Posted yesterday
Customer Care Associate, Remote, Ontario Canada
@ Carewell
Ontario
Overview
Carewell is hiring a full-time remote Customer Care Associate in Ontario to support family caregivers by phone with orders, product guidance, returns and website navigation. The role requires 1-2 years of customer or patient care experience, Canadian work authorization without sponsorship, and completion of a mandatory two-week training program in December. Pay is CAD $19.70 per hour with 10 days accrued vacation and holiday pay.
Pay:
$19.70 an hour
Responsibilities:
- Assist caregivers with orders, returns and product questions
- Recommend products that serve customer needs
- Calm and resolve tensions with upset customers
- Meet CSAT, cross-sell, handle time and QA targets
- Use software, databases and scripts
Requirements summary:
- 1-2 years customer or patient care experience
- Ontario residence and Canadian work authorization
- Strong empathy, active listening and communication
- Typing and multitasking skills
- Private quiet workspace and 10 Mbps high-speed internet
- Complete two-week training program
Tools & skills
Source and dates
Employer career site / ATS feed · workable
- Employer posting date
- 2026-11-09
- First seen by our source
- 2026-11-10
- Source record updated
- 2026-11-10
These dates describe the source record, not a live verification that the employer is still hiring. Check the original posting.
Job details
| Seniority | Entry level |
| Department | Customer service |
| Experience | 1+ years |
| Hours per week | 40 |
| Schedule | day, evening, holidays |
| Travel | air: none · ground: none |
| Work setting | Home |
| Position | Mostly sitting |
| Physical demands | physical low · computer high |
| Languages | English |
| Perks mentioned | Generous paid time off |
Summary and details written by AI from the posting; the employer’s posting is the authority.
Carewell
Saved company profile
Historical company information from a saved The Jobs API profile (LinkedIn/Crunchbase fields). It is not live-verified; figures may have changed. Missing values remain unknown.
Forbes "Top 100 Most Customer-Centric Companies" and one of Fast Co.'s "10 Most Innovative Companies in Retail"
Full company description
Whether you just had surgery, are caring for an aging spouse or parent, or just became a new parent, Carewell is an affordable and easy way to shop for home healthcare products to care for yourself or others. Carewell.com offers a wide selection of products across incontinence, nutrition, wound care, baby supplies and more with real-life educational information included to help you make the best decisions possible. Our customer care team includes experts and nurses available to answer all of your toughest questions, and fast shipping ensures you get your products when you need them most - without having to leave the comfort of your home.
- LinkedIn followers
- 6,688
- People associated on LinkedIn
- 391
- Reported office locations
- Remote-first, US
- Business categories
- E-Commerce
- Health Care
- Personal Care and Hygiene
- Nutrition
- Home Health Care
- Other recorded names
- Carewell
- Specialties
- e-commerce
- medical supplies
- caregivers
- and home health care
- Profile identifies a recruitment agency
- No
- Reported total investment
- 54,999,990
Currency and observation date were not supplied; this is not a current valuation or a funding round.
Whether you just had surgery, are caring for an aging spouse or parent, or just became a new parent, Carewell is an affordable and easy way to shop for home healthcare products to care for yourself or others. Carewell.com offers a wide selection of products across incontinence, nutrition, wound care, baby supplies and more with real-life educational information included to help you make the best decisions possible…
| Field | Value |
|---|---|
| Industry | Retail |
| Company size | 51-200 employees |
| Headquarters | Remote-first |
| Organization type | Privately Held |
| Year founded | 2017 |
| Specialties | e-commercemedical suppliescaregiversand home health care |
| Open jobs on Jobsy | 2 |
| View page |
The importance of hiring a Customer Care Associate
As a Customer Care Associate, you will be responsible for providing top-tier service in order 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.
What you’ll do:
- 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
Metrics:
- Customer Satisfaction (CSAT) Average of at least 4.5
- Autoship & Cross-Sell Pitch Rate Average of at least 80%
- Average Handle Time (AHT) of 6.2 minutes or less
- Q.A. Score Average of at least 80%
What you’ll need:
- Must be located in Ontario, Canada and authorized to work in Canada without employer sponsorship.
- 1-2 years experience in customer care, patient care, or other service-related industry directly taking care of customers
- Proven history of strong service attitude (volunteer experience, passion projects, etc)
- Exceptional Resolution Expert with service skills including; Empathy, Active Listening, Ownership, FCR, written/verbal communication skills, and a professional phone voice
- Proficiency with computer skills, strong typing skills, and experience in multitasking
- Reliable access to a private, secure, quiet workspace
- Reliable high-speed internet access with minimum download speed of 10 Mbps per person connected to the wireless internet
- Must be legally authorized to work in Canada. We are unable to sponsor or take over sponsorship of an employment Visa.
- Ability to complete and graduate from a 2-week training program: Monday-Friday, 9am-6pm EST, December 7th-18th.
The ideal candidate will have a passion for helping others. We want our Customer Care Associates to be caregiver advocates, empathetic, and solution-oriented. The ideal candidate is comfortable asking sensitive questions and defusing challenging situations, makes an effort to communicate from a place of empathy and kindness, and promotes happiness and positivity in every aspect of their life. You give and receive feedback often with an open mind, see problems as opportunities to learn and grow, and look for opportunities to enhance processes with the end goal of improving the customer experience. You enjoy working collaboratively with teammates, and you are resourceful while working independently.
Bonus points:
- Bilingual, fluent in both English and Spanish is highly desirable, but not required
- Experience working in healthcare (PSW, CNA, PCW, Nurse, etc.)
- Experience working in a high-volume contact center environment
Mandatory training:
- December 7th-18th
- Monday-Friday
- 9am-6pm EST
Available shifts after training:
- Monday - Friday, 9am-6pm EST
- Tuesday - Friday, 11am-8pm EST AND Saturday, 9am-6pm EST
- Sunday - Thursday, 9am-6pm EST
What we offer:
- CAD $19.70 per hour
- The ability to work 100% remotely
- 10 days accrued vacation
- Holiday pay, with premium pay for working on the holiday
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