Senior Customer Experience Advisor -
Senior Customer Experience Advisor -
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USD 4000 - 5000
1 Vacancy
Job Description
Position Summary
Our client is a fast-scaling e-commerce brand that has rapidly become a market leader in the US for outdoor living space. Since launching in 2022 theyve doubled revenue year over year and are now on pace for mid-8-figure sales by 2026with nine figures in sight. With a product that starts around $6000 and can climb above $20K every conversation matters.
This isnt a call center job. Youre not closing cold leads. Youre the calm voice in the middle of a high-consideration emotionally charged buying journey. Sometimes youll be reassuring a customer who placed their order months ago and is nervous about delays. Sometimes youll help a couple decide whether our TitanFrame can handle Midwest snow. And sometimes youll just listen because trust starts with listening.
Key Responsibilities
Be the trusted voice of Hans Home on the phone & email.
- Take inbound and outbound calls to assist pre-purchase mid-journey and post-purchase customers
- Walk people through order status shipping timelines install readiness and product options
- Calm frustration and turn potential drop-offs into five-star service stories
Handle high-emotion high-stakes conversations
- Reassure customers experiencing long ETAs missing parts or general anxiety about their purchase
- De-escalate tension with empathy and clarity
- Set clear but kind boundaries when expectations need aligning
Guide support and softly sell when appropriate
- Help customers understand when to add installation support or VIP check-ins
- Explain product benefits (louvers motors upgrades) like a trusted advisor not a pushy rep
- Recognize when a phone call is the difference between a refund and a lifelong customer
Take ownership from start to finish
- Follow up proactively no dropped threads no well get back to you
- Keep Zendesk clean: tag tickets update statuses and document outcomes clearly
- Escalate risks early (disputes cancellations review threats) with context and care
Youre a strong fit if you...
- Have 4 years of customer-facing phone experience including 2 years with high-ticket eCom expensive luxury home improvement furniture B2B or B2B SaaS industries.
- Have supported or sold products that involve **complex decisions delayed delivery or installation stress
- Can work US time zones
- Speak near-native American English with American accent with a warm and professional phone presence
- Love solving problems guiding conversations and turning doubts into confidence
- Have emotional intelligence - you can read tone defuse tension and know when to reassure vs. redirect
- Are naturally organized and consistent - you track follow-ups tag with care and respect process
- Understand the psychology of older or affluent customers - and know how to explain clearly without sounding condescending
Bonus Points if you...
- Have experience with Zendesk Aircall Shopify or Gorgias
- Have worked with remote teams and know how to communicate clearly across time zones
- Have handled order-based support in high-ticket eCommerce Luxury or b2b segments.
- Have comfort introducing soft upsells (like VIP care or install help) as solutions not pressure
What we offer
- Contract Type: B2B (freelance/contractor model)
- Remote-first. Work from anywhere with a stable connection and quiet background.
- Time off is 14 paid days plus BH
- Autonomy have SOPs playbooks and a team thats got your back - but no micromanagement
- Premium product premium brand. Youll never be ashamed of what youre selling - in fact youll be proud of it
- Real scripts. No pressure selling. Just honest human support
- Tight-knit team. Youll be joining a small senior crew that were forming. Think Special Ops of the support team.
If you love connecting with people guiding big decisions and staying steady when others stress - we want to talk to you.
Employment Type
Full Time
