Customer Care Supervisor; Floor Lead

Overview

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.

Department: Customer Care

Location: Vancouver

Compensation: $73,000 - $80,000 / year

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!

For 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.

• The 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.

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.

• 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).

Wealth:

• The salary range is $73,000 to…