lifestyle spending account

15 days of vacation

6 well-being days

Hybrid work schedule

45% product discount

Job summary

A leading furniture manufacturer is seeking a Floor Supervisor Team Leader in Vancouver. This role involves leading a team to provide exceptional customer service, overseeing operations, and implementing improvements. The ideal candidate will have significant leadership experience in customer care and strong communication skills. This position offers a salary range of $73,000 to $80,000, hybrid work arrangements, and various employee benefits including wellness programs, paid vacation, and a supportive work environment.

Qualifications

• 3+ years of leadership experience in a customer care environment.
• Proven ability to lead, coach, and develop high‑performing teams.
• Strong communication skills in multiple formats.

Responsibilities

• Lead a team of Floor Supervisors and a Product Specialist.
• Oversee daily operations and ensure customer satisfaction.
• Partner cross‑functionally to implement process improvements.

Skills

Leadership experience

Communication skills

Problem-solving skills

Multitasking

Coaching and mentoring

Tools

Google Workspace

CRM tools

Job description

Floor Supervisor Team Leader (Customer Care)

Join to apply for the Floor Supervisor Team Leader (Customer Care) role at Article.

Description

Hi 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.

Why We Need You

Our 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 you!

Why Article?

As an Article employee, you will have a high level of autonomy to solve challenging, meaningful problems the best way you can. That means you’re trusted to explore solutions you believe will work best (you’re the expert, after all). You’ll do all this while growing your skills within a company that is redefining the furniture industry.

How the Team Works

For employees 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.

About the Team

• The Customer Care Team is around 50 employees and is 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 Do

You’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 Are

• 3+ 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 & Benefits

Wealth

• 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 equity.
• 4% RRSP matched contributions through Wealthsimple.

Life

• 15 days of vacation*
• 6 well‑being (sick) days
• 1 extra day off (Inclusion and Diversity Day)
• Hybrid work: 3 days a week in the office
• Work remotely (anywhere in the world) for up to 3 weeks

Total Health

• Excellent extended health and dental benefits packages
• $1,000 health/lifestyle spending account* for your total physical and mental well‑being
• TELUS Health App
  • Mental Health Assistance/Counselling
  • Virtual medical appointments

Office 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 room
  • Stand‑up desks can be requested too
• Our kitchens are stocked with salty, sweet, and healthy snacks, & all the premium coffees and teas to keep you buzzing.
• Pickleball, badminton, and table tennis matches happen, from very competitive to very casual.
• On‑site fitness equipment with showers and towel service.
• A dog‑friendly office – well‑socialized pups are welcome.

Getting Here

• Free street parking (first come, first serve; no reserved spots for senior leaders).
• Indoor secure bike storage with change rooms and showers.
• 20‑minute walk to either Main Street‑Science World or VCC Clark Skytrain stations.

Extra

• 45% discount on our entire product range (15% for friends and family).

*Prorated.

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 will carefully review every application. We do not use artificial intelligence or ranking algorithms in our 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 [e-mail] 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 [e-mail]. This email is dedicated to accommodation requests only—non‑related messages will not receive a response.

Seniority level

Mid‑Senior level

Employment type

Full‑time

Job function

Sales and Business Development

Industries

Furniture and Home Furnishings Manufacturing

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