Company: Select Saunas (selectsaunas.com)
Location: Fully remote (must be based in the United States or Canada, )
Type: Full-time
Compensation: $40,000 + performance bonuses
About the role
Do you want to help people become the healthiest version of themselves?
Select Saunas is a high-ticket online-only retailer of premium saunas. Our customers make considered, high-value purchases, and the experience we give them before, during, and after the sale is what sets us apart.
We're looking for a Customer Support and Order Management Specialist to own the order journey end to end: placing orders with our suppliers, keeping customers informed proactively, and resolving issues with the kind of white-glove care a high-ticket purchase deserves. You'll be the voice of the brand on email and phone, and the person who makes sure every order is accurate, on track, and delivered without surprises.
This is an ideal role for someone who is organized, calm under pressure, and genuinely enjoys helping people, not just clearing a queue. A welcome bonus is a genuine interest in saunas and health and wellness!
- Join the early stages of a fast-growing company
- Be part of a small, fun, driven team
- This is a long-term position with the opportunity to move into a customer support team manager
- No limits on your advancement
- Act without being micromanaged
- Responsible Unlimited PTO (of course, and we won't disturb you)
- Work from home and be an entrepreneur inside the company (without the risk of going alone)
What you'll do
- Handle inbound contact. Respond to customer emails and phone calls promptly and professionally.
- Place and manage supplier orders. Submit orders accurately to our suppliers, confirm details, and follow them through to fulfillment.
- Assign and communicate tracking. Add tracking numbers to orders and keep customers updated on shipment status.
- Reach out proactively. Contact customers about their orders before they have to ask — confirmations, delays, delivery scheduling, and follow-ups.
- Resolve complaints and issues. Coordinate with customers, couriers, and suppliers to manage freight damage, delays, returns, and any problems with empathy and a focus on a fair, fast resolution.
- Keep records clean. Maintain accurate order, customer, and communication records.
- Manage social media accounts. Light social media work - create posts showcasing customer saunas, manage the odd comment and DM...
What we're looking for
- 1 to 3+ years in ecommerce customer support, order management, or a similar operations role
- Excellent written and verbal English communication
- Comfortable on the phone with customers, including pre-sale conversations
- Strong attention to detail (accuracy on high-value orders is critical)
- Self-directed and reliable in a fully remote environment
- Comfortable learning and working in our order/helpdesk tools including Shopify and Gorgias
Nice to have
- Experience with eCommerce
- Familiarity with Shopify and common helpdesk/order tools (e.g. Gorgias, Zendesk, Shopify)
- Experience coordinating with suppliers or freight/LTL carriers
- A genuine interest in saunas!
Compensation & structure
Base salary: $40,000/year.
Performance bonuses:
- Quality and accuracy bonus tied to customer satisfaction and response-time targets, and maintaining a low order-error rate. Compensation will naturally grow with increased experience and time.
Requirements
- Internet: Fast, stable connection.
- Work Environment: Be able to answer the phone quickly at any time during business hours. No loud background noise - no loud coffee shops, etc.
How to apply
Send an email with the subject "Your Name - CSR Application" to christoffer@selectsaunas.com. The email should include your resume, a Vocaroo voice note under two minutes introducing yourself, letting us know why you're a great fit for this role, and mentioning your previous relevant experience.