CX Specialist

Schedule: Tuesday - Saturday, 8 am - 5 pm AZ / 11 am - 8 pm EST

Role & Responsibilities:

You're a customer-focused, detail-oriented professional with a knack for finding solutions. You’re passionate about helping customers get what they need as easily as possible and enjoy explaining things in a clear, helpful way. You’re also a strong communicator, and you work well in a remote, self-managed environment.

In this role, you’ll make key decisions, solve problems, and create an exceptional customer experience. You'll need to:

• Act as a product expert and stay open to learning all about our business, products, and services.
• Engage with customers via live chat, email, and phone, helping them understand our personalization technology and product options.
• Deliver fast, knowledgeable, and “best-in-class” service to ensure a seamless experience from order placement to delivery.
• Process order updates, monitor delivery logistics, and address any questions or concerns.
• Work with delivery and service providers to coordinate and troubleshoot as needed.
• Understand the return process, including coordinating charitable and recycling pickups for returned items.
• Investigate and resolve issues like missing packages and order discrepancies.
• Provide feedback to management on customer-related trends and suggest service improvements.

Requirements:

• At least 2 years of experience in a customer service role.
• Previous experience working remotely.
• Strong problem-solving skills and excellent oral communication. Comfortable on the phone and quick to learn.
• Reliable, organized, and able to work independently while managing multiple tasks.
• Flexible with scheduling and equipped with a strong, reliable internet connection.
• Enthusiastic about sleep and excited to help others improve theirs.

About 3Z Brands:

3Z Brands ("3Z") is a direct-to-consumer brand portfolio, wholesaler, vertically-integrated manufacturer, and retailer of award-winning sleep products. We are a dynamic and growing company, uniquely positioned as both a manufacturer and retailer, which gives us a strategic advantage in the marketplace. With exciting growth initiatives ahead, we are building an exceptional team to drive our success.

Our core values—care, commitment, and curiosity—guide everything we do. We are committed to fostering an inclusive and supportive workplace where all team members feel valued and respected.

Headquartered in Arizona, 3Z operates a portfolio of best-in-class sleep brands, including Helix Sleep, Brooklyn Bedding, Birch, Bear Mattress, Nolah Technologies, and Leesa Sleep. Please visit any of our brands to learn more: brooklynbedding.com, bearmattress.com, nolahmattress.com, helixsleep.com, leesa.com, and birchliving.com.