Customer Care Guru: World-Class Support & Growth

Purple Innovation, LLC; Lehi (UT); On-site; USD 21,000 - 23,000; Full time

Benefits offered by this job

Medical, Dental, Vision

401(k) Match

Paid Time Off

Earn a Mattress Purple Swag

Amazing Purple Products

Job summary

Purple Innovation, LLC in Utah seeks a Customer Care Specialist (Comfort Guru) to deliver world-class support across calls, chats, email, text, and returns. You will help customers and solve problems with empathy, product knowledge, and a strong service mindset.

This full-time role involves training, cross-functional collaboration, and maintaining high customer satisfaction across warranty, shipping, and refunds. The team emphasizes a collaborative culture and professional growth.

Qualifications

• Demonstrated ability to communicate effectively with customers on a variety of post-purchase questions.
• Excellent written and verbal communication skills.
• Solid ability to identify what a customer needs, problem-solve, and create approved solutions that provide an excellent experience.
• Ability to maintain strong mental fortitude through challenging or stressful interactions.
• Proficient with basic computer hardware and able to quickly learn job-specific software systems.
• High School Diploma or GED; some college preferred.

Responsibilities

• Responds to customer inquiries via phone, chat, email, text, or social media, taking appropriate action to ensure world-class service.
• Provides detailed notes and documentation for each customer interaction.
• Maintains acceptable customer satisfaction and quality monitoring ratings.
• Maintains acceptable productivity, schedule adherence, and utilization levels.
• Meets all individual performance metrics.
• Maintains in-depth, current knowledge of all products, procedures, and policies, including warranty, returns, and refunds.
• Works cross-functionally across chat, email, and phone channels.
• Works in office through training and initial certification, and as needed for additional training, collaboration, or team meetings.

Skills

Communication skills

Problem-solving

Mental fortitude

Basic computer hardware

Education

High School Diploma

Some college

Tools

inContact

NetSuite

Zendesk

Job description

Purple Innovation, LLC in Utah seeks a Customer Care Specialist (Comfort Guru) to deliver world-class support across calls, chats, email, text, and returns. You will help customers and solve problems with empathy, product knowledge, and a strong service mindset.

This full-time role involves training, cross-functional collaboration, and maintaining high customer satisfaction across warranty, shipping, and refunds. The team emphasizes a collaborative culture and professional growth.