[Hiring] Customer Experience Specialist @SVP Worldwide

Role Description

The Customer Experience Specialist is responsible for delivering high-quality customer support across multiple service channels, including email, chat, contact forms, SMS, and phone. The role addresses a broad range of customer needs, including:

• Pre-purchase guidance
• Checkout and order support
• Post-purchase inquiries
• Product troubleshooting
• Coordination of warranty and repair services

This position requires the ability to manage multiple interactions simultaneously, apply product and process knowledge to resolve customer needs efficiently, and ensure a consistent and positive customer experience across all touchpoints. This is a temporary/contract role.

Responsibilities

• Customer Experience & Support Delivery:
  • Deliver high-quality, end-to-end customer support by building trusted relationships and guiding customers throughout the full customer journey to drive long-term engagement and loyalty.
  • Manage and resolve customer inquiries across multiple communication channels related to product purchasing, usage, and support needs.
  • Provide proactive recommendations and guidance to enhance customer satisfaction and prevent recurring issues.
• Technical Issue Resolution & Escalation:
  • Diagnose and resolve complex technical issues through advanced troubleshooting, ensuring timely and effective resolution.
  • Collaborate with internal service technicians, engineering, and product development teams to address escalated or critical customer issues.
  • Coordinate with third-party repair centers and customers to manage warranty repairs, replacements, and service outcomes in accordance with established policies.
• Case Management & Documentation:
  • Create, maintain, and update detailed case documentation within CRM or ticketing systems to ensure accurate tracking, knowledge capture, and resolution transparency.
  • Ensure adherence to service standards, response time objectives, and documentation requirements.
• Knowledge Management & Training:
  • Develop and maintain knowledge base articles, troubleshooting guides, and training materials for internal teams and end consumers.
  • Maintain deep product knowledge and deliver cross departmental training to support consistent and accurate customer communications.
• Reporting, Insights & Continuous Improvement:
  • Monitor, analyze, and report trends related to customer inquiries, product performance, and service issues, escalating insights and recommendations to leadership.
  • Identify opportunities to improve customer support processes, tools, and workflows based on data and customer feedback.
  • Participate in cross functional projects and initiatives to enhance operational efficiency, service scalability, and overall customer experience.

Qualifications

• 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® is a plus
• Experience with root cause analysis and identifying long-term solutions
• Excellent verbal and written communication skills, with the ability to explain technical concepts to both technical and non-technical audiences
• Experience with contact center platforms such as Gorgias, Shopify, MS Office Suites, SharePoint, etc.

Requirements

• 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.
• Proficiency in CRM and contact center platforms (e.g., Gorgias, Shopify), as well as Microsoft Office Suite and SharePoint.
• Effective organizational skills with attention to detail.
• Ability to work in a fast-paced environment and adapt quickly to change; demonstrates learning agility.
• Proven ability to work independently and collaboratively within a high performing team.
• Willingness to develop, is self-aware, and open to feedback.

Benefits

• Full benefits package; medical, dental, vision
• 401k plan
• Competitive PTO accrual as well as additional wellness days
• Remote work schedule
• Work environment that harbors a culture of collaboration and community
• Learning and development opportunities