Customer Care & Wellness Concierge

Support SaunaSpace customers by phone, email, and chat, and run one-on-one video concierge calls that help owners set up their near-infrared saunas and build a wellness routine they will keep.

Responsibilities

• Answer customer calls, emails, and chats covering pre- and post-purchase questions, product use, and shipping disruptions.
• Conduct one-on-one video concierge calls with designated SaunaSpace customers and follow up with relevant educational resources.
• Guide customers through physical product setup, comfort troubleshooting, and technical product issues by phone or video.
• Develop expert knowledge of light and heat therapy, how the products work, and the approved health conditions and precautions relevant to customer guidance.
• Recognise when a customer question should be escalated or referred to a qualified healthcare professional.
• Maintain accurate customer records and thoroughly document every interaction.
• Support the fulfillment department as needed, and recommend improvements to SOPs, macros, educational materials, and workflows.

Requirements

• One to three years of customer service experience or experience in a related field is preferred.
• Expert-level written and verbal communication, strong listening skills, and sound judgement.
• Comfort and credibility speaking with customers by phone and video.
• Excellent attention to detail and a commitment to accurate documentation.
• Ability to quickly learn and navigate a variety of software applications.
• Preferred software experience: Gorgias or another ticketing platform, Slack, Shopify, Excel or Google Sheets, Google Workspace, ShipStation, and Asana.

Compensation and benefits

$22 – $26 / hour

• Fully remote; the employer is set up to hire in Missouri, Virginia, and Florida and gives strong preference to candidates in those states, while welcoming exceptional candidates elsewhere.
• Medical insurance, plus fully covered dental, vision, and life insurance.
• Paid time off accruing from day one, with vacation time beginning after one year.
• Free Glow Infrared Therapy Light after six months and a free FireLight Sauna on the one-year anniversary.