Support Specialist

Breville USA, Inc.; United States; On-site; USD 28,000 - 39,000; Full time

Benefits offered by this job

Competitive hourly pay

Health Care plan

401K plan

Staff discounts on BRG products

Growth opportunities

Job summary

Breville USA, Inc. in the Seattle area seeks a Support Specialist to assist customers by phone, chat, and email, resolving issues for Baratza and LELIT products and guiding them through troubleshooting or warranty processes.

You will work with a friendly, patient team, maintain product knowledge, and collaborate across departments to improve the customer experience; bilingual Spanish and/or French is a plus, and prior coffee appliance familiarity is helpful.

Qualifications

• Based in the greater Seattle area and able to commute to the Seattle office.
• Strong written communication skills.
• Ability to handle multiple commitments with kindness and professionalism.

Responsibilities

• Provide exceptional support to customers by phone, chat, and email.
• Respond to inquiries in a timely and professional manner.
• Assist with troubleshooting and warranty processes for Baratza and LELIT products.
• Process warranty replacements and accommodation orders through Salesforce.

Skills

Customer support

Phone chat email

Written communication

Time management

Team collaboration

Problem solving

Bilingual (Spanish/French) a plus

Coffee appliance knowledge a plus

Education

High school diploma

Tools

Salesforce

Job description

Support Specialist

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”.

A career at Breville is truly a one-of-a-kind experience. It’s more than working for a global leader; it’s an opportunity to be a part of something that impacts people all over the world.

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 customer troubleshooting issues with their Baratza or LELIT products.
• Process warranty replacements and accommodation orders through Salesforce.

Product Knowledge & Team Collaboration

• 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.
• Excellent written communication skills.
• 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.