Customer Support Specialist

<img src="https://we-work-remotely.imgix.net/logos/0141/4914/logo.gif?ixlib=rails-4.0.0&w=50&h=50&dpr=2&fit=fill&auto=compress" /> <p> <strong>Headquarters:</strong> Casper, WY <br /><strong>URL:</strong> <a href="https://selectsaunas.com">https://selectsaunas.com</a> </p> <p></p> <h1>Fully Remote Customer Support, Order Management for Online Sauna Retailer</h1> <p><strong>Company:</strong> Select Saunas (selectsaunas.com)<br><strong>Location:</strong> Fully remote<br><strong>Type:</strong> Full-time</p> <hr> <h2>About the role</h2> <p>Do you want&nbsp;to help people become the healthiest version of themselves?</p> <p>Select Saunas is a high-ticket online-only retailer of premium saunas. Our customers make considered, high-value purchases, and the experience we give them before, during, and after the sale is what sets us apart.</p> <p>We're looking for a <strong>Customer Support and Order Management Specialist</strong>&nbsp;to own the order journey end to end: placing orders with our suppliers, keeping customers informed proactively, and resolving issues with the kind of white-glove care a high-ticket purchase deserves. You'll be the voice of the brand on email and phone, and the person who makes sure every order is accurate, on track, and delivered without surprises.</p> <p>This is an ideal role for someone who is organized, calm under pressure, and genuinely enjoys helping people, not just clearing a queue. A welcome bonus is a genuine interest in saunas and health and wellness!</p> <ul> <li> <div>Join the early stages of a fast-growing company</div> </li> <li> <div>Be part of a small, fun, driven team</div> </li> <li> <div>This is a long-term position with the opportunity to move into a customer support team manager</div> </li> <li> <div>No limits on your advancement</div> </li> <li> <div>Act without being micromanaged</div> </li> <li> <div>Responsible Unlimited PTO (of course, and we won't disturb you)</div> </li> <li> <div>Work from home and be an entrepreneur inside the company (without the risk of going alone)</div> </li> </ul> <h2>What you'll do</h2> <ul> <li><strong>Handle inbound contact.</strong> Respond to customer emails and phone calls promptly and professionally.</li> <li><strong>Place and manage supplier orders.</strong> Submit orders accurately to our suppliers, confirm details, and follow them through to fulfillment.</li> <li><strong>Assign and communicate tracking.</strong> Add tracking numbers to orders and keep customers updated on shipment status.</li> <li><strong>Reach out proactively.</strong> Contact customers about their orders before they have to ask — confirmations, delays, delivery scheduling, and follow-ups.</li> <li><strong>Resolve complaints and issues.</strong> Coordinate with customers, couriers, and suppliers to manage freight damage, delays, returns, and any problems with empathy and a focus on a fair, fast resolution.</li> <li><strong>Keep records clean.</strong> Maintain accurate order, customer, and communication records.</li> <li><strong>Manage social media accounts. </strong>Light social media work - create posts showcasing customer saunas, manage the odd comment and DM...</li> </ul> <h2>What we're looking for</h2> <ul> <li>1 to 3+ years in ecommerce customer support, order management, or a similar operations role</li> <li>Excellent written and verbal English communication</li> <li>Comfortable on the phone with customers, including pre-sale conversations</li> <li>Strong attention to detail (accuracy on high-value orders is critical)</li> <li>Self-directed and reliable in a fully remote environment</li> <li>Comfortable learning and working in our order/helpdesk tools including Shopify and Gorgias</li> </ul> <h2>Your location (important)</h2> <p>Your location in the world should be one where you are comfortable working 9 AM to 5 PM Eastern Time. Whether that means an evening or morning shift doesn't matter, as long as it is a working time you enjoy yourself!</p> <h3>Nice to have</h3> <ul> <li>Experience with eCommerce</li> <li>Familiarity with Shopify and common helpdesk/order tools (e.g. Gorgias, Zendesk, Shopify)</li> <li>Experience coordinating with suppliers or freight/LTL carriers</li> <li>A genuine interest in saunas!</li> </ul> <h2>Compensation &amp; structure</h2> <p><strong>Base salary:</strong> $10-18/hour - negotiable depending on performance, location and prior experience.&nbsp;</p> <p><strong>Performance bonuses:</strong></p> <ul> <li><strong>Quality and accuracy bonus</strong> tied to customer satisfaction and response-time targets, and maintaining a low order-error rate. Compensation will naturally grow with increased experience and time.</li> </ul> <h2>Requirements</h2> <p></p> <div> <ul> <li>Internet: Fast, stable connection.</li> <li>Work Environment: Be able to answer the phone quickly at any time during business hours. No loud background noise - no <em>loud</em> coffee shops, etc.</li> </ul> </div> <h2>How to apply</h2> <p>Send an email with the subject "<em>Your</em> <em>Name</em> - CSR Application" to <strong><a href="mailto:christoffer@selectsaunas.com">christoffer@selectsaunas.com</a>.</strong> The email should include your resume, a Vocaroo voice note under two minutes introducing yourself, letting us know why you're a great fit for this role, and mentioning your previous relevant experience.</p> <p><strong>To apply:</strong> <a href="https://weworkremotely.com/remote-jobs/select-saunas-customer-support-specialist">https://weworkremotely.com/remote-jobs/select-saunas-customer-support-specialist</a></p>