Customer Support Specialist
The Sauna Heater & Loyly Saunas
Location: Remote (U.S.). Must reliably cover 8:30 AM to 5:00 PM Pacific, Monday through Friday, from any U.S. time zone.
Compensation: $4,000 to $5,000 per month depending on experience, paid monthly.
Employment: Full-time W-2 employee with a 90-day introductory period. Four weeks of paid vacation per year and a 401(k) match. Benefits expanding in 2027.
Who We're Looking For
You have experience taking care of people for a living, and you're good at it. You stay calm when someone else isn't. You can hear that a conversation is about to go sideways and steer it back before it does. You write like a professional and on the phone: warm, unhurried, never unsure. And when a problem lands in your lap, your first instinct is to solve it, not to explain why it isn't yours.
You've worked where the standard was concierge-level service: a demanding room, a busy front desk, a clientele that expected things handled before they had to ask. You've taken care of people who were upset about things you didn't cause, and you can take in a lot of information quickly, sort out what matters, and fix the real problem. You don't need to know anything about saunas. We'll teach you the products. We can't teach the part you already have.
About Us
TheSaunaHeater.com is a premium sauna retailer founded by Finns and run by a remote team across the U.S. and Europe. We're known for clear guidance, honest recommendations, and exceptional post-sale support. Most of our customers are building a sauna for the first time, so we don't sell them a heater and wish them luck. We act as a partner on the project: helping them understand how a sauna actually works, choose the right products, and get it right the first time. When questions or issues come up after the sale, how we support them matters just as much as what we sold.
That approach has made us one of the fastest-growing sauna retailers in North America, with hundreds of verified customer reviews and a reputation we protect on every call. We carry the leading Finnish and Estonian brands, we've launched our own brand, Loyly Saunas, and we're expanding into showrooms and assembly services so customers can see, feel, and have their sauna built without the guesswork.
This role supports both The Sauna Heater and Loyly, anchored in a shared commitment to long-term customer trust, clear communication, and real problem resolution.
About the Role
You'll be an important member of a small core customer service team that works alongside our sales and content teams. You own customer issues from first touch to full resolution: inbound calls, chats, and emails, then driving each case to a clean close.
That includes answering general build and installation questions, reviewing and processing every incoming order for accuracy, coordinating with vendors and authorized tech support teams, prepping customers for delivery, tracking down missing parts, qualifying and routing technical issues with full context, and managing damage or defect cases end to end. When a question is outside your scope or highly technical, you hand it off to the right tech support team with all the relevant details already in place, and you stay on it until it's resolved.
The standard we hold ourselves to is simple. Every customer should finish every interaction feeling like someone competent is genuinely on their case and moving it forward. We think of it as a concierge service for a large purchase. Customers should be a little surprised by how well they're looked after.
You'll learn sauna fundamentals as you go (heater sizing, ventilation basics, common build considerations, product differences) so you can communicate clearly, qualify issues intelligently, and troubleshoot effectively. You don't need to be a sauna expert on day one. We'll train you.
An honest look
Like any job, this one has its challenges. Some days you'll be the calm person between an upset customer and a vendor that isn't responding. Sometimes the customer is right. Sometimes they're not, and they're still upset, and they still deserve to be treated with respect. You'll make things happen through distributors, freight carriers, and electricians you'll never meet, and you'll keep the customer confident while you do it. The people who thrive here find that genuinely satisfying. If that sounds draining rather than energizing, this isn't the right seat.
What Matters Most
- Polished communication. Your emails read like a professional wrote them. On the phone you're warm, clear, and steady. You can explain a technical idea in plain English.
- Composure with a radar. You stay calm under pressure, and you can sense an escalation coming and defuse it before it gets there.
- Ownership. When a problem lands on you, it's yours. You own the case until it's resolved, and you bring solutions and recommendations rather than just questions.
- Judgment on the fly. You can weigh a situation, decide what's fair, and act, without a script and without waiting to be told.
- Attention to detail. You double-check orders, addresses, and configurations before anything goes out. A small mistake on a $15,000 order creates real rework and real cost.
- Follow-through. You close the loop. Customers never have to chase you.
- Reliability. You're present and available for your full shift, every day, and your team always knows what you're working on.
Requirements
- Strong written and verbal English. This is essential.
- Comfortable and accurate with computers, spreadsheets, and data entry.
