Note: The job is a remote job and is open to candidates in USA. Heavenly Heat Saunas is a high-performance, fast-growing health company focused on building home saunas. They are seeking a Senior Customer Success Representative to handle high-volume customer interactions, de-escalate issues, and mentor junior team members while ensuring a high standard of service quality.
Responsibilities
- Answer inbound customer calls and messages, serving as a knowledgeable, calm, and trusted first point of contact
- Triage incoming issues quickly and accurately—resolving what you can on the spot and routing the rest to the right person or team
- Own escalations and complex cases from start to finish, turning frustrated customers into loyal ones
- Train, coach, and mentor junior reps—modeling best practices, reviewing calls, and helping the team level up
- Drive cross-department collaboration, partnering with Operations, Logistics, Product, and Finance to solve customer problems at the root
- Act as the voice of the customer—capturing feedback and surfacing trends, recurring issues, and opportunities to your manager and other departments
- Help build and improve the systems, scripts, and workflows that make our customer experience consistent and scalable
- Maintain accurate records of customer interactions, escalations, and resolutions
- Uphold and raise the standard for service quality across the team
Skills
- Experienced customer success, customer service, or support professional who has handled high-volume, high AOV, high-stakes customer interactions
- Proven ability to de-escalate and resolve complex or emotional situations with patience and confidence
- Natural coach and mentor—someone who enjoys helping teammates grow and improve
- Strong cross-functional communicator who can work across departments to get answers and drive outcomes
- High ownership mindset—you take responsibility for the customer's experience and follow through without constant direction
- Clear, empathetic, and professional communicator, both on the phone and in writing
- Comfortable operating in a fast-paced, growing ecommerce business
- Self-directed and reliable in a fully remote environment
- Demonstrated experience handling escalations and difficult customer conversations
- Experience training, coaching, or mentoring other reps
- Excellent phone presence and written communication skills
- Comfort with help desk / CRM tools and the ability to learn new systems quickly
- Strong problem-solving, organizational, and follow-through skills
- 5+ years of customer service, customer success, or support experience, with time in a senior or lead capacity preferred
- Ecommerce or physical-product experience preferred
Company Overview