Customer Care Associate

About Carewell: Carewell is a trusted family-centered e-commerce platform dedicated to supporting family caregivers. Guided by our core company value of putting people first, we deliver high-quality health products, medical guidance, and customer support ecosystems. Carewell transforms how families access home health care resources, acting as an empathetic advocate for caregivers managing the journey of looking after their loved ones.

Position Overview

We are seeking a solution-oriented, empathetic Customer Care Associate to act as a dedicated caregiver advocate within our high-volume support infrastructure. Operating entirely remotely within Alberta, you will spend the bulk of your day engaging in high-quality phone conversations with customers. You will assist caregivers with order placement, returns, and website navigation while recommending products that best serve their interests. This role requires an excellent phone voice, strong typing skills, and the resilience to hit strict performance metrics while defusing challenging scenarios with kindness and positivity.

Key Responsibilities

• Caregiver Advocacy Support: Handle high-volume inbound phone channels, guiding customers through order placement, reorders, product selection, and returns processes.
• Performance SLA Maintenance: Maintain strict operational metrics including a Customer Satisfaction (CSAT) average of 4.5+, a Quality Assurance score of 80%+, and an Average Handle Time (AHT) of 6.2 minutes or less.
• Autoship Revenue Conversions: Drive programmatic cross-selling and recurring subscription goals, maintaining an active Autoship pitch rate average of at least 80%.
• Active Tension De-escalation: Apply active listening and consultative communication techniques to clarify product tracking details and defuse anxiety or tension for upset customers.
• System & Script Navigation: Utilize care center databases, internal customer scripts, and ticketing tools accurately to maintain data tracking standards.

Required Skills & Qualifications

• 1–2 years of verified professional history operating within customer care or service-related contact center industries.
• Exceptional verbal communication mechanics, an open-minded response to coaching feedback, and a highly professional phone voice.
• Strong computer literacy accompanied by fast, accurate typing capabilities.
• Location Context: 100% remote-first operational infrastructure open exclusively to qualified professionals permanently residing inside Alberta, Canada.
• Technical Workspace Requirements: Reliable access to a private, secure, and completely quiet workspace, backed by a high-speed internet pipeline carrying a minimum download speed of 10 Mbps per user.
• Legal Prerequisite: Clear structural authorization to work in Canada; this position is entirely ineligible for visa or immigration sponsorship.
• Training Availability: Complete availability to attend and graduate from a mandatory 2-week training sequence running Monday–Friday, 9:00 AM–6:00 PM EST, from June 22 to July 3, 2026.

Preferred Strategic Indicators (Nice to Have)

• Prior clinical or professional care history inside healthcare sectors, operating as a Personal Support Worker (PSW), Certified Nursing Assistant (CNA), Patient Care Worker (PCW), or Nurse.
• Experience navigating rapid, high-volume inbound contact center architectures.

What We Offer

• Targeted Base Pay: CAD $15.00 per hour.
• The ability to execute your responsibilities 100% remotely within the province of Alberta.
• Protected paid vacation tracks paired with structured holiday pay and premium pay allowances for working on active company holidays.
• Post-training shift availability patterns including Saturday–Wednesday (9am–6pm EST), Sunday–Thursday (9am–6pm EST), or mid-day blocks.