Seasonal Customer Experience Advisor, Tier I

🔥 1 hour ago

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Sun Home

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2019

🧘 Wellness

🛍️ eCommerce

🔧 Hardware

Wellness • eCommerce • Hardware

Sun Home is a consumer-focused manufacturer and online retailer of sauna and heat-therapy products. The company designs and sells infrared and traditional saunas (including indoor and outdoor models), cold plunges, infrared blankets, red light therapy devices, and related accessories, marketed for wellness and endorsed by health practitioners and athletes. Its product messaging emphasizes full-spectrum and ultra-low EMF heating technology, high-quality materials, and online sales support (guides, manuals, customer service).

📋 Description

• Customer Experience Advisors serve as subject matter experts for pre-purchase inquiries and post-purchase order management for all Sun Home products • Handle escalated customer issues, troubleshoot complex logistical issues, and ensure timely and satisfactory resolution • Collaborate closely with Technical Support, Product, Operations, and Sales to ensure fast, knowledgeable, and empathetic customer support • Work remotely with operating days Monday-Friday and Tuesday-Saturday

🎯 Requirements

• Handle direct customer inquiries and/or escalated support tickets from Customer Service within one business day via Phone, Email, Chat, and SMS channels • Maintain clear case documentation in customer ticketing system, product logs, and project management tools • Collaborate with Product, Operations, and Sales teams on recurring issues • Contribute to internal training and knowledge base improvements • Identify process improvements and communicate to team manager • Skills • 1-2 years in customer service, hardware or wellness products strongly preferred • Excellent problem-solving and communication skills • Ability to multi-task across systems and documents while maintaining a professional composure to customers and partners • Ability to explain technical issues in brand-aligned language with customer experience top of mind • Strong written and verbal communication in English • Experience with CRM, helpdesk, website and work management tools (Gorgias, Shopify, and Clickup preferred) • Proficient in collaborative and organizational tools, such as Slack, Microsoft Office Suite, and Google Suite • Leads all actions with a customer-first, resolution mindset