Customer Experience & Product Support Specialist

About the role

Our client is looking for an empathetic Customer Experience & Product Support Specialist to deliver high-touch, consultative assistance across phone, email and live-chat channels. You will guide shoppers through mattress options, explain adjustable-firmness technology, and support existing owners with troubleshooting, warranty claims and order tracking.

Key responsibilities

• Respond to inbound customer inquiries via phone, email and live chat, acting as a trusted advisor on product features, sizing and financing.
• Ask diagnostic questions to uncover sleep preferences and ergonomic needs, providing personalized recommendations.
• Assist customers with order tracking, product assembly guidance, technical troubleshooting, replacement parts and warranty processing.
• Document all interactions, inquiry statuses and follow-up actions accurately in HubSpot CRM.
• Own each case from initial contact through resolution, coordinating with operations and fulfillment teams as needed.
• Share recurring feedback, objections and service insights with management to improve processes.
• Meet individual and team metrics for response time, CSAT and follow-up thoroughness.

Required profile

• Proven experience in customer service, helpdesk or consultative support, preferably in e-commerce, home goods or high-consideration consumer products.
• Exceptional verbal and written English communication with an engaging, active-listening style.
• Strong de-escalation and problem-solving abilities, especially for technical product issues and warranty support.
• Hands-on experience with modern e-commerce support tools and CRM platforms.

Required skills

• HubSpot CRM

What we offer

• Permanent work from home
• Immediate hiring
• Health insurance coverage for eligible locations