Seasonal Customer Experience Advisor, Tier I (physical product, non-IT)

About Us Sun Home’s mission is to help people feel better, look better, and live longer. We are a fast-growing company focused on delivering premium wellness products directly to consumers across the U.S. With a customer-first philosophy and a high-growth roadmap, we are building a brand rooted in quality, transparency, and innovation. As we scale, operations excellence and customer experience remain central to our success. “Customer First, Always” is one of our core values, which is a central mantra for the Customer Experience Team. The Role We are seeking Seasonal Customer Experience Advisors that will serve as subject matter experts for pre-purchase inquiries and post-purchase order management for all Sun Home products, including saunas and cold plunge systems. In this role, you will handle escalated customer issues, troubleshoot complex logistical issues, and bring all issues to timely and satisfactory resolution. You’ll collaborate closely with Technical Support, Product, Operations, and Sales, helping to ensure all customers receive fast, knowledgeable, and empathetic support — true to our brand standards. This position will work remotely. Operating days are Monday-Friday and Tuesday-Saturday. This is a full time, non-exempt role. Responsibilities Handle direct customer inquiries and/or escalated support tickets from Customer Service within one business day via Phone, Email, Chat, and SMS channels Maintain clear case documentation in customer ticketing system, product logs, and project management tools Collaborate with Product, Operations, and Sales teams on recurring issues Contribute to internal training and knowledge base improvements Identify process improvements and communicate to team manager Skills 1-2 years in customer service, hardware or wellness products strongly preferred Excellent problem-solving and communication skills Ability to multi-task across systems and documents while maintaining a professional composure to customers and partners Ability to explain technical issues in brand-aligned language with customer experience top of mind Strong written and verbal communication in English Experience with CRM, helpdesk, website and work management tools (Gorgias, Shopify, and Clickup preferred) Proficient in collaborative and organizational tools, such as Slack, Microsoft Office Suite, and Google Suite Leads all actions with a customer-first, resolution mindset Seasonal Duration & Ramp Period Seasonal role spans August 2026 - January 2027 with the potential to extend based on business needs Ramp up schedule: August-October: intensive training with some execution Sep 28th - Oct 2nd: autonomous execution as coverage for team offsite November-January: autonomous execution with managerial support