Customer Experience Advisor, Tier I

Sun Home Saunas

1d • Remote

About The Position

We are seeking a Customer Experience Advisor that will serve as a subject matter expert for pre-purchase inquiries and post-purchase order management for all Sun Home products, including saunas and cold plunge systems. You’ll handle escalated customer issues, troubleshoot complex logistical issues, and bring all issues to timely and satisfactory resolution. You’ll collaborate closely with Technical Support, Product, Operations, and Sales, helping to ensure all customers receive fast, knowledgeable, and empathetic support — true to our brand standards. This position will work remotely. Operating days are Monday-Friday and occasional weekend work is required to support peak periods. This is a full time, non-exempt role.

Requirements

• 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

Responsibilities

• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed