Frequently Asked Questions (FAQ)

5CA is a customer experience partner with a global talent network spread across five continents and a home office in Utrecht, The Netherlands.

We believe all customers can be brand ambassadors.

Through our unique talent, data-driven insights, and cutting-edge tech solutions, we reimagine customer support services and transform them into global brand experiences.

5CA provides flexible, data-driven outsourced customer support solutions in any language, any skill, anywhere. We have 15+ years of experience working from home and combining human talent with cloud-based technology.

Curious? Learn more on our main site.

Our offices are in the homes of all of our work-from-home agents.

You can find our HQ at:
Stationsstraat 154, 3511 EK
Utrecht, the Netherlands

You can find all available job openings on our jobs page.

The bulk of our open positions is for Support Agents. Support Agents are on the frontline, helping our clients’ customers every day.

All other positions are Staff Positions, from a Team Lead in our Ops Department to a Data Engineer or an HR Administrator. You can find Staff positions at careers.5ca.com

Most Support Agent positions are full-time, but we open part-time jobs occasionally.

On the Support Agent application form, you’ll find a field where you can enter your available hours.

Please note: it may take longer to find a part-time position than a full-time one.

We do not have an active internship program at the moment.

You need to be at least 18 years of age to be eligible to work at 5CA.

If you’d like to work with us, check out our open jobs on our jobs page.

Once you’ve found a job you’re interested in, open the job, click “Apply for this job”, and follow the instructions.

Yes, absolutely! If you don’t see a job suitable for your skills, send us an open application here.

We’ll take you as far into the recruitment process as possible, then reach out to you once a suitable position opens up.

We’re always looking for people with new and unique skills.

To find out whether there’s a place for you, check the description for the job you’re interested in on our jobs page.

The recruitment process for active job openings can take 2-3 weeks.

The length of time varies depending on how many applications we receive and how quickly candidates respond to our recruitment emails. You’ll usually have a response within a week of your application or assessment.

For open applications, we’ll add your application to the 5CA talent pool and consider you when an active position becomes available.

The 5CA recruitment process consists of five simple steps*:

1. Application
2. Skills assessment
3. Interviews
4. Language assessment(s)
5. Offer

*Some positions — such as in cases with specific language requirements — may include the steps in a different order or require an additional step.

After applying, you’ll receive an email from noreply@5CA.com with the subject line 5CA Application. Please read the email carefully. The link to take your assessments will be the second link in the second email you receive.

If you didn’t receive this email, please check your Spam or Junk inbox or Promotions folder. If you still don’t see it, please reach out via the contact form.

Please note: If you applied for a Cantonese, French, German, Japanese, Korean, or Russian position, a recruiter will contact you to complete assessments if you passed the application screening phase. You will not receive an automated email with a link.

To ensure your assessments submit properly, please complete them from a laptop/PC and not your mobile phone.

Once you’ve started an assessment, do not exit the page. If you leave during an assessment, your account may be blocked.

If you took the assessments and received a rejection, you can only reapply after six months.

You may have blocked your assessment account due to logging in and out too many times. Please fill out the contact form so we can reset your assessment link.

If you receive this message, please clear your Cache and Cookies under your browser Settings. Then, log in and try again. 

If the issue persists, get in touch via the contact form.

Rates depend on your location and language skills, our client(s), and our open positions. Our recruiters will specify salaries during the recruitment process.

Our goal is to offer competitive market salaries in all locations. Please feel free to share your salary expectations on your application form.

Customer service positions operate 24/7. Your personal working days and hours depend on the shift coverage clients need (in terms of days) and your location and time zone.

Staff positions generally have schedules that run from Monday-Friday. However, these schedules can differ depending on whether a role in a specific team needs guaranteed availability. For example, if our Data team needs to update reports or the Tech team needs to keep things running smoothly.

Your recruiter will inform you of this in the job description or early in the application process. If you still have questions, feel free to apply and ask the recruiter directly.

Due to us hiring in many locations, salary depends on where you live.

We invite you to apply to discuss available payment methods with your recruiter.

Contracts depend on location and our open positions.

• Location: Freelance or Payroll
• Position: Hours (full-time or part-time*), Duration, and/or Payroll implementation (temporary, fixed term, indefinite)

Your recruiter will discuss these options with you during the recruitment process.

Staff positions are generally full-time unless the job description specifically states otherwise.

*Part-time positions may take longer to find than full-time ones

In most cases, 5CA cannot provide a visa/working permit documents.