- Able to review a multi-line order and catch missing or incorrect details.
- U.S.-based, with reliable coverage of 8:30 AM to 5:00 PM Pacific.
- Reliable high-speed internet, a quiet professional workspace for calls, a functional computer, headset, and webcam.
Helpful but not required: experience with an ecommerce backend (Shopify preferred), a CRM or ticketing system, high-ticket physical products, or coordinating with vendors and logistics companies. We'll train you on our specific tools.
Key Responsibilities
Customer Service
- Answer inbound calls, chats, and emails promptly and professionally.
- Review every incoming order for completeness and accuracy before processing.
- Place orders with vendors, confirm lead times, and proactively communicate delivery windows, freight requirements (forklift, liftgate, access), and anything else the customer needs to be ready.
- Own damage and defect cases end to end: documentation, vendor coordination, and customer follow-up through resolution.
- Qualify technical issues before handing off to vendor tech support: what's happening, when it started, what's been tried, and relevant photos, so support can start working immediately.
- Proactively communicate order status and shipping changes so customers are never surprised.
- Resolve stalled cases by identifying the blocker and driving it to completion.
- Maintain detailed, accurate CRM notes and follow-up activities on every open case.
- Escalate complex, high-risk, or high-cost issues with a clear summary, the options, and your recommendation.
Operations Support
- Manage the shared inbox so nothing falls through the cracks.
- Log all interactions in our CRM and tracking systems.
- Handle customer-service-related administrative tasks as needed.
Sales Overflow (Occasional)
- Support the sales team with quote prep or consultation overflow when volume requires it.
Training Path
You'll ramp up alongside the team. Your first week is spent directly with our Head of Operations on systems, processes, and the customer journey, so you can contribute quickly. Then shadowing, real cases, and check-ins. Sauna expertise builds over time through training sessions, manufacturer resources, and real cases. You'll get a real education in the sauna industry, and the way we approach customer care is a skill you'll carry anywhere.
How We Think About Performance
We hold ourselves accountable to six pillars that define how we show up:
- Results. Urgency, execution, and customer outcomes.
- Quality. Communication, attention to detail, consistency.
- Ownership. Initiative, accountability, follow-through, ethics.
- Critical Thinking. Creative problem-solving, downstream thinking, resourcefulness.
- Leadership. Teamwork, holding a higher standard, professionalism.
- Innovation. Growth mindset, process improvement, leveraging technology, beating your prior best.
This is how we evaluate, coach, and grow the team quarter over quarter. If these resonate with how you want to work, you'll fit well here.
Tools You'll Use
- Communication: Slack, Zoom, Google Meet, Google Workspace
- CRM and orders: Shopify, Pipedrive, Crisp
- Productivity: Google Sheets, Docs, Notion
- AI: Claude
Why Join Us
- A fully remote role with weekday daytime hours. No nights, no weekends, with some extra hours available during the sauna peak season (Q4).
- Real authority and real trust, in a team small enough that your work is visible.
- A company in rapid growth, on track to be a leader in the North American sauna market.
- Training on saunas, products, and a way of taking care of customers that you'll be proud of.
- Four weeks of paid vacation, a 401(k) match, and benefits expanding in 2027.
How to Apply
Send the following to [email protected] with the subject line: "Customer Support Specialist – [Your Name]"
- Your resume.
- A short video introduction (3 to 5 minutes) covering:
- A brief intro.
- A time you calmed down a frustrated customer. What did they want, what did you do, and how did it end?
- A time you caught a mistake before it became a bigger problem.
- Why this role, why now?
Candidates who move forward will complete a short written exercise (a reply to a real customer email) and a scenario call with our Head of Operations. We respond to every applicant within 5 business days.
Bonus points if your video is recorded inside a sauna.
Pay: $4,000.00 - $5,000.00 per month
Benefits:
- On-the-job training
- Paid time off
- Work from home
Application Question(s):
- Send the following to [email protected] with the subject line: "Customer Support Specialist – [Your Name]"
- Your resume
- A short video introduction (3–5 minutes) answering these questions:
// Brief intro
// Walk us through a time you de-escalated a frustrated customer. What did they want, what did you do, and how did it end?
// Tell us about a time you caught a mistake before it became a bigger problem. What was the situation and what did you do?
// Why this role, why now?
We respond to every applicant within 5 business days.
Bonus points if your video is recorded inside a sauna.
Work Location: Remote
