Customer Experience Professional

Customer Experience Specialist (Chill Chair) — Remote

Chill Chair makes the world’s most relaxing office chair—deep-tissue massage at your desk, with a concealed control panel and a long-lasting lithium-ion battery. We ship fast (same week) and back it with a 30-day risk-free trial and 12-month warranty.

The role
We’re looking for a customer service ace with flawless written English and serious initiative. You’ll own the end-to-end experience across email and (later) chat, turning “ugh” ---------- nts into “ahhh” ---------- nts.

You’ll

- Handle pre- and post-purchase questions (shipping, returns, warranty) with empathy and clarity.
chill chair

- Diagnose product issues and coordinate resolutions (replacement parts, swaps, returns).

- Write crisp macros/Help Center articles, then iterate based on data.

- Spot patterns in tickets and propose improvements to ops, product, and site copy.

Jump on projects (surge support, launches, QA of return instructions).

Must-haves

Perfect written English (tone: warm, concise, brand-consistent).

Self-starter: you don’t wait to be told—you propose suggestions for improvements

2+ years in DTC/e-commerce support


Email Exercise (required):
Write an email reply to a customer who says their Chill Chair arrived faulty and they demand a refund.

Assume they’re frustrated, used the chair once, and included a short video of the issue.

Your reply should:

Acknowledge and de-escalate;

Verify key details (order number, serial/video, steps already tried);

Offer a path that aligns with our 30-day return policy, 12-month warranty, and same-week shipping realities (e.g., troubleshoot vs. replacement vs. return). Keep it human—no robotic scripts.

Keep it under 220 words. Use UK/AU spelling.

Cover Letter (required):

In ?200 words, share one time you turned an angry customer into a promoter, including what you wrote and the outcome (CSAT, repeat purchase, or public review). If you can, include 2–3 one-sentence macro examples you’ve written.

How to apply

Email your exercise + cover letter (PDF or inline) + Resume to ---------- with subject line:
Customer Experience Specialist —

Thanks in advance,