As a Support Agent, you’ll usually support a single client. We have a massive list of brands that you’d love to support.

In some Support Agent positions, providing support for multiple clients at once is possible. Your recruiter will tell you more about this once you’ve passed your initial assessments.

For Staff Positions, it’s more complex. Reach out to a recruiter for more details once you’ve applied.

We commend entrepreneurial spirit. Unfortunately, we aren’t able to support this construction when hiring for contractor positions.

For freelancers, we work with a platform called GoLance. You can learn more about the platform and how it works on their website.

As a Support Agent, you’ll provide customer service and/or technical support via email, chat, and sometimes, by telephone in multiple languages.

5CA covers a variety of projects in video games, consumer electronics, and digital services. We list areas of support in the job description.

If you’re interested in video game support, apply for a Gaming Support Agent position.

If you’re more interested in technology or have no interest in video games, we suggest applying for a Customer Support Agent position.

Yes. All Support Agents will have an introduction day and training for projects before they start.

Training for Support Agents consists of face-to-face video calls and self-study/elearning. 5CA will provide all necessary training material. Initial training duration depends on the project but is usually between 3-10 working days.

Applicants for Staff Positions get more personal introductions to the team and relevant training on topics relating to their new job provided as needed.

Staff training is dependent on the complexity and familiarity with the required tools.

Yes. The initial training will be paid after your first month as a work-from-home Support Agent.

We appreciate your enthusiasm for working with us. Unfortunately, it isn’t easy to put a timeline on talent pool-to-work as we can never predict how quickly positions will open up.

We’ll secure and keep your information available for a maximum of one (1) year, which should provide enough time to find you a position.

Please keep in mind that we’ll usually find you a position far sooner than a year. 12 months is simply the maximum amount of time you’ll remain an active member of our Talent Pool.

Unfortunately, we don’t yet offer a training budget. However, our innovative Training department regularly provides new content to keep you up to speed.

If you feel a specific training is crucial to your job, you may discuss it with your manager.

Working from home has many benefits, including:

• Better job satisfaction
• Less-stress work environment
• Free time for your hobbies, family, and yourself
• Personalizing your home office the way you like it
• No wasted commute time
• Saving on travel expenses

In principle, we are open to applications from almost anywhere in the world, provided you meet a job’s requirements. In practice, we consider plenty of things when reviewing your application.

We take into account shifts and working hours for all positions. As a company, we aim to pay a fair wage while ensuring our people avoid working night shifts wherever possible.

If you’re based in a location we can’t receive applications from, you’ll see a notice in the application form letting you know if we can process your application further. If no such message is present, feel free to apply.
Either way, don’t be discouraged.

Our recruiters know which locations they can consider for open positions. If you performed well on your initial assessments, our recruiters will do their best to find a way to get you on board.

Our offices are in the homes of all of our work-from-home agents.

You can find our HQ at:
Stationsstraat 154, 3511 EK
Utrecht, the Netherlands.

Find out how to reach the office here.

Technical requirements for working from home are included in each job posting.

Unfortunately, we are not yet able to recruit candidates who use Linux.

Much of the software required to work at 5CA requires Windows or macOS.

If you’re having trouble with our application form, try to:

If you were trying to apply on a mobile device, please try again on a PC or laptop
Submit the application form in an incognito window to avoid issues with your cache or browser extensions
Submit your application form using a different browser (preferably also in an incognito window)
Submit your application form using another PC or laptop
Submit your application form through another internet connection (e.g., a tethered hotspot from your phone)

If none of these steps resolve your problem and the site continues to malfunction, contact us using our contact form.

Generally, it is better not to submit a second application.

If you’ve seen another position you’re interested in, inform your recruiter about the other role you’d like to be considered for.

If you’ve yet to contact your recruiter, you can reply to the confirmation email you received after your initial application. Please include if you would like to be considered for the second position.

The exception to this rule is your interest in agent positions and staff positions. In this case, you can apply to one customer support agent position and one staff position.

Judging whether an application has gone unanswered for too long can be difficult.

Our rule of thumb is for all prospective agents to receive word within seven working days whether their applications have been accepted or rejected. After that, the process depends on how quickly you can complete your assessments and requirements.

If, at any stage, you feel the process has taken too long, reach out via our contact form.

If you have a serious complaint or feel you can’t approach your recruiter about an issue with your recruitment process, please fill out the contact form. We’ll put you in contact with someone who can help.