Customer Success Specialist

Position Summary

At UPLIFT Desk, we’re not just building ergonomic workstations—we’re shaping how people work and live. As the ecommerce industry leader in height-adjustable desks, we’ve grown by delivering innovative, customer-focused solutions that promote health, productivity, and well-being. Our success is rooted in our core values: Customer Obsession, Innovation, Accountability, and Results Oriented.

As a Customer Success Specialist, you are the voice of our brand and the frontline guide for customers seeking support, solutions, and workspace expertise. In this fast-paced role, you’ll assist customers across phone, chat, and email while acting as a product expert, residential sales consultant, and technical troubleshooter. From helping customers design their ideal workspace to resolving post-delivery issues or warranty concerns, your goal is to deliver accurate solutions with professionalism and empathy while meeting daily productivity expectations.

Required Qualifications

• 2+ years of experience in customer support or consultative sales, ideally in a high-volume environment

• Ability to learn technical product features quickly and navigate multiple software tools

• Exceptional verbal and written communication skills across phone, email, and chat

• Ability to stay composed, accurate, and efficient while managing multiple interactions simultaneously

• Positive, solution-focused mindset with strong personal accountability

Preferred Qualifications

• Associate’s or Bachelor’s degree in Business, Communications, or a related field

• Consultative sales experience with residential clients or high-value consumer products

• Experience in office furniture, interior design, or DTC e-commerce

• Familiarity with CRM or ticketing systems (HubSpot, Zendesk, Salesforce, etc.)

• Demonstrated adaptability in fast-paced and evolving environments

What You’ll Do

• Manage high-volume inbound inquiries via phone, chat, email, and support cases with speed, empathy, and professionalism.

• Develop expert-level knowledge across an expanding suite of UPLIFT products to provide accurate technical advice and ergonomic recommendations.

• Consult with residential customers to identify their specific workspace needs, guide configuration selection, and assist with placing orders.

• Guide customers through technical troubleshooting to resolve hardware issues and process warranty claims efficiently.

• Resolve post-delivery issues—including shipping damage or missing components—to ensure complete customer satisfaction.

• Review and modify orders proactively to ensure accuracy and accommodate changing customer requirements.

• Leverage deep knowledge of return, warranty, and shipping policies to assist customers efficiently with transparent and accurate information.

• Identify, document, and escalate complex customer concerns or trends according to standard operating procedures.

• Consistently achieve or exceed the Customer Service Team’s quality assurance (QA) and productivity goals.

• Champion continuous improvement by actively identifying process bottlenecks and providing feedback to leadership to enhance the customer experience.

• Thrive in a collaborative environment that values teamwork, ongoing learning, and daily experimentation.

Benefits

• A merit-based environment that rewards growth and accomplishment regardless of seniority

• Generous paid time off

• 4% 401K company matching with instant vesting (after one year)

• Excellent group health insurance available to employees and dependents, including domestic partners (medical plan, 2 dental plans, and a vision plan to choose from)

• Flexible spending account (FSA) for health care and child care costs

• Company-paid & Supplementary Life Insurance; Long-term & Short-term disability

• Free UPLIFT Desk (after one year)

• 50% discount on all UPLIFT products

• Free healthy (and not so healthy) snacks and drinks

• On-the-job training and skills development

• A supportive and engaging work culture that promotes healthy living

Position Details

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