Customer Experience & Sales Concierge - 21139

Hybrid Customer Experience / Sales Concierge / Product Specialist

• Type: Full-time, fully remote
• Coverage model: Part of a 2–3 person team providing coverage from 9:00 AM–9:00 PM Eastern Time, 7 days per week, with schedules divided across the team (rotational, includes weekend coverage)
• Time zone: Must be able to reliably work assigned shifts within Eastern Time business hours

We are a rapidly growing North American consumer sports and wellness company operating a portfolio of direct-to-consumer brands across fitness, recovery, and active lifestyle.

Bootstrapped to eight figures in revenue and approaching 100,000 customers globally, we design and launch premium, design-forward products and bring them to market fast. We are a lean, ambitious, and design-obsessed team that moves quickly and rewards ownership. Our customers care about quality and expect a buying experience that matches it.

This role exists to solve one specific problem: speed.

We generate a high volume of warm, high-intent inbound leads — customers who have already shown interest and are close to buying. They arrive with practical, repeatable questions (product dimensions, specifications, heat output, electrical or installation requirements, shipping) and they expect fast, knowledgeable answers. Today, our response time is where we lose momentum, and a slow reply on a hot lead is a lost sale.

We are building a small, dedicated team to make sure no high-intent customer ever waits. This is one unified role that blends customer experience, sales concierge, and product specialist responsibilities. It is not cold outbound or lead generation — the interest already exists. Your job is to respond quickly, answer confidently, remove friction, follow up consistently, and help the customer complete their purchase.

• Respond quickly and professionally to inbound inquiries across phone, SMS, and email
• Own speed-to-lead: engage high-intent customers while their interest is still fresh
• Deliver a warm, helpful, consultative experience on every interaction

• Proactively follow up with high-intent customers, including abandoned carts
• Identify barriers to purchase, address objections, and ask for the sale when appropriate
• Assist customers through the transaction, including sending invoices and payment links
• Maintain disciplined, multi-touch follow-up until each opportunity is resolved

• Build deep knowledge of the product catalog and become a trusted advisor to customers
• Guide product selection, comparisons, and specifications
• Answer pre-purchase questions on dimensions, technical requirements, installation, and shipping

• Log interactions and keep customer records and pipeline status accurate and current
• Track and consistently meet response-time and SLA targets
• Surface recurring questions and friction points so we can improve our process and content

• Excellent written and spoken English with clear, easily understood pronunciation
• 2+ years in customer experience, inside sales, sales concierge, or product support (direct-to-consumer or ecommerce preferred)
• Comfortable and confident communicating naturally across phone, SMS, and email
• A commercial mindset — the confidence to follow up, handle objections, and ask for the sale
• Strong organizational and follow-up discipline
• Proven ability to learn a technical product catalog and explain it simply
• Proactive, self-sufficient, and resourceful — able to find answers independently using available documentation and tools, while knowing when to ask or escalate
• Reliable computer, high-speed internet, and a quiet, professional environment
• Availability to work assigned shifts within 9:00 AM–9:00 PM ET, including weekend rotation

• Bilingual English/French is a significant asset
• Direct-to-consumer or ecommerce experience
• Experience with abandoned-cart recovery, speed-to-lead, or high-intent lead workflows
• Familiarity with helpdesk / CRM / commerce tools (e.g. Gorgias, Zendesk, HubSpot, Shopify)
• Experience selling or supporting physical or technical consumer products

You are:

• Highly organized and proactive — you follow up without being reminded and nothing falls through the cracks
• Commercially minded but consultative — you help people buy without ever feeling pushy
• A fast, clear communicator — warm and personable on the phone, sharp in writing
• Resourceful — you dig for the answer before you raise your hand
• Ownership-driven — you treat customer questions and open opportunities as yours to close
• Motivated by performance — you want your effort to show up in your paycheck