Customer Experience Advisor, Tier II
Sun Home SaunasUnited States
Posted December 26, 2025
Full Time
About the Company
Sun Home’s mission is to help people feel better, look better, and live longer. We are a fast-growing company focused on delivering premium wellness products directly to consumers across the U.S.
Job Description
We are seeking a Customer Experience Advisor to handle escalated customer issues, troubleshoot complex product issues, and provide setup guidance for Sun Home products. This is a full-time, remote role that requires excellent problem-solving and communication skills.
Requirements
- Handle direct customer inquiries and/or escalated support tickets from Customer Service within one business day
- Provide setup guidance and advanced troubleshooting
- Coordinate repairs, part replacements, or field service when needed
- Maintain clear case documentation in customer ticketing system, product logs, and project management tools
- Collaborate with Product, Operations, and Sales teams on recurring issues
- Identify and resolve emerging issues in collaboration with manufacturing partners, and document resolutions for internal reference and alignment.
- Contribute to internal training and knowledge base improvements
- Identify process improvements and communicate to team manager
Benefits
- Generous Paid Time Off
- 401k Matching
- Retirement Plan
- Tuition Reimbursement
