Support Specialist

Breville | Sage; Seattle (WA); On-site; USD 25,000 - 39,000; Full time

Benefits offered by this job

Health care plan

401K plan

Staff discounts on BRG products

Growth opportunities

Supportive team environment

Job summary

Breville Group in Seattle is seeking a Customer Support Specialist to assist customers of Baratza & LELIT, delivering empathetic, patient service by phone, chat, and email. The role emphasizes resolving issues, handling warranty replacements, and collaborating with the broader SCBU team.

The ideal candidate is based in the greater Seattle area, can commute to the office, and brings strong communication, multitasking, and time-management skills; bilingual Spanish or French is a plus, and prior

Qualifications

• High school diploma required; prior customer-support experience preferred.
• Based in the greater Seattle area with ability to commute to Seattle office.
• Experience helping customers via phone, chat, and email with kindness and professionalism.
• Genuine interest in specialty coffee is a plus; bilingual in Spanish and/or French is a plus.

Responsibilities

• Provide exceptional support to customers by phone, chat, and email.
• Respond to inquiries promptly and professionally with customers and wholesale partners.
• Troubleshoot Baratza or LELIT products and guide customers through resolution.
• Process warranty replacements and accommodation orders in Salesforce.
• Develop knowledge of all SCBU products and collaborate with other departments.
• Participate in training and contribute to content and SOP improvements.

Skills

Customer communication

Empathy

Calm under pressure

Team collaboration

Time management

Spanish/French bonus

Education

High school diploma

Job description

About Breville

Over the past 90+ years Breville has grown to become an iconic global brand, delivering kitchen products to over 70 countries around the globe. Breville enhances people's lives through the delivery of brilliant innovation and thoughtful design based on deep consumer insights, empowering people to do things more impressively or easily than they'd thought possible in their own home and ultimately allowing them to "Master Every Moment".

Support Specialist

About Breville

Over the past 90+ years Breville has grown to become an iconic global brand, delivering kitchen products to over 70 countries around the globe. Breville enhances people's lives through the delivery of brilliant innovation and thoughtful design based on deep consumer insights, empowering people to do things more impressively or easily than they'd thought possible in their own home and ultimately allowing them to "Master Every Moment".

ABOUT THE ORGANIZATION AND THE ROLE

BRG is a manufacturer of high-end domestic appliances with emphasis on innovation and cutting-edge technology. Within BRG, there is a sub-set of high-end coffee brands, namely Baratza & LELIT, that make up a division named the Specialty Coffee Business Unit (SCBU), with a head office located in Seattle, WA.

The BRG Specialty Coffee support team is known for providing people-focused care, the foundation of our renowned customer experience. Our goal is to enable customers to resolve any trouble they are having with their grinder or espresso machine, whether through remote troubleshooting or our repair service.

We are searching for someone to join our team who brings genuine empathy and care, someone who truly understands the frustration of not being able to brew your favorite cup of coffee. Prior experience with coffee appliances is not required. Our training program will equip you with the product knowledge and troubleshooting skills you need to provide outstanding support from day one.

PRIMARY RESPONSIBILITIES

Customer Support

• 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 their 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.

EXPERIENCE & SKILLS

• Based in the greater Seattle area and able to commute to our Seattle office Monday through Friday.
• Ability to connect with customers over the phone, chat, and by email with kindness, patience, and professionalism.
• Ability to remain calm and positive when working with frustrated customers.
• Strong ability to build positive relationships with team members and coworkers.
• Ability to handle multiple commitments, prioritize effectively, and manage time efficiently with minimal guidance.
• Self-motivated with the initiative to begin and follow through on tasks that support team goals.
• Genuine interest in specialty coffee is a plus.
• Bilingual in Spanish and/or French is a plus.

EDUCATION

A high school diploma is required. Relevant experience in a customer-facing support role is preferred.

PHYSICAL DEMANDS

• Ability to work at a computer or on the phone for an eight-hour period.

BENEFITS

• Competitive hourly pay.
• Access to BRG's Health Care plan*.
• 401K plan*.
• Generous staff discounts on BRG products.
• A supportive, values-driven team environment.
• Opportunities for growth within the BRG organization.

*Probation period where applicable.

BRG is an Equal Opportunity Employer. We do not discriminate based on race, color, religion, gender, sexual orientation, pregnancy, national origin, ancestry, age, marital status, physical or mental disability, genetic information, medical condition, veteran status, or any other class protected by law.

Breville Group is proud to be an Equal Employment Opportunity Employer.