Specialist, Customer Experience

SVP Worldwide•Nashville, TN

15d•Hybrid

About The Position

The Specialist, Customer Experience delivers a high level of customer care across multiple touchpoints. This role engages with customers via email, chat, contact forms, SMS, and phone to address inquiries spanning pre-purchase guidance, checkout support, order management, product troubleshooting, and coordination of warranty and repair services as needed.

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®
Experience with root cause analysis and identifying long-term solutions
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
Proven ability to work independently and collaboratively within a high performing team
Willingness to develop, is self-aware and open to feedback
Effective documentation and knowledge management skills, including creating clear, concise troubleshooting guides and training materials
Analytical and problem-solving skills, with experience in root cause analysis and identifying sustainable solutions
Time management and organizational skills, with the ability to manage multiple inquiries and priorities simultaneously

Responsibilities

Build rapport with customers and provide comprehensive assistance throughout the entire customer journey to help build lifelong sewists
Manage and resolve customer inquiries from a variety of communication portals related to product purchasing and support
Provide advanced troubleshooting to resolve complex technical concerns and provide resolution
Collaborate with service technicians and development teams to address critical issues
Work with third-party repair centers and customers to efficiently complete warranty repairs and replacements
Create and maintain detailed documentation for troubleshooting process within a CRM or ticketing system, ensuring timely and effective resolution
Develop knowledge articles and training materials for internal users and end consumers
Maintain product knowledge and provide cross-departmental training
Monitor and report trends impacting customer inquiries and concerns to leadership
Offer proactive support and recommendations to prevent future issues
Participate in cross-functional projects and initiatives to improve support processes and tools
The Employer retains the right to change or assign other duties to this position.