Overview:

Our client is seeking an empathetic, articulate Customer Experience & Product Support Specialist to provide high-touch consultative guidance across inbound phone, email, and live chat channels. In this customer-first role, you will help shoppers navigate product options, explain adjustable-firmness technology, assist existing owners with troubleshooting and warranty requests, and maintain detailed interaction logs in HubSpot. The ideal candidate brings a patient, solution-oriented mindset to help customers make informed decisions, with prior sales or retail experience considered a strong plus.

Schedule: Thursday to Monday | 9:00 AM – 5:00 PM CST | Full-Time, with 30 minutes paid break (40 hours per week)

Responsibilities:

Consultative Customer Support & Product Education

• Respond to inbound customer inquiries via phone, email, and live chat, serving as a trusted advisor on mattress options, sizing, and adjustable-firmness features
• Ask thoughtful, diagnostic questions to understand sleep preferences, ergonomic needs, and concerns rather than relying on scripted responses
• Guide interested shoppers confidently through product comparisons, financing details, warranty terms, and delivery expectations
• Share recurring customer feedback, common objections, and service insights with management to help improve operational workflows and customer experience

After-Sales Support & CRM Documentation

• Support existing customers with order tracking, product assembly guidance, technical troubleshooting, replacement parts, and warranty claims
• Document all customer touchpoints, inquiry statuses, service tickets, and follow-ups accurately within HubSpot CRM
• Maintain complete ownership of customer inquiries from initial contact through resolution, coordinating with operations and fulfillment teams when necessary
• Meet individual and team metrics for response times, customer satisfaction (CSAT), and follow-up thoroughness

Requirements:

• Customer Experience Background: Proven track record in customer service, helpdesk, or consultative support (experience with e-commerce, home goods, furniture, or high-consideration consumer products is preferred)
• Consultative Communication: Exceptional verbal and written English skills with an engaging, active-listening style that builds trust and clarifies complex technical features easily
• Problem-Solving & Patience: Strong de-escalation skills and a methodical approach to technical product troubleshooting and warranty support
• CRM & Technical Agility: Hands-on experience navigating modern e-commerce support tools and CRM software (HubSpot is preferred)
• Bonus Skillset: Prior experience in inside sales, retail consultation, or inbound customer conversion is a strong advantage

Independent Contractor Perks:

• Permanent work from home
• Immediate hiring
• Health Insurance Coverage for eligible locations

Note:

Please click the "Apply" button to complete your application, including the assessment questions, technical check, and voice recording. Your hourly pay rate will be established based on your performance in the application process; submissions with all requirements fulfilled will receive priority review.

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