Customer Care Herd Member (Remote )

Location: Remote

Pay Range: $19.00/hour (based on experience)

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Join the Purple Cow Herd!

Join the Purple Cow Herd! At Purple Cow, we believe that exceptional customer service isn’t just about meeting targets—it’s about how we do it. We’re a proactive, scrappy, and resourceful team that fights for every customer, solving issues before they even realize there’s a problem.

Oh, and did we mention? We’re 100% remote—so you can work from the comfort of your own pasture !

Our Core Values: We Fight for Every Customer – We go the extra mile, making sure customers feel valued and supported. Scrappy & Resourceful – We don’t wait for solutions—we find them, rapid. Let’s Go! – We take initiative, embrace challenges, and move with purpose.

If these values resonate with you, you might just be the perfect fit for our herd!

About the Role As a Customer Care Herd Member, you’ll be the first point of contact for our customers via phone, SMS, and email. Your job? Deliver efficient, proactive, and customer-focused support while ensuring each interaction is handled with care and professionalism.

Success in this role is measured by:

- The What: KPIs like resolution time, sentiment scores, and quality standards.
- The How: Your ability to engage with care, empathy, and professionalism—anticipating customer needs before they even ask.

If you love solving problems before they happen and creating an exceptional experience for customers, you’ll fit right in.

What You’ll Do:

- Handle customer inquiries with professionalism and accuracy via phone, SMS, and email.
- Proactively identify and solve issues before they escalate.
- Troubleshoot Level 1 and some Level 2 technical issues, including internet connectivity, Wi-Fi performance, device compatibility, and account-related concerns.
- Diagnose issues by asking effective probing questions, isolating root causes, and guiding customers through step-by-step solutions.
- Interpret modem/router status lights, error messages, and basic network configurations to identify service disruptions.
- Escalate complex issues with clear, well-documented notes that enable fast resolution by technical teams.




- Educate customers on basic self-service troubleshooting and best practices to prevent repeat issues.
- Meet key performance targets (service levels, resolution time, sentiment scores).
- Engage customers using our 4A’s approach—Acknowledge, Appreciate, Affirm, and Assure.
- Ensure accuracy by verifying account details and past interactions.
- Collaborate with the team to share insights and improve processes.
- Be accountable & reliable—your herd counts on you!

What You Need to Succeed:

- Customer-Centric Mindset – You love helping people and take pride in delivering a great experience.
- Strong Communication Skills – Confident, clear, and professional in both verbal and written interactions.
- Proactive Problem-Solving – You don’t wait for issues—you anticipate and prevent them.
- Technical Aptitude & Troubleshooting Skills – You can confidently diagnose and resolve common internet and connectivity issues using structured problem-solving. You understand how to isolate variables, test solutions, and explain technical concepts in simple terms.
- Systems Navigation – Comfortable working across multiple platforms (CRM, ticketing systems, internal tools) while documenting accurately in real time.
- Critical Thinking – Able to assess incomplete or conflicting information and make sound decisions quickly.
- Attention to Detail – You catch the little things that make a big difference.
- Self-Awareness & Ownership – You stay cool under pressure and focus on solutions, not frustrations.
- Growth Mindset – You take feedback seriously and use it to improve.

Bonus Points If You Have:

- 3-5 years of experience in customer care or call center roles.
- Experience with AI-driven sentiment tracking or CRM systems.
- Experience supporting ISP, telecom, or technical products.
- Familiarity with routers, modems, Wi-Fi networks, and basic networking concepts (IP addresses, signal strength, etc.).




- Experience with ticketing systems and incident documentation.
- Ability to follow and improve troubleshooting workflows or SOPs.
- Knowledge of Nova Scotia geography (trust us, it helps!).

What You Need to Work From Home:

- A reliable PC or laptop (tablets & Chromebooks won’t cut it).
- Fast & stable internet (minimum 100 Mbps download / 10 Mbps upload).
- A quiet, private workspace—customer privacy is non-negotiable.
- A noise-canceling headset for explicit communication.
- A webcam for team meetings (don’t worry, we won’t judge if you’re in a cow-print onesie).
- Fluent English skills—both spoken and written.
- Employee Perk: Get 50% off our internet packages if you live in our service areas!

Why Join Purple Cow? Best-in-Class Company – We don’t do average. We set the gold standard in customer service. Supportive Culture – We provide training, coaching, and regular 1:1s to help you succeed. Career Growth – We love promoting from within! Proactive Environment – We solve problems before they happen. Recognition & Rewards – Hard work never goes unnoticed. Earn “Over the Moon” status for going above and beyond!

Ready to Join the Herd? Apply Today!

Company Profile Founded in 2019 by two Nova Scotians, Purple Cow Internet offers amazing internet and exceptional customer service for only $60 per month. We go above and beyond to make sure the customer has a great experience and nothing can highlight this more than our 4.8 star rating on Google. We actively take the feedback our customers give and we are always improving.

For more information please visit: Our website: https://www.purplecowinternet.com/ Our LinkedIn page: https://www.linkedin.com/company/purple-cow-internet/?originalSubdomain=ca

Our Commitments Purple Cow Internet is an equal opportunity employer. We are committed to inclusive, barrier-free recruitment and selection processes, including our work environment.

Accommodations are available upon request for candidates taking part in all aspects of the selection process. Please inform us within your application if you require any accommodations and every effort will be made to meet your needs.

Job Types: Full-time, Part-time

Pay: From $19.00 per hour

Work Location: Remote

📌 Customer Care Herd Member (Remote ) (Canada)
🏢 Purple Cow Internet 3
📍 Canada