Customer Care Specialist

Role Overview:

We’re looking for a motivated and coachable Customer Care Specialist to support customer and merchant needs across support channels. You’ll deliver clear, accurate resolutions on day-to-day inquiries while building strong technical habits and learning how to operate confidently in a fast-moving environment.

You’re calm under pressure, solution-oriented, and eager to learn, with strong time management and communication skills.

You’re naturally curious and resourceful, and you bring a mindset of continuous improvement - questioning the status quo and helping us level up how we support customers and merchants as we grow.

Ongoing Responsibilities:

As a Customer Care Specialist at Elective, you'll play a central role in delivering world-class service while building the systems that make it scalable.

• Respond to customer and merchant inquiries across support channels, ensuring timely and accurate outcomes.
• Resolve common product, account, and billing questions using established workflows and Knowledge Base guidance.
• Manage collections-related inquiries and outreach, using empathy and clear communication to help customers resolve overdue accounts.
• Troubleshoot effectively by gathering details, testing known fixes, documenting what you tried, and escalating when appropriate.
• Escalate complex, sensitive, or out-of-scope cases with clear notes and context so a Senior Specialist can take over quickly.
• Reduce customer effort by proactively gathering key information upfront, clarifying the real issue, and setting clear next steps.
• Contribute to our Knowledge Base by flagging gaps, improving existing articles, and drafting new help content and internal runbooks based on real ticket patterns.
• Share feedback on repeat issues and customer friction with the team to inform improvements to workflows, tooling, and documentation.
• Support a culture of continuous improvement by bringing forward ideas that help us level up how we support customers and merchants as we grow.

About You

• Strong written and verbal communicator with the ability to handle customer concerns with clarity, empathy, and professionalism.
• Solution-oriented and resourceful, with a natural troubleshooting mindset and comfort asking great questions when you’re stuck.
• Calm under pressure with strong time management, able to stay organized while juggling multiple tickets and priorities.
• Coachability and learning speed, with a demonstrated ability to take feedback and improve quickly.
• Comfort working in software tools and learning new systems in a fast-paced environment.
• Interest in building and improving processes, documentation, and customer experience as the company scales.

Bonus Points

• Minimum 1 year of customer service experience. We can teach the technology, but you must bring the service mindset.
• Experience with support tools like Zendesk, Intercom, or similar platforms.
• Prior experience in a venture-backed or early-stage startup.
• Familiar with Zendesk, Notion, Slack, and Linear.

Why Elective?

• Strong Traction: Our rapid growth means your work will directly impact thousands of customers, driving our continued success.
• Impact: You will get to shape the culture of Elective. “The early team you build is the company you build.” Your impact will be immediate and lasting.
• Competitive Compensation: we reward exceptional work and want to attract the best talent.
• Laptop & Equipment: We’ll make sure you’re set up for success with a company-owned laptop and relevant accessories.
• Learning & Development Stipend: An annual $1,000 Learning & Development budget for courses, books, conferences, seminars, and more.
• Extended Health Care Benefits: Comprehensive benefits including health, vision, and dental coverage for you and an additional wellness spending account.

This is a hybrid, full-time role based in our downtown Vancouver office. You will be required to work on-site three days per week.

Elective is committed to paying our team members fairly, clearly, and above all, paying for growth. The estimated salary range for this role is $55,000 to $65,000. Your specific salary will be determined based on your job-related skills, knowledge, experience, and our internal assessment. It is possible to join Elective at a salary above or below this range and this range does not include any discretionary bonuses or benefits. At Elective, we pay for growth, which means that you’ll continue to have conversations about your career development with your manager and see your compensation grow over time as you build an amazing career with us.