Support customers via email, phone, and chat, delivering a high-quality, human-first experience
Handle a full range of customer queries in a solution-focused, customer-centric way, including: pre-sales product inquiries, order support and tracking, explaining product features and usability, app, frame, and WiFi troubleshooting, warranty support and returns
Work with team members and other departments to represent the voice of customers and continuously improve processes and products
Collaborate with Product, Engineering, and Operations to improve customer experience and reduce friction points

Competitive compensation, including an employer-sponsored 401(k) — and we fully match the first 4% of contributions
Comprehensive health plans: we pay up to 100% of the premium for employees and ~50% for families
Generous stock option program, which begins vesting after 1 year at the company
Flexible time off – you’re required to take off at least 10 days in addition to all company holidays
A monthly fitness and wellness allowance of up to $150
Lunch and snacks on us every day in our NYC and SF offices

Customer Experience Specialist

Key skills