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About the Role
Serve as the first point of contact for customers experiencing technical questions or issues related to espresso machines, grinders, coffee makers, and accessories. Assist customers through email, phone calls, and live video support sessions. The ideal candidate is a strong communicator, comfortable with technology, eager to learn, and passionate about helping customers in a fast-paced environment.
Responsibilities
- Review and respond to customer technical support requests related to espresso machines, grinders, coffee equipment, and accessories
- Troubleshoot issues using customer-provided descriptions, photos, videos, and live customer interaction
- Assist customers through email, chat, phone calls, and one-on-one video support sessions
- Clearly communicate troubleshooting steps in a professional, customer-friendly manner
- Manage support tickets accurately while meeting response time expectations
- Contribute feedback, documentation, and knowledge-sharing resources to support ongoing team development
- Perform additional duties and projects as assigned
Requirements
- Excellent communication skills with the ability to communicate clearly, professionally, and confidently across phone, chat, email, and video calls
- 2+ years of experience in customer service, technical support, appliance repair, troubleshooting, or another customer-facing role
- Comfortable handling both inbound and outbound customer communication
- Strong problem-solving and critical-thinking skills with attention to detail
- Self-motivated with a positive attitude, strong work ethic, and ability to multitask in a fast-paced environment
- Comfortable learning technical information and guiding customers through troubleshooting processes step-by-step
- Previous experience with espresso equipment, coffee preparation, appliance troubleshooting, or specialty coffee is a plus, but not required
Skills
- Communication
- Customer Service
- Technical Support
- Troubleshooting
- Problem-solving
- Critical-thinking
- Multitasking
Experience Level
- 2+ years of experience
Salary/Compensations
- Competitive compensation based on experience
Benefits
- Paid training provided
- Competitive health and dental insurance plans
- 401(k) plan with company contribution after 1 year
- Vacation time
- Sick time
- Paid holidays
- Fully stocked kitchen and beverages
- DoorDash DashPass membership
- Employee discounts on espresso machines, coffee, and accessories
About the Company
- Modern office setting