Customer Success Specialist

UPLIFT Desk•Austin, TX

4h•Onsite

About The Position

At UPLIFT Desk, we’re not just building ergonomic workstations—we’re shaping how people work and live. As the ecommerce industry leader in height-adjustable desks, we’ve grown by delivering innovative, customer-focused solutions that promote health, productivity, and well-being. Our success is rooted in our core values: Customer Obsession, Innovation, Accountability, and Results Oriented. As a Customer Success Specialist, you are the voice of our brand and the frontline guide for customers seeking support, solutions, and workspace expertise. In this fast-paced role, you’ll assist customers across phone, chat, and email while acting as a product expert, residential sales consultant, and technical troubleshooter. From helping customers design their ideal workspace to resolving post-delivery issues or warranty concerns, your goal is to deliver accurate solutions with professionalism and empathy while meeting daily productivity expectations. As a fast growing, mid-sized Direct To Consumer (DTC) brand company, it’s our mission to deliver sincere, world-class customer service. We provide optimally designed, quality office solutions to customers. We focus on happier & healthier customers and employees! UPLIFT Desk has revolutionized the way people shop for office furniture. It all starts with our award winning UPLIFT Standing Desk, made even better when accessorized with our entire UPLIFT office furniture line. Our product line includes most furniture an office could need. We design office products that optimize customers’ comfort, health, and productivity. Our Product Development team focuses on designing the highest quality ergonomic office furniture. Then our Content team's ecommerce website offers customers the ability to configure products specifically to their needs. Our amazing Order Processing and Warehouse teams make sure we have inventory and ship orders the same day. Customers receive award winning support from our Sales and Customer Service and Warranty teams. We offer the best 15 year warranty in the business! Our Interior Design and Contract Sales teams specialize in large office furniture layouts for commercial buildings that serve most Fortune 500 companies. Award winning UPLIFT Desk is loved globally! Rated Best Standing Desk by New York Times Wirecutter 9 years in a row. Hundreds of thousands of happy customers around the world sit and stand at an UPLIFT Desk. Google reviews - 4.9 rating with thousands of reviews.

Requirements

2+ years of experience in customer support or consultative sales, ideally in a high-volume environment
Ability to learn technical product features quickly and navigate multiple software tools
Exceptional verbal and written communication skills across phone, email, and chat
Ability to stay composed, accurate, and efficient while managing multiple interactions simultaneously
Positive, solution-focused mindset with strong personal accountability

Nice To Haves

Associate’s or Bachelor’s degree in Business, Communications, or a related field
Consultative sales experience with residential clients or high-value consumer products
Experience in office furniture, interior design, or DTC e-commerce
Familiarity with CRM or ticketing systems (HubSpot, Zendesk, Salesforce, etc.)
Demonstrated adaptability in fast-paced and evolving environments

Responsibilities

Manage high-volume inbound inquiries via phone, chat, email, and support cases with speed, empathy, and professionalism.
Develop expert-level knowledge across an expanding suite of UPLIFT products to provide accurate technical advice and ergonomic recommendations.
Consult with residential customers to identify their specific workspace needs, guide configuration selection, and assist with placing orders.
Guide customers through technical troubleshooting to resolve hardware issues and process warranty claims efficiently.
Resolve post-delivery issues—including shipping damage or missing components—to ensure complete customer satisfaction.
Review and modify orders proactively to ensure accuracy and accommodate changing customer requirements.
Leverage deep knowledge of return, warranty, and shipping policies to assist customers efficiently with transparent and accurate information.
Identify, document, and escalate complex customer concerns or trends according to standard operating procedures.
Consistently achieve or exceed the Customer Service Team’s quality assurance (QA) and productivity goals.
Champion continuous improvement by actively identifying process bottlenecks and providing feedback to leadership to enhance the customer experience.
Thrive in a collaborative environment that values teamwork, ongoing learning, and daily experimentation.

Benefits

A merit-based environment that rewards growth and accomplishment regardless of seniority
Generous paid time off
4% 401K company matching with instant vesting (after one year)
Excellent group health insurance available to employees and dependents, including domestic partners (medical plan, 2 dental plans, and a vision plan to choose from)
Flexible spending account (FSA) for health care and child care costs
Company-paid & Supplementary Life Insurance; Long-term & Short-term disability
Free UPLIFT Desk (after one year)
50% discount on all UPLIFT products
Free healthy (and not so healthy) snacks and drinks
On-the-job training and skills development
A supportive and engaging work culture that promotes healthy living