Customer Support Representative

At Sunlighten, we're not just about infrared saunas-we’re on a mission to improve lives through innovative health and wellness solutions. As a global leader in infrared sauna therapy, we are expanding and need an empathetic and organized Customer Support Representative to triage and manage customer case tickets that need ongoing attention and resolution.  This position will assist with escalated customer cases to find prompt solutions and resolutions.  The Customer Support Representative will be responsible for sourcing, managing, and scheduling our Tier 2 representatives and third-party technicians to service Sunlighten customers who are experiencing technical sauna issues. 

Celebrating 25 years of innovation, Sunlighten has grown from its Kansas City roots to establish a global footprint, including expansion into the UK. With the global wellness market projected to reach $7 trillion in 2026, we are proud to be part of this dynamic and holistic shift. As leaders in light science and longevity, we create innovative solutions that help customers lead vibrant, active lifestyles.

Duties/Responsibilities: 

• Provides timely and accurate information to incoming customer order status and product knowledge requests, assist customers with technical troubleshooting of products, and strive for one-point call resolution. 
• Processes customer orders/changes/returns according to established department policies and procedures. 
• Provides timely feedback to Customer Care leadership regarding service failures or customer concerns. 
• Partners with the sales team to meet and exceed customers’ service expectations. 
• Use CRM to process and resolve customer cases in a timely and efficient manner.
• Monitor and schedule 3rd Party Tech and Tier 2 request forms submitted from Tier 1 representatives.
• Source new technicians and assist with their onboarding process and paperwork (W9 & Certificate of Insurance).
• Track and update W9 & COI annual audit process for Accounting & Payroll.
• Process technician invoices and payments with workorders in a timely manner.
• Update and manage 3rd party technician online map that is used by Customer Care, Marketing & Sales departments.
• Work with 3rd party tech-vendor (Pure Install) to source technicians to service customers saunas in a timely manner for issue resolution and improved overall experience.
• Work in accordance with corporate and organizational security policies and procedures, understand personal role in safeguarding corporate and client assets, and take appropriate action to prevent and report any compromises of security within scope of position.
• Performs other duties as assigned.

Education and Experience:

• Associate’s or Bachelor’s degree in related field

• High school diploma + relevant work experience will be considered
• At least 1 year customer service experience
• At least 1 year communication work experience

Required Skills/Abilities:

• Strong time-management skills
• Ability to manage and process multiple tasks simultaneously
• Strong Technical abilities and problem-solving skills
• Strong communication skills
• Strong Customer Service skills
• Proficient with Microsoft Office Suite or related software

• Competitive Paid Time Off Policy + Paid Holidays + Floating Holidays
• Fully Equipped Fitness Center On-Site
• Lunch Program featuring a James-Beard Award Winning Chef
• Health (HSA & FSA Options), Dental, and Vision Insurance
• 401(k) with company contributions
• Profit Sharing
• Life and Short-Term Disability Insurance
• Professional Development and Tuition Reimbursement
• Associate Discounts on Saunas, Spa Products and Day Spa Services