Temporary Customer Experience Specialist

SVP Worldwide•Nashville, TN

1d•Hybrid

About The Position

SVP Worldwide is the world’s largest consumer sewing machine company, home to brands like SINGER®, HUSQVARNA® VIKING®, PFAFF®, and CREATIVATE™. Our purpose is to create, elevate, and celebrate sewists globally. We are seeking a Customer Experience Specialist to deliver high-quality customer support across multiple channels, addressing needs from pre-purchase guidance to post-purchase inquiries and troubleshooting. This role requires managing multiple interactions, applying product and process knowledge, and ensuring a positive customer experience. This is a temporary/contract role.

Requirements

3+ years’ experience in a customer support or technical support role
Proven expertise in sewing and crafting at an advanced level, preferably with SINGER®, HUSQVARNA® VIKING®, PFAFF®, and CREATIVATE® is a plus
Experience with root cause analysis and identifying long-term solutions
Excellent verbal and written communication skills, with the ability to explain technical concepts to both technical and non-technical audiences
Experience with contact center platforms such as Gorgias, Shopify, MS office Suites, SharePoint, etc.
Advanced customer service and relationship-building skills, with a focus on delivering a premium, personalized customer experience.
Strong technical troubleshooting skills with the ability to diagnose and resolve complex product and service issues.
Excellent verbal and written communication skills across multiple channels (phone, email, chat, SMS), including the ability to translate technical information for non-technical audiences.
Proficiency in CRM and contact center platforms (e.g., Gorgias, Shopify), as well as Microsoft Office Suite and SharePoint.
Ability to effectively communicate; excellent written and verbal communication skills.
Effective organizational skills with attention to detail.
Ability to work in a fast-paced environment and adapt quickly to change; demonstrates learning agility.
Proven ability to work independently and collaboratively within a high performing team.
Willingness to develop, is self-aware, and open to feedback.

Nice To Haves

Proven expertise in sewing and crafting at an advanced level, preferably with SINGER®, HUSQVARNA® VIKING®, PFAFF®, and CREATIVATE®

Responsibilities

Deliver high-quality, end-to-end customer support by building trusted relationships and guiding customers throughout the full customer journey to drive long‑term engagement and loyalty.
Manage and resolve customer inquiries across multiple communication channels related to product purchasing, usage, and support needs.
Provide proactive recommendations and guidance to enhance customer satisfaction and prevent recurring issues.
Diagnose and resolve complex technical issues through advanced troubleshooting, ensuring timely and effective resolution.
Collaborate with internal service technicians, engineering, and product development teams to address escalated or critical customer issues.
Coordinate with third-party repair centers and customers to manage warranty repairs, replacements, and service outcomes in accordance with established policies.
Create, maintain, and update detailed case documentation within CRM or ticketing systems to ensure accurate tracking, knowledge capture, and resolution transparency.
Ensure adherence to service standards, response time objectives, and documentation requirements.
Develop and maintain knowledge base articles, troubleshooting guides, and training materials for internal teams and end consumers.
Maintain deep product knowledge and deliver cross departmental training to support consistent and accurate customer communications.
Monitor, analyze, and report trends related to customer inquiries, product performance, and service issues, escalating insights and recommendations to leadership.
Identify opportunities to improve customer support processes, tools, and workflows based on data and customer feedback.
Participate in cross functional projects and initiatives to enhance operational efficiency, service scalability, and overall customer experience.