Customer Experience Advisor, Tier II (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.

The Role

We are seeking a Customer Experience Advisor that will serve as a subject matter expert for post-purchase technical support related to all Sun Home products, including saunas and cold plunge systems. You’ll handle escalated customer issues, troubleshoot complex product issues, support customers through setup and maintenance needs, and coordinate product servicing or resolution. 

You’ll collaborate closely with other members of the Customer Experience Team, 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 occasional weekend work is required to support peak periods. 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 and with satisfactory customer feedback scores via Phone, Email, Chat, and SMS channels
• Provide setup guidance and advanced troubleshooting
• Coordinate repairs, part replacements, or field service when needed
• Maintain clear case documentation in customer ticketing system, product logs, and project management tools
• Collaborate with Product, Operations, and Sales teams on recurring issues
• Identify and resolve emerging issues in collaboration with manufacturing partners, and document resolutions for internal reference and alignment.
• Contribute to internal training and knowledge base improvements
• Identify process improvements and communicate to team manager

Skills

• 2–3 years in technical support of physical products, saunas 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