Support Specialist

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 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.

*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.