Coffee Appliance Support Specialist Remote Troubleshooting

Breville | Sage; Torrance (CA); On-site; USD 42,000 - 60,000; Full time

Job summary

BRG’s Specialty Coffee unit seeks a customer support specialist to assist end consumers and wholesale partners with Baratza and LELIT products. You will handle phone, chat, and email inquiries and collaborate with teammates to resolve issues.

Training will cover product knowledge and troubleshooting; prior coffee appliance experience is not required. Based in the greater Seattle area with a Monday–Friday office presence; bilingual skills are a plus.

Qualifications

• High school diploma required; relevant customer-facing experience preferred.
• Ability to troubleshoot and communicate empathetically.
• Based in the greater Seattle area; commute to Seattle office Monday–Friday.

Responsibilities

• Provide exceptional support to customers by phone, chat, and email, assisting both end consumers and wholesale partners.
• Work collaboratively with teammates to respond to customer inquiries in a timely and professional manner.
• Serve as a knowledgeable and empathetic resource for customers troubleshooting issues with Baratza or LELIT products.
• Process warranty replacements and accommodation orders through Salesforce.
• Develop and maintain a thorough understanding of all SCBU products, including Baratza grinders and LELIT machines.
• Build and maintain strong, professional relationships with other SCBU departments and teams.
• Communicate relevant customer feedback and observed trends to the Customer Support Manager.
• Participate in team training initiatives and contribute to a positive, collaborative team culture.
• Contribute to special projects as needed to support the team and improve the customer experience, including support content production, SOP development, and other initiatives.

Skills

Empathy and customer care

Patience under pressure

Phone, chat, email communication

Multitasking and time management

Team collaboration

Bilingual (Spanish/French) a plus

Genuine interest in specialty coffee

Education

High school diploma

Tools

Salesforce

Job description

BRG’s Specialty Coffee unit seeks a customer support specialist to assist end consumers and wholesale partners with Baratza and LELIT products. You will handle phone, chat, and email inquiries and collaborate with teammates to resolve issues.

Training will cover product knowledge and troubleshooting; prior coffee appliance experience is not required. Based in the greater Seattle area with a Monday–Friday office presence; bilingual skills are a plus.