Customer Feedback Specialist

The Customer Feedback Specialist is responsible for providing best in class customer service to customers based on their submitted feedback through multiple channels. They will proactively reach out to dissatisfied customers to address their concerns and offer personalized resolutions to improve customer sentiment, loyalty, and retention. The specialist will review each dissatisfied customer experience, utilize various tools and resources to stay up to date on processes, and attend weekly meetings to share insights and drive continuous improvement in the customer experience. Additionally, they will serve as a brand ambassador for all company brands and products, with a focus on retention.

• Works with dissatisfied customers to resolve difficulties or complaints
• Proactively reaches out to dissatisfied customers via outbound phone calls and emails
• Offers customer-focused solutions and demonstrates attention, care, and follow-through
• Responds quickly and thoroughly to customer reviews and surveys
• Transforms negative experiences into positive ones by building trust and rapport
• Takes ownership of the customer's support experience and serves as their point of contact
• Reviews each dissatisfied customer experience and ensures internal notes are up to date
• Handles a high volume of customer dissatisfaction inquiries using various tools and resources
• Attends weekly video meetings and shares front line insights with team leadership
• Acts as a subject matter expert and brand ambassador for all brands and products
• Focuses on retention by creating opportunities and options for customers interested in canceling/returning orders

• Must have a quiet, dedicated workspace
• Must be available to work from 8am - 4:30pm PST, Monday-Friday, with potential weekend and holiday work
• Must be authorized to work within the United States
• Minimum of 2 years of customer support, retention, or escalation experience in a fast-paced direct to

• Competitive hourly rate of $18.70
• Remote work opportunity
• Quiet and dedicated workspace required
• Regular working hours from 8am to 4:30pm PST, Monday-Friday
• Possibility of working on weekends and holidays
• Opportunity to work with a fast-growing and profitable company
• Focus on quality materials, timeless style, and comfort
• House of brands including Nectar, DreamCloud, Awara, and Siena products
• Investment in new categories to broaden product offering
• Deep expertise in data science & analytics, performance marketing, and e-commerce technology
• Focus on building world-class teams in various departments
• Values of Excellence, Customer Love, Big Thinking, Inclusivity, and Forward Momentum
• Must reside and be authorized to work within the United States
• Opportunity to provide best-in-class customer service
• Daily outreach to dissatisfied customers to address their concerns
• Personalized resolutions to improve customer sentiment, loyalty, and retention
• Repairing customer relationships and serving as their point of contact
• Reviewing customer experiences and ensuring up-to-date internal notes
• Handling a high volume of customer dissatisfaction inquiries
• Attending weekly video meetings and sharing insights with team leadership
• Subject matter expert and brand ambassador for all brands and products
• Focus on retention and creating opportunities for customers interested in canceling/returning orders
• Minimum of 2 years of customer support, retention, or escalation experience
• Excellent written and spoken English
• Ability to recognize and understand customer sentiment
• Strong resolution and positive redirection skills
• Highly detail-oriented with excellent documentation skills
• Ability to think critically and creatively to resolve customer issues
• Ability to troubleshoot and problem solve independently
• Accountability and consistency in representing the company professionally
• Curiosity and ability to collect insights from customers
• Motivation to close communication gaps and provide meaningful feedback
• Ability to meet SLAs and performance goals for metrics and KPIs
• Comfortable and familiar with remote work and being a self-starter
• Upbeat, professional, and respectful approach to customers and coworkers
• Experience/proficiency in web tools such as Kustomer, Google Suite, Slack, and Asana
• Strong computer skills with typing speed of 50+ WPM
• Equal opportunity employer
• Participation in E-Verify program