Customer Support Specialist — Peak Saunas (Remote, U.S. Only) at Peak Saunas Company Overview Peak Saunas is one of the fastest-growing premium sauna brands in the United States. We design and manufacture advanced full-spectrum infrared saunas featuring medical-grade red light therapy, ultra-low EMF technology, smart controls, luxury materials, and industry-leading lifetime warranties. With thousands of customers served and rapid year-over-year growth, we are building one of the most trusted names in home wellness. Our mission is to become the most engaging infrared sauna brand in the world — the Tesla or Peloton of the sauna industry. We are doing this by building an authentic, community-driven brand powered by education, storytelling, and real customer experiences. Delivering a calm, confident, and high-touch customer experience — especially when things don’t go perfectly — is central to that mission. ⸻ Job Summary The Customer Support Specialist plays a critical role in protecting and elevating the Peak Saunas brand. Our customers are making significant investments in their health, often spending several thousand dollars, and they expect a premium, white-glove experience from start to finish. While many interactions are straightforward, issues inevitably arise — shipping delays, freight damage, installation questions, electrical concerns, or unmet expectations. This role requires someone who thrives under pressure, stays composed in stressful situations, and can confidently de-escalate issues while maintaining trust, clarity, and professionalism. You will serve as a primary point of contact via phone, email, and chat, taking ownership of customer concerns and guiding them through resolution with empathy and authority. ⸻ Key Responsibilities Customer Support & Experience • Provide prompt, professional, and empathetic support via phone, email, and chat. • Confidently support customers who have made high-dollar purchases and expect premium service. • Remain calm, solution-oriented, and brand-aligned when customers are frustrated or stressed. • De-escalate tense situations while setting clear, fair expectations. • Take ownership of customer issues from first contact through resolution. • Escalate complex cases appropriately while maintaining continuity and accountability. ⸻ Product Knowledge & Education • Develop a deep understanding of Peak Saunas’ products, features, and differentiators. • Clearly explain technical concepts (infrared types, EMF levels, red light therapy, electrical requirements) in a simple, reassuring way. • Proactively educate customers to prevent confusion and reduce friction. ⸻ Operations & Administration • Assist with order updates, changes, and fulfillment coordination. • Communicate with logistics and operations partners to resolve delivery, freight, or damage-related issues. • Maintain accurate, detailed records of customer interactions, resolutions, and internal notes. • Identify recurring customer pain points and provide feedback to improve processes, FAQs, and documentation. • Support internal teams by flagging trends or systemic issues impacting the customer experience. ⸻ Requirements • Must be located within the United States. • 2+ years of customer support experience (e-commerce or high-ticket products strongly preferred). • Demonstrated ability to remain calm, professional, and effective under pressure. • Comfortable handling frustrated or emotionally charged customers with empathy and confidence. • Strong written and verbal communication skills. • Highly organized and capable of managing multiple conversations and priorities simultaneously. • Tech-savvy and comfortable working with CRM systems, chat tools, and internal platforms. • Self-motivated, dependable, and comfortable working independently in a fast-growing environment. • Willingness to take ownership and accountability in complex situations. ⸻ To Be Considered In your cover letter, please answer the following: Describe a time you had to handle a highly stressed or upset customer who had spent a significant amount of money. What was the situation, how did you respond in the moment, and what was the outcome? (Optional but encouraged: If you could handle the situation again, what would you do differently?